Web Alert Manager - Release 2.08.00

Release Date: April 2026

We have been enhancing the Web Alert Manager since the last release, adding new features and addressing known issues to improve quality.

Some features may require additional setup by Totalmobile. If needed, reach out to your Account Manager for access details.

These Release Notes cover the following:

What's New

  • PROT-277 – Custom on Hold Timers

    The new Operator.TimedMaxHoldMinutesCsv configuration item can control the maximum alert hold time depending on the age of an alert.

    For example, if an alert is under 10 minutes old the maximum time to hold can be limited to 15 minutes, or if it is older the maximum time to hold could be 60 minutes. Multiple time windows can be configured allowing customisation across any range of alert ages.

    These hold times can be specified in Web Alert Manager Configuration Templates or the Operator Configuration. The format of the configuration is detailed on those configuration pages. The Place Alert on Hold dialog shown when an alert is processed indicates the maximum time calculated or provides a reason if the configuration cannot be applied. If the configuration is invalid the Operator.MaxHoldMinutes value will apply.

    A facility has been added allowing some alert manager configuration items to be set for each Protect Site or each Alert Manager Group. Use the Custom JSON Config page in Web Alert Manager sysadmin to select the configuration to be overridden. Copy and paste the JSON from that page to the Site Settings Custom WAM Config JSON field or the Alert Manager Groups Custom WAM Config JSON field in Protect Sysadmin. When an alert is raised, that JSON Configuration will be passed to the Web Alert Manager along with all the other alert details.

    The custom configurations that can be assigned to alert manager groups or sites are:

    • Operator.HoldMinutes

    • Operator.HoldMinutes

    • Operator.MaxHoldMinutes

    • Operator.TimedMaxHoldMinutesCsv

    • Operator.ShowIncidentType

    • Operator.ShowResponseBy

  • PROT-816 – Force Operator Phone Test After Error

    Operators who have experienced a SIP Phone issue when connecting to an Alert Call alarm will not be allowed to pick up any other alert call alarm until they have completed a Phone Test. Note this does not stop the operator picking up alerts that do not involve telephone calls. This check can be disabled by ticking the Operator.IgnoreCaptureDeviceErrors configuration item.

  • PROT-256 & 281 – Open Alert Information Transferred Back to Management Portal

    When an operator returns an open alert to the queue or places the alert on hold, the following information will be uploaded to the Management Portal and be viewable on the Alert Manager Report. Previously data was only uploaded when an alert was closed but this now provides alert information updates during active alarms.

    • Operator Action Response 1, 2 and 3

    • Operator Response text

    • Incident Type

    • Response By

    • Cause

    • All operator logs indicating when an alert was picked and saved or placed on hold

  • PROT-297 – Record Operator who First Opened, and Operator who Closed Alerts

    The ARC Reports site will now indicate the name of the operator who first picked an alert, first connected to the call for an alert, and who closed the alert. Previously the report only listed the operator who first picked up the alert. This information is not visible in the Management Portal.

  • PROT-764 – Connect to Call Timestamp

    A new Timestamp has been added to show when an operator connects to a live call.

  • PROT-276 – Live Operator View

    A new Alerts in Progress by Operators grid will appear on the Alerts List page below the On Hold alerts which will show which operators have alerts open. This allows operators and managers to see which operator is currently processing an alert. Previously there was no visibility of this in the system. Visibility of this grid is controlled by the new Operator.ShowAlertsInProgressByOperators configuration setting.