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FAQ

Below are the frequently asked questions about the app. If you have a question that is not answered here, please check the Troubleshooting page or the Known issues page for further assistance. In the list below "android" devices are any mobile except Apple e.g. Samsung, Pixel, Motorola, Sony, Huawei, etc

If a question is a not answered in this list then the user can click on the feedback button in the app, the user however must have email on their mobile. The user can send a feedback form to MTEL via the settings page in the app. Simply type the question in the text box in Feedback button and submit it.

At all times the user should maintain the mobile to the latest operating system. Most mobiles have this enabled automatically. Choosing to leave the mobile in an older version increases the likelyhood that a mobile will not operate as intended. Most mobile updates are for security reasons and bug fixes.

Notifications

How to change notification sounds?

In general, the iPhone notifications sound cannot be changed. However android devices can be changed. To change notification sounds, go to the app settings and select "Notifications." From there, you can choose different sounds for various notification types.

I get too many notifications, can I turn them off?

Notifications are a method of alerting the user of an urgent alert. Notifications in version 3 are 10 seconds long. They are designed to get the users attention.

When a notification is sent, the MTEL system waits for a response from the user. If a response is not received within one minute, the system will send a second notification. If a response is still not received within another minute, the system will send a third and final notification.

Notifications are sent every time the Communications Centre wishes to update the last alert e.g. change address information or request a second pump.

Notifications are also sent to create a stop for crews.

In general the MTEL system relays all of these alerts to the user. At this time there is no way to reduce the number of notifications. However you can reduce the number of notifications received by responding to turnouts quickly with your response. as well as settings yourself to away when you are not able to respond.

The MTEL system also has a method of reducing notification sounds for duplicate or near duplicate alerts. e.g. The alert is sent for a second pump and the message is identical except for the pump number. It does this by comparing alerts and if they are greater than 99.5% and the user has responded to the first alert, then the notification is sent as a default sound.

How do I change the notification sound on user responses to an alert?

You can turn off notifications for crew responses by toggling the Disable Crew Response Notifications setting in the app settings.

Can I use the mute button and still get notifications ?

Short answer: NO

Long Answer: Yes. However you must employ the use of Focus on your mobile by using the Do Not Disturb mode and leaving your mobile unmuted. By default any mobile with the mute on will stop any sound from the mobile. Many models have settings to bypass this particularly the SMS sounds.

The user is encouraged to check the appropiate website information to determine how to set up the mobile.

Apple have a very good website for checking Focus. Go to Apple Focus

Android also have a good website for managing Focus. It uses a concept called Digital Wellbeing. Go to Android Focus

Notifications used to work. Now they don't?

  1. If the user doesnt get a notification banner.

    This indicates the notification was not received by the mobile.

    Look for the following possible issues.

    a. Check the availiablity list to see if the user is in the correct group.

    b. Check Notifications settings

    c. Check Do Not Disturb

    d. Check Focus

  2. If a user does get a notification banner but no sound.

    This indicates the notification has been receieved but the sound is muted.

    Look for the following possible issues.

    Android

    a. The volume control on android has been segregated into different volume types such as 

    - Media
- Call
- Ring
- Notification
- Alarm

Check these levels particularly Notification and Alarm. Set these as high as desired.

    iPhone

    a. The volume for notifications is separate from the up/down manual buttons on the iPhone. The volume is in the settings.

I get the notification banner but no sound. Why?

There are many reasons for the lack of sound when a notification appears on the lock screen.

  1. Android operates many separate volume controls for all sounds

    The volume can be adjusted for several different sounds. Make sure the Notification and Alarm volumes are at 100%.

  2. The SMS arrives at the same time and overides the sound from the notification

    This is a known mobile operation issue. MTEL has introduced a small delay into the delivery of notifications to avoid the clash from SMS tones.

  3. The sound for the notification has been modified by the user on an android mobile

    If the user changes the sound setting for the notification it will disable the MTEL notification sound (paging beeps for 10 seconds). To return the app to normal MTEL sound may require a reinstalltion of the app. Alternatively go to the MTEL settings page. Scroll to the bottom of the page to App Settings. Tap on Change App Permissions. Click on Storage. Now click the Clear Storage and Clear Cache. The settings will gray out. Now restart the App. It will begin the login process again. The app will then return to normal operation.

  4. Pixel 6, 7, 9 and 10 mobiles have a grouping issue

    For more information go to Known Issues Pixel

  5. iPhone has a separte volume for alerts in the settings

    Go to Settings then Sounds & Haptics then look for RINGTONE AND ALERTS. There is a volume slider. Ensure it is at full volume.

  6. Mobile uses Focus settings to mute sounds

    If a user decides to employ Do Not Disturb and other Focus settings, it is understood that the user is taking responsibilty for the notification sound.

    a. Apple have a very good website for checking Focus. Go to Apple Focus

    b. Android also have a good website for managing Focus. It uses a concept called Digital Wellbeing. Go to Android Focus

GPS

Can I turn off GPS?

Yes, you can turn off GPS using your phone settings. To do so click on the app permissions button in the settings page.

Changes

How do I change my details?

To change your details, you will need to contact SOSU and provide them with the updated information. They will then update your details in the system.

Please see the Support page for more information on how to contact SOSU.

Can I change my response after sending one?

Yes, you can change your response after sending one. You can change your response at any time inside the expiry time for the alert. Simply return to the Turnout page and select the turnout you want to change your response for. Then, click on any of the response buttons to change your response.

A user has retired or is no longer a Fire Fighter. How do to remove a user?

To change your details, you will need to contact SOSU and provide them with the updated information. They will then update your details in the system.

Please see the Support page for more information on how to contact SOSU.

My rank as a Fire Fighter has changed. How to change the rank user?

To change your details, you will need to contact MTEL and provide them with the updated information. They will then update your details in the system.

Please see the Support page for more information on how to contact SOSU.

In July 2025 the role and qualifications will be able to be set by the user in the app.