SIM Dispatcher is a multi-user capable dispatch center simulator with a focus on realistic and professional incident handling. Developed by XENBIT®, the system is fully based on the ResQueServe® Platform. ResQueServe® is the Incident Command System (ICS) that XENBIT® continuously develops and improves.
This guide describes in detail how to get started with SIM Dispatcher. It shows the process from registration and selecting a dispatch center through to handling the first active emergency call.
Registration and Login
Registration is done via the website www.sim-dispatcher.com. By clicking the buttons “Try for free” or “Login”, the XENBIT® ID login portal opens. This unified user account is required for all XENBIT® products, as it enables centralized management of all services.
If no user account exists yet, the portal clearly guides the user through all required registration steps. These include entering personal details and confirming the email address.
If an account from a previous version such as SIM Dispatcher 3 already exists, it remains active and has been migrated with the existing data. In such cases, the password must be reset using “Forgot password”, as older login credentials were not automatically transferred.
After successful login, all platform functions are available.
Selecting a Dispatch Center
The next step is again carried out via www.sim-dispatcher.com. In the “Dispatch Centers” section, an overview of all available dispatch centers is displayed. The selection can be narrowed down using the search function or filters. Clicking “View” opens the detailed view of a dispatch center.
The detail view contains information about the service area, structure, resources, and configuration of the dispatch center. From there, the creation of a new session can be started.
Creating a Session and How It Works
The “New Session” button creates a complete copy of the selected dispatch center. A session is an isolated working environment that is separated from the actual dispatch center. The entire current dataset is copied, including incident keywords, street directory, response units, area boundaries, and additional configurations.
This copy enables simulation without making changes to the real dispatch center. Within the session, incidents can be freely created, resources dispatched, and workflows tested. Errors or tests have no impact on the original data.
Sessions can be deleted at any time. The original dispatch center remains unchanged. After creating a session, the system automatically redirects to the session overview.
Joining a Session and Using the Client
In the overview, each newly created session appears as a separate entry. Clicking “Join now” starts the process of entering the session. The web session then opens, where the SIM Dispatcher Client is available for download on the start page. Use of this client is strongly recommended, as only it provides the necessary window management and the multi-window mode typical for real dispatch center operations.
After installation and launching the client, login is performed again using the XENBIT® ID. The client then connects to the session. In some cases, the connection is established automatically; in others, the selection of available sessions appears again.
Selecting a Dispatch Workstation
After successfully joining, an overview of all dispatch workstations is displayed.
Each workstation can only be used by one person at a time. Once a workstation is selected, the system automatically opens all windows required for handling operations. These include, among others, the incident window, call window, map view, and additional dispatch center modules.
These windows can be manually arranged to create a clear and organized workspace. Custom layouts can be saved via the menu and restored when needed. This supports both experienced users and new users in quickly getting started with daily dispatch center work.
Preparing the Simulation
In the simulation window, the framework conditions of the simulation are defined.
Here, time, date, time zone, language, and incident load can be configured. These parameters influence the dynamics and intensity of the simulation.
The incident load can be adjusted at any time during an ongoing simulation if a more relaxed or more intensive scenario is desired. These settings enable targeted training of different scenarios, such as increased operational load or special situations.
Starting the Simulation and Handling the First Emergency Call
Clicking “Start” activates the simulation. After a short time, the first incoming emergency call appears in the call window. The call is accepted using the large green button. The system operates according to the FIFO principle, meaning the oldest call is always displayed first.
After accepting the call, the interrogation window opens. All relevant information gathered during the conversation can be documented there. This includes, among other things, the location of the incident, the type of event, indications of special hazards, or information about injured persons.
The collected information is then entered into the incident window. This creates the complete incident record, which is subsequently used to dispatch resources.