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  4. BlackBerry AtHoc Mobile Administrator Guide
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  6. Sending and receiving messages

Sending and receiving messages

In an emergency, can the
BlackBerry AtHoc
 mobile app override the sound settings for a mobile end user?
The primary use for the
BlackBerry AtHoc
 mobile app is to alert users during an emergency. For High Severity alerts only, the app tries to sound an alarm, overriding the device's “silent” settings.
In some cases, the app may not be able to override the settings due to operating system limitations or optimizations. If the emergency alert fails to play the alarm sound, verify the following conditions:
  • The app volume level is set to the maximum level.
  • The background refresh is turned on.
  • The app is running (hasn’t been manually stopped.)
  • After a device restart, the app has been relaunched.
Best Practice: While the
BlackBerry AtHoc
 mobile app tries to override user settings and play a loud alarm sound, the best way to ensure that users receive the alert is to request a reply. You can then re-target users that have not responded with another mobile alert, or publish to another device, such as a phone call or an SMS notification.
Can I send a silent alert?
You can send a silent alert for all types of severity alerts. With the silent alert feature, the operators can decide if they want the notifications they send to the end users to vibrate or make any sound or not. All repeat notifications for an alert sent silently will also be silent.
How many times will the mobile app repeat the tone when an alert arrives?
With the "Repeat Notification" feature,
BlackBerry AtHoc
 can resend the push notification and re-activate the tone or siren sound until the user responds, the alert ends, or a specified time has elapsed.
Who can send emergency (duress) and field report messages from the mobile app?
Users with advanced features (permissions) can send emergency and report messages. These features are configured in the
BlackBerry AtHoc
 management system.
Who can receive emergency (duress) and field report messages from the mobile app?
Only operators and administrators can receive emergency and report messages, which arrive as incoming alerts in the Inbox.
How is the
BlackBerry AtHoc
 management system configured to enable specific end users to send or receive duress and field reports on mobile devices?
The user must belong to a distribution list. From the
BlackBerry AtHoc
 management system, navigate to
Settings
 >
Mobile App
 >
Mobile App Features
, and select a distribution list and specify the advanced features.
Is there a way to view the specific content of field reports or know the actual person who sent a Duress Alert on Mobile Devices?
Yes, from the Inbox in the
BlackBerry AtHoc
 management system. The operator can see the name of the user who has sent an alert, with location, time, and other details.
How long do messages stay on the mobile device screen in the Messages list after they are received?
Events that the mobile app user creates are available for 2 weeks. Alerts are available up to 48 hours after they ended.
I have multiple messages on the mobile app that clutter my display. How do I remove them?
Messages cannot be removed manually. See the previous answer that indicates how long each type stays in the Messages list.