Everything You Need to Know to Transition to HxGN OnCall Dispatch

Although visually different on the surface, HxGN OnCall Dispatch is a continuation of the I/CAD technology that helped solidify our position as the world’s leading computer-aided dispatch (CAD) provider. With nearly 30 years of experience developing public safety solutions, we leveraged that knowledge when designing HxGN OnCall Dispatch, our new, next-gen CAD system.

The result? HxGN OnCall Dispatch retains many of the features public safety agencies love about I/CAD, while modernizing its architecture, streamlining administration and customization, and transforming the user experience (UX).

The foundation of the software – our CAD Core Library – remains the same. This means the system behavior of HxGN OnCall Dispatch is similar to that of I/CAD. At the data level, it mirrors I/CAD 9.4 as well, recording events in the same way. The CAD Core Library underpins the I/CAD product suite: I/Dispatcher, I/NetViewer, I/NetDispatcher, and I/Mobile Data Terminal. In HxGN OnCall Dispatch, the CAD Core Library forms the basis of HxGN OnCall Dispatch core, which serves as the core of all services.

However, that’s where the similarities start and end.

What’s Changed


From the user’s perspective, the most striking change is the new UX with streamlined workflows, information display, and screen layouts optimized through hundreds of scientific studies with dispatchers and call-takers. But I’d like to focus on another transformational aspect – the system architecture and how it increases flexibility and simplifies administration.

Multiple Deployment Options & Browser-Based Clients

The world of public safety has changed dramatically during the 30 years since we first developed I/CAD. In the past, agencies kept everything on site; they had a control room, server room, workstation, etc. They housed their CAD systems in centralized and homogenous environments. But today’s environments are far more complex. Agencies want remote systems in various counties, states, and locations.

We support new operational landscapes with HxGN OnCall Dispatch. Unlike legacy CAD systems, it’s browser-based and supports cloud technologies rather than being confined to on-premise deployment. No longer do agencies need to have their call-takers and dispatchers in the same room, or even in the public safety answering point (PSAP). HxGN OnCall Dispatch allows far greater flexibility in your public safety agency’s operations setup. It also improves resilience by making it easier to deploy across physical sites and quickly set up contingencies if a site becomes inoperable.

Faster Upgrades

Another key change for agencies is the rate at which operational requirements and technology are changing. In the past, agencies spent a lot of time and resources maintaining and upgrading their CAD systems. This is no longer the case with HxGN OnCall Dispatch. As opposed to legacy systems, it can address many customization needs using configuration alone. This, together with its services architecture and centralized administration, allows organizations to easily adapt and update their systems. Agencies can immediately benefit from enhancements delivered multiple times a year, and with less disruption because software updates don’t require reworking of custom code and come incrementally as opposed to imposing massive shifts.

Greater Scalability

With legacy CAD systems, scaling geographically has become exceedingly difficult, especially as the number of map providers continues to grow. So, we took a different approach with HxGN OnCall Dispatch. The system is built on a multi-tier micro services architecture, which solves scaling and reliance problems. This approach allows users to select from a previously defined list of map providers to harness geographical data. HxGN OnCall Dispatch also scales horizontally, allowing for more consistent results – regardless of how agencies lay their networks out – when rapidly increasing capacity to handle additional load during major events.

New Technologies

We also added new technologies to support our core infrastructure. HxGN OnCall Dispatch provides peer-to-peer data sharing capacity through its industry-standard message bus (RabbitMQ), along with HTML5-based clients, which deliver a rich, interactive experience for the user.

Improved Mapping

Finally, HxGN OnCall Dispatch was built using a modern services-based approach to mapping. We now leverage geospatial services to handle most map-based tasks, such as map rendering, geocoding, and routing. Instead of focusing on where (and in what files) information is stored, IT managers can ask, “What map services do users want or a workflow need?” And because this map information is now highly available, our technology ensures those map series are running, and agencies can leverage existing data from GIS systems like ArcGIS or external map services.

Explore HxGN OnCall Dispatch


To learn more about how HxGN OnCall Dispatch can benefit your public safety agency, download the HxGN OnCall product sheet.

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Daniel Maxson
About Daniel Maxson
Daniel is the senior technical manager for Hexagon’s Safety & Infrastructure division. He has over 16 years of experience developing software products for the public safety industry. While at Hexagon, Daniel has developed products for dispatch, records management, and mobile applications.