Incident Routing
The right units on the right calls, every time
What is Incident Routing?
Incident routing determines which units respond to which calls based on the rules your department defines. Station Boss automates this process by matching incoming dispatches to unit assignment rules based on call type, geographic zone, time of day, apparatus capability, and resource availability.
For departments that rely on county dispatch, incident routing provides an internal layer of assignment logic that accounts for factors the county dispatcher may not know — which units are actually in service, what specialty equipment is on which apparatus, and which personnel have the certifications required for specific call types. When county dispatch assigns your department to a call, Station Boss determines the internal unit assignment based on your rules.
Routing rules are fully configurable and can handle complex scenarios. A structure fire in Zone 1 might dispatch Engine 1, Truck 1, and the duty chief. A medical call in the same zone might only dispatch Medic 1. If Engine 1 is out of service, the routing engine automatically substitutes the next available engine based on your fallback rules.
Key Capabilities
Rule-Based Unit Assignment
Define routing rules based on call type, geographic zone, time of day, and unit capability. The system matches incoming dispatches to the appropriate response assignment automatically.
Automatic Fallback Logic
When a primary unit is unavailable, the routing engine selects the next best unit based on your configured fallback hierarchy. No manual intervention required.
Zone-Based Dispatch
Define geographic response zones for your jurisdiction. Calls are routed to the units assigned to each zone with configurable escalation for multi-zone incidents.
Specialty Resource Matching
Match specialized call types to units with the right equipment and personnel. Hazmat calls route to hazmat-capable units. Water rescue calls route to units with rescue equipment and trained technicians.
Benefits
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Faster Response Assignments
Automated routing eliminates the delay of manual unit selection. The right units are assigned the moment a call is created.
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Fewer Assignment Errors
Rule-based routing removes the human error factor from unit assignment decisions, especially during high-volume periods or mutual aid situations.
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Consistent Response Plans
Every call of a given type and location gets the same response assignment, ensuring consistent resource deployment regardless of who is on duty.
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Optimized Resource Utilization
The routing engine accounts for unit availability in real time, preventing double-assignments and ensuring coverage across your jurisdiction.
How It Works
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Define Your Zones
Map your response zones within Station Boss using geographic boundaries. Each zone is assigned primary and secondary response units.
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Configure Routing Rules
Set rules for each call type — which units respond, in what order, and what fallback logic applies when primary units are unavailable.
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Calls Are Routed Automatically
When a dispatch is created, the routing engine evaluates the call type, location, and unit availability to generate the response assignment.
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Officers Can Override
Automated routing suggestions can be accepted as-is or overridden by officers based on on-the-ground conditions.
Frequently Asked Questions
- Can we set up different routing rules for different times of day?
- Yes. Routing rules support time-based conditions. A common use case is routing calls differently during business hours versus nighttime when certain stations may be unstaffed or reduced.
- How does routing work with mutual aid calls?
- Mutual aid dispatches can be routed using the same rule engine. When your department is requested for mutual aid, the system identifies available units based on your rules and suggests the response assignment.
- Can officers override automatic routing?
- Yes. Automatic routing provides a recommended assignment that officers can accept or modify. The system is designed to assist decision-making, not replace it.
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