Once you log in to the user dashboard, you will be taken directly to the Callback Requests Screen.
From the 'Callback Requests' page, you can search for requests made by citizens. Searches can be performed by user email address, citizen number, 10-21 number, date range, and status.
Note: Standard or Plus users can only see their callback requests. Searches can be performed by citizen number, 10-21 number, date range, and status.
Sending Callback Requests as an Administrator
The 10-21 Police Phone system allows Agency Administrators to send Callback Requests (CBRs) directly to an officer's 10-21 Police Phone Application. This tool is ideal for dispatching urgent calls or relaying messages taken by administrative staff.
How to Send a Request (For Admins)
Log in to the 10-21 CallManager.
Click on the Callback Requests tab.
Click the Send Request button in the top right corner.
Fill out the request details:
Officer: Search for the officer by name or email.
Note: Only officers with an active Agency license will appear.
Citizen Number: The number the officer needs to dial.
Citizen Name: (Optional) The name of the person to be called.
Notes: (Optional) Add instructions or context (up to 150 characters).Click Send Request. The officer will receive a notification on their 10-21 Police Phone Application immediately.
What the Officer Sees
On the 10-21 App History screen, these requests appear at the top under "Callback Requested". To help officers prioritize, these requests look different from standard calls:
Distinct Title: The request is labeled "Admin for [Citizen Name]" or "Admin for [Number]".
Detailed View: Tapping the request expands it to show the "For Citizen" phone number and any Notes included by the administrator.
No Grouping: Unlike missed calls from citizens, every Admin request appears as a separate line item to prevent you from missing multiple requests for the same case.
Frequently Asked Questions
Q: Can I send a request to a Free or Professional user? A: No. The "Send Request" tool is available only to officers with an Agency Subscription (Standard, Plus, or Premium).
Q: How do I know if an officer completed the call? A: In the CallManager Callback Requests table, the status will update once the officer responds. You can also identify your requests by looking for "Sent by Admin" in the list.