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Configuration: Create Positions

Positions represent dispatch workstations.

Written by Trish Griffin
Updated over a week ago

Create Positions

Positions represent dispatch workstations. Users must log into a Position to receive live calls in ASSIST.

Make sure position identifiers match the identifiers in your call-handling system. These will be established when initial data connection is set up, however, if positions are added, removed, or updated over time admins can always go edit their position list.

Key Points:

  • Positions define who is logged in and actively using ASSIST to ensure calls are routed to the appropriate call taker.

  • All positions that will be using ASSIST should be configured.

  • Position identifiers must match identifiers in your call handling system.

  • Positions will be initially configured during the technical kickoff, but any new or updated positions can be configured here in Settings.

Step-by-Step: Create a Position

Step 1: Open ASSIST

From the homepage, click your user initials (bottom left) --> Select Realtime

Step 2: Open Settings

Click user initials --> Go to Settings

Step 3: Go to Positions

Navigate to Positions in the left sidebar.

Step 4: Click “Add Position”

Step 5: Complete Position Details

Enter the following:

  • Position Name

  • Identifier (must match SIP/call-handling system exactly)

  • Translation Line Extension (provide desired extension for GovWorx translation line dialing)

  • Position Matcher (always do Default (from tenant) unless the GovWorx technical services team has instructed otherwise)

Step 6: Edit or Delete Positions

Click the Edit icon to edit a position.

Click the Trash icon to delete a position. This is a permanent action and will result in calls to the position no longer being available for real-time Assist support or downstream QA.

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