A319
Dispatch Dispatcher
Human-Machine Interface; Communication Breakdown; Time Pressure
Aircraft Equipment Problem Critical
Flight Crew Overcame Equipment Problem
Company Policy; Aircraft; Equipment / Tooling; Human Factors
One of my Captains tried to contact Dispatch via ACARS 'call me' function; but our phone system failed to work. The crew reportedly had an ECAM auto feed system fault. Fuel for both engines was all coming from the left tank. The flight crew had an emergency and needed our assistance; but our phone system failed them. I had to log the system off and then back on again to get it to work again. I received no visual clue or alert prior to the emergency that there were any problems until I needed to use it.In addition; I needed to send diversion information to the crew via the ACARS airport database send function; but that function is no longer there so I was unable to do so quickly. If the ACARS airport database function was moved; I was not advised and I; thus; could not find it when I needed it. This needs to be addressed immediately.
An air carrier Dispatcher addressed his concerns about poorly conceived and/or maintained communications links with the aircraft in his care.