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Step Away Feature — Setup & User Guide

Learn how to enable and use the Step Away feature in the 911Cellular mobile app. Step Away triggers a discreet incoming call to help users safely exit escalating situations without drawing attention.

Step Away is a personal safety and de-escalation feature that helps users discreetly exit potentially dangerous or uncomfortable situations. When activated, the feature triggers a realistic incoming phone call to the user's device — providing a believable, natural-looking excuse to step away without drawing attention.

How It Works

  1. The user taps the Step Away tile in the mobile app.
  2. A call is automatically placed from a unique phone number to the phone number saved on the user's profile.
  3. Once the user answers the call:
    • A pre-recorded message plays, simulating a real incoming call (no information is actually collected).
    • Hold music plays for approximately 5 minutes.
    • At the end of the hold music, the user is prompted: "If you need more time, press 1."
  4. User options at the prompt:
    • Press 1 → The call restarts and hold music plays again.
    • Press any other number or no input → The call ends automatically.
  5. The user can extend the call indefinitely by pressing 1 each time the prompt plays.

Platform Behavior

iOS (iPhone)

  • When Step Away is tapped, the app redirects the user to iOS Settings — this helps disguise the fact that the call was intentionally triggered.
  • The incoming call then arrives on the device.

Android

  • When Step Away is tapped, the mobile app automatically closes.
  • The incoming call then arrives on the device.

Setup Instructions

Step 1: Go to the App Configuration page: 👉 https://portal.publicsafetycloud.net/manage-settings/app-configuration

Step 2: Click the "+" (Add) icon in the Mobile Features section.

Step 3: In the Mobile Feature Manager, open the Feature Type dropdown and select Step Away.

Step 4: Configure the tile settings:

  • Feature Label: Step Away
  • Feature Label Source Language: English
  • Custom Tile Colors (optional — enter 6-digit hex values):
    • Tile Background Color
    • Tile Icon Color
    • Tile Text Color
  • Click Preview Changes to review your configuration before saving.

Step 5: Click Save Changes to publish the feature to your app.

Troubleshooting

Call not received?

  • Verify the phone number on the user's profile is correct.
  • Confirm the user does not have a shared account (Step Away requires an individual profile).
  • Ensure the device has active cellular service.

Call ends unexpectedly?

  • The user must press 1 when prompted in order to extend the call. If no input is received, the call will end automatically.

Step Away tile not visible in the app?