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1Call, a division of
Amtelco, News
1Call is a leading developer of hospital call center,
healthcare communications applications and emergency alert/ notification
systems. 1Call's approximately 200 customers operate medical call centers
that eliminate medical errors, increase efficiency and generate revenue for
their healthcare organization.
Amtelco's 1Call division is dedicated to serving the unique
call center and communication needs of Healthcare and Higher Education
facilities. 1Call has been and will continue to be the leader in developing,
implementing, and maintaining features and technology designed to streamline
communications and contain costs.
1Call Call Center Technology offers the one complete
communications system designed to bring it all together all of the
following: patient directories and HL7 integration, on-call scheduling,
Smart PC console, ACD and statistical information, paging, appointment
scheduling, PDA applications, Legacy System integration, 1Call Infinity
system. Integrate your existing Intranet/Internet and existing telephony
networks into one complete communications and call center system. The
Infinity system makes it possible to handle calls and access information
from virtually anywhere.
For more information about Amtelco's
1Call Division, call
800-356-9148 or email
info@1call.com.
Also, look at the
1Call newsfeed for the latest updates.
miOnCall App Now Available for
the iPad (August
2010)
1Call announced that the miOnCall app is now available for
the Apple® iPad™ and can be downloaded on the Apple iTunes®
store. The miOnCall App is an essential mobile tool for physicians and staff,
allowing them to view and manage their Infinity IS Web-based on-call schedules.
Other apps that are available for download on the iTunes
store include an iPhone® version of miOnCall and a miDash app for
iPhone, both of which allow supervisors to view Infinity IS dashboard gauges and
charts to monitor Infinity system traffic from virtually anywhere. These apps
are also compatible with the iPod touch®.
Amtelco President Tom Curtin said, “With the iPad rapidly
infiltrating hospitals, the miOnCall app is helping physicians quickly access
the vital information they need. Giving them the ability to check and make
changes to their on-call schedules is an immensely valuable tool not only for
the physicians but also for our partner organizations.”
1Call Introduces On-Call
Coverage Checker
(August 2010)
The 1Call Division of Amtelco announced the new 1Call
Infinity IS on-call coverage checker, included as part of Infinity software
version 5.6. This new feature alerts individuals about unassigned on-call
schedules and also reminds personnel when they are scheduled to be on-call.
The on-call coverage checker uses the new “reminder” tab on
the on-call schedule screen. Supervisors indicate how many hours before a
schedule to check for empty shifts and can then select the desired contact email
addresses from the Infinity IS directory without retyping. Then, at the
designated time, Infinity checks the schedule and uses the email contact methods
for each individual to notify them of the unassigned shifts. The on-call
coverage checker can also send shift reminders to personnel about upcoming
shifts. These settings can be customized for each on-call schedule, allowing
supervisors to customize the reminders to meet the needs of each department and
physician.
“This amazing new feature saves an amazing amount of time and
effort for call centers and makes it even easier for operators to ensure they
always know who is on call,” stated Amtelco President Tom Curtin.
1Call Introduces Infinity IS Web Scripts
(June 2010)
1Call announced Infinity IS Web scripts, which
allows hospitals to Web-enable their Infinity IS scripts, providing easier
access for operators, physicians, mobile workers, and even customers, if
desired.
Using Infinity IS Web scripts, a data collection
script is presented via a Web browser. Specific scripts can be created for the
call center calls, for departments, or for public Web access. Infinity IS Web
scripts are ideal for data collection applications.
For public scripts, the viewer could start entering
information in a script and then request operator assistance. The operator then
continues the script where the caller stopped. The Web-based Infinity IS
message scripts can also look up existing information, saving time and helping
ensure accuracy. In addition, message scripts can access Infinity IS Web
on-call and directory messaging.
Amtelco President Tom Curtin said, “Infinity IS Web
scripts present tremendous new opportunities to offer data collection scripts
throughout the hospital that branch and look up data automatically through
integrated HL7 messaging. This lets hospitals use their own creativity and make
their own interface. Web-accessible scripts offer more convenience for both
medical staff and for customers.”
New iPhone® Apps from 1Call (June
2010)
1Call announced two new iPhone apps available for
download on the Apple® iTunes® store. These apps are
compatible with iPhone, iPod touch®, and Apple’s new iPad™. They
are:
miOncall: an essential mobile tool for
physicians and staff to view and manage their Infinity IS Web-based on-call
schedules
miDash: allows supervisors to view Infinity
IS dashboard gauges and charts to monitor Infinity system activity from
virtually anywhere
Amtelco President Tom Curtin said, “These iPhone
apps provide not only our customers, but also their physicians and staff with
the convenience of accessing vital information from wherever they need it.”
1Call Introduces OnTeam
Scheduling (April
2010)
1Call introduced OnTeam
Scheduling, an advanced workforce-scheduling module that automatically and
quickly creates complex schedules. This module generates the elaborate
schedules needed for each department, helping ensure staff members are scheduled
at the appropriate times each day.
OnTeam Scheduling features a
simplified setup with custom shifts and custom rules that work together to
quickly create the detailed schedules. For example, a nurse scheduled for a
24-hour on-call shift on Monday can be automatically scheduled off on Tuesday
and Wednesday. The flexibility of the shifts and rules makes it easy to meet
each department’s unique scheduling requirements.
Amtelco President Tom Curtin
said, “With a single click, the OnTeam Scheduling module saves an amazing amount
of time. Knowing that it can take two people as many as three days to manually
schedule a single department each month, the days and hours of time saved is
truly astonishing!”
The 1Call OnTeam Scheduling
module is Web-based and also integrates with Microsoft® Outlook®
calendars, giving users convenient access. It functions as a stand-alone module
and integrates with 1Call Infinity systems.
For more information, contact
1Call at 800-225-6035 or
info@1call.com.
1Call Announces Instant
Messaging Tool (April
2010)
1Call introduced the new Infinity IS Messenger to provide
real-time chat capabilities for a number of 1Call applications, including
Infinity telephone agent, soft agent, Infinity IS supervisor, and the
MiteyMite desktop application.
With IS Messenger, operators can send and receive instant
text chat messages with supervisors, other operators, and MiteyMite users. IS
Messenger also allows MiteyMite users to chat directly with other MiteyMite
users. Conversations can be held with one individual or multiple participants.
Each chat is displayed in a separate window, allowing users to easily switch
between conversations.
When used with the Infinity IS Directory View Action,
operators can screen calls for individuals, using IS Messenger to announce the
call and receive immediate instructions. Complete message histories, including
both sides of a chat, are maintained for all conversations.
Amtelco President Tom Curtin stated, “Chat is such an
accepted manner of communications these days, as it applies to many forms of
social networking, that it only makes sense to apply chat to MiteyMite in the
healthcare market as another way to communication with personnel in real time.”
For more information, contact
1Call at 800-225-6035 or
info@1call.com.
1Call
Introduces Infinity IS Transformer (February 2010)
1Call introduced the Infinity IS Transformer, an
application that automatically transforms Infinity message tickets into Infinity
Intelligent Series (IS) scripts. The IS Transformer can also automatically
transform message tickets from replaced systems into Infinity IS scripts. This
process saves a tremendous amount of time, eliminating many of the hours spent
manually entering data.
Amtelco President Tom Curtin said, “The Infinity IS
Transformer application is an amazing breakthrough for all of our current
customers, as well as our future customers. This can save them an incredible
amount of programming time, allowing call center managers to focus on other
needs in their call center and returning a fast ROI.”
The Infinity IS Transformer adds one more convenient
script creation method to the tools already available for customers. These
tools include a series of preloaded template scripts and the online resource
library. This includes a training library, Webinar library, script library, and
demo library. The script library allows customers to upload scripts to share
with others, as well as download scripts for their own use. Customers can
easily customize any scripts at any time.
1Call Online Training Receives
High Marks
(December 2009)
The 1Call Division of Amtelco recently held a series of
online training sessions. 1Call customers had the opportunity to attend
sessions from their own offices while listening to the presentation on their
phone and watching on their computers. The sessions included:
-
“Intelligent Series
Scripts” led by Amtelco’s Michael Quimby and Stacey Olson, along with
Melinda Keltner from the University of Kansas Medical Center
-
“Remote Operators and
Operator Training” by Heidi Skokut from Aurora Medical Center
-
“H1N1 Pandemic Call Center
Planning” by Betty Bouchie from Queen Elizabeth II Health Sciences Centre
-
“What’s New” by Amtelco’s
Kevin Beale
-
“Web On-Call Scheduling”
led by Julie Clark of Mayo Clinic Hospital
Comments from attendees included:
-
“The online demonstrations
were great and they were explained step-by-step which made it easy to
follow. The voices were as if they were in the same room. Very well done!”
-
“Very informative,” and
-
“Was interesting to get a
customer’s perspective. Excellent information and well worth the time.”
Attendees said they would attend future online seminars,
because of “budget constraints, and increased attendance from all of our
leadership team.”
Amtelco Receives Patent for
Dynamically Creating Records
(December 2009)
The 1Call Division of Amtelco announced the receipt of U.S.
patent 7,593,962 for “A System and Method for Dynamically Creating Records.”
The new patent encompasses using a script to pull information from a database
using a dynamic link, such as automatically entering a patient’s address when
the operator enters the patient identification number on an Infinity IS script.
Working in the opposite direction, this process can also be used to add
information to a database using a dynamic link, such as automatically adding a
caller’s name, address, and phone number, for example, to Amtelco’s CMI contact
management database when an operator enters the information on an IS script.
“This seamless transfer of data provides our customers with
concrete savings in training time and every call that comes into the healthcare
facility,” said Amtelco President Tom Curtin. “The ability to dynamically
create contact databases as operators take calls offers unlimited potential.”
This patent is the twenty-eighth patent received through the
leadership and innovation of Amtelco that started with the first patent in
1954.
1Call Introduces Infinity IS
Appointment Scheduling
(October 2009)
1Call introduced Infinity IS (Intelligent Series) appointment
scheduling, a comprehensive and efficient way for handling complex appointment
schedules for physicians, resources, clinics, locations, and equipment. The
Infinity IS appointment-scheduling module:
-
Allows customized appointment scheduling for each physician or clinic
-
Includes flexible scheduling options with varied appointment durations,
depending on appointment/procedure type
-
Provides easy-to-follow operator scripts to simplify the scheduling process
-
Furnishes accurate scheduling information, as schedules are saved and
updated as soon as appointments are scheduled
-
Synchronizes with Microsoft® Outlook® calendars for
physicians and staff
-
Offers a Web interface for easy access from anywhere
-
Allows appointment confirmations to be sent to physicians, patients, and
staff
-
Features a tight integration with the IS on-call scheduling module
Amtelco’s Director of R&D Software, Kevin Beale, said,
“Infinity IS appointment-scheduling gives healthcare call centers another
powerful tool. This addition complements the IS on-call scheduling and
enterprise-wide and mobile applications, giving healthcare organizations a
complete scheduling package. We look forward to working with existing and new
customers on the powerful scheduling opportunities now available to them.”
Significant Enhancements Added
to RED Alert System
(October 2009)
The 1Call Division of Amtelco announced a number of
significant new enhancements for the RED Alert Emergency and Event
Notification system. RED Alert gives organizations a fast method for
notifying the appropriate people in emergencies, along with sending meeting and
event reminders. The latest RED Alert features include:
-
A new streamlined screen
appearance
-
An enhanced map-based
interface for triggering alerts by geographic location, using mapping
applications such as MapPoint®, Google® Maps, or ESRI®
-
The ability to trigger an
RSS feed when an alert is activated
-
RSS integration with
1Call’s MiteyMite desktop soft phone dashboard application, providing
another convenient notification option sent directly to the recipient’s
desktop
-
Enhanced security with
optional new log-in “challenge questions”
-
Expanded functionality for
custom database fields on the alert and recipient set-up screens
RED Alert saves time, reduces errors, and speeds an
organization’s overall response time. A few of the many uses for RED Alert
include staff shortages, code calls, campus lockdowns, contingency planning,
scheduled – and unscheduled – events, evacuations, weather emergencies,
countywide drills, and much more.
1Call
Introduces MiteyMite Communication Tool (August 2009)
1Call
introduced MiteyMite, a software application that allows physicians and all
staff enterprise-wide to quickly and easily communicate with fellow staff
members. This eliminates the need for sticky notes, paper directories, printing
costs, wasted time trying to find numbers, and calling operators. The results
are better quality care to patients through more efficient staff communications.
MiteyMite can call, page, or send an email, SMS text message, or instant
message. It uses SIP dialing to call or page anyone directly from the desktop
and even record the conversation. Additionally, it also keeps physicians and
staff updated about important organization information by displaying the
designated RSS feeds.
Using
the MiteyMite’s incremental search box, physicians, and staff can rapidly locate
staff members by typing a name or phone number. With each keystroke, the search
results are updated with the closest matching name or number, saving time for
physicians and staff. MiteyMite can access information in optional directories,
patient information directories, and link to Microsoft® Outlook®
contacts.
Special
Delivery via 1Call’s Two-Way SMS Text Messaging (August 2009)
1Call
announced a better method for delivering critical messages with 1Call’s two-way
SMS text messaging capabilities. As the need to send text messages to cell
phones continues to increase, the speed and reliability of SMS is a necessity.
SMS delivers convenience by allowing physicians and staff to receive SMS text
messages no matter where they are. Unlike standard text messages, which can be
delayed, true SMS messages are delivered quickly and reliably.
Staff
members receiving SMS messages from Infinity IS can easily reply to messages to
confirm receipt, saving time for call centers, patients, and staff. When a
reply is received, the message can be marked delivered or sent to an operator
for review. All replies are documented in the message history.
“Two-way SMS is here and will save everyone time. This feature lets staff
communicate instantly to the call center by text message to automate message
receipt confirmation,” said Amtelco President Tom Curtin. “Everyone should get
on board with text messaging and the two-way capabilities. Not knowing if staff
has received the message has always been a black hole, and now it is solved.”
Amtelco
Welcomes Black Box into New Dealer/Distribution Program (June 2009)
Amtelco
announced a new dealer/distribution program that allows partners to offer
various Amtelco telecommunications products to their customers. Amtelco is
pleased to announce that Black Box Corporation has become a member of this
program.
"Amtelco is happy to be partnering with Black Box as their
breadth is so wide across all industries and the products they will sell--
including Amtelco's Soft Agent, ‘Just Say It,' Pro Show, eCreator, and Red Alert
systems-- compliment communications systems and provide a superior customer
service experience," stated Amtelco President Tom Curtin.
The
regional manager from Black Box in Arlington, Texas, Jeff Jamison, had this to
say about the new partnership: "In today's economy, we strive to offer our
customers strategies and designs utilizing today's cutting-edge technology.
Applications that can actually save a company valuable employee time equates
into hard dollars. We are excited to add the Amtelco product line to our
portfolio, enriching our offerings and providing forward-looking solutions."
1Call
Introduces Dashboard Monitoring and Mobile Applications (June 2009)
1Call
announced the stand-alone Infinity IS Dashboard real-time monitoring application
and a new suite of enterprise-wide and mobile applications. The dashboard gives
managers a visual snapshot of current system traffic, call types, average time
to answer, operators, and waits. The dashboard can be run on a desktop PC and
displayed on large monitors. The information displayed on the dashboard can be
customized to show multiple types of charts and gauges, with the exact
information needed to effectively run the call center.
The
dashboard can also be Web-enabled, allowing managers to view information from a
home PC or mobile phone browser. Managers, physicians, and staff can also
access Infinity IS directories, on-call schedules, messages, and reports
from PCs and mobile phone browsers, keeping them up-to-date from virtually
anywhere.
Amtelco President Tom Curtin stated, "We are really excited about having such a
large, visual, real-time ‘dashboard' for improving the decision-making process.
Now, at a glance, managers see detailed system information. Using mobile Web
access, managers can view the real-time dashboard on their Blackberry or iPhone.
This provides incredible freedom and decision-making abilities to staff."
Red Alert Adds ESRI® and
Google™ Mapping Capabilities
(April 2009)
The 1Call Division of Amtelco announced that the Red Alert
Emergency and Event Notification system now features industry-standard ESRI®
and Google™ mapping capabilities, significantly enhancing the ability to quickly
trigger alerts for specific geographic areas. The enhanced mapping capabilities
make Red Alert the ideal system for triggering alerts for community disasters,
biohazards, evacuations, or severe weather conditions.
Alerts can be issued for campus locations, neighborhoods,
cities, entire counties, or one or more states or provinces. To define an area,
the alert issuer simply draws a box or a circle, clicks to create a polygon
shape, or enters a radius and clicks on the map. Red Alert shows a list of
responders in that area for review. Red Alert issues alerts by phone, mobile
phone, SMS, email, pager, fax, or a number of other methods.
In addition to mapping, other recent Red Alert additions
include:
-
HL7 Interface
-
Expanded Multilingual
Capabilities
-
Interactive Real-Time
Monitor
-
Survey Capabilities
-
Improved Administrative
Security
-
Custom Group and Fields
-
Expanded Reporting
1Call Introduces Synergy HL7
(April 2009)
The 1Call Division of Amtelco introduced the Synergy HL7
system, instantly communicating HL7 data to the personnel that need it. Synergy
HL7 is a performance improvement tool that provides advanced, automated
notification technology to speed dispatch jobs, reduce errors, and optimize
workflow for:
Synergy uses the HL7 data from
an organization's existing HIS system, filters the data, and automatically
notifies personnel about these types of specific events. The instant
notification makes it possible for staff to act immediately, helping
organizations efficiently take care of patients, rooms, results, and equipment.
According to Amtelco President
Tom Curtin, "Synergy HL7 is an innovative system that delivers a fast ROI to
healthcare organizations by helping them more quickly move patients from the
emergency room to a hospital room. Synergy brings key data and people together,
helping ensure their enterprise runs more effectively."
1Call Infinity IS Soft Agent Rated "Avaya Compliant"
(March 2009)
The 1Call Division of Amtelco
announce that the 1Call Infinity IS Soft Agent has received the Avaya DevConnect
Compliant Award for successful compliance testing with Avaya, Inc.'s
Communication Manager 5.0 and SIP Enablement Services 5.0. Amtelco is a member
of the Avaya DevConnect Program.
The 1Call Infinity Soft Agent
offers revolutionary simplicity to improve both agent
and call center performance, instantly impacting an organization's bottom line.
The key to the power of the Infinity IS Soft Agent is the built-in search
and action capabilities of the Soft Agent Sandbox, which provides a single point
of focus, saving time and eliminating agent errors. With each keystroke, the
Sandbox knows to either look up information in real time or to call a number.
This compliance expands the
capabilities available for 1Call's healthcare customers that use Avaya
products. 1Call is committed to continually improving the integrations between
the 1Call products and the Avava PBXs, helping improve 1Call/Avaya customers'
enterprise-wide communications.
Other 1Call/Amtelco products
have received the DevConnect Compliant award, including the 1Call Infinity
system and the eCreator browser-based scripting system.
Amtelco Establishes Dealer
Program for Telecommunications Products
(March 2009)
Amtelco has established a dealer/distribution program that
will allow partners to sell a number of different products, including the new
Infinity IS Soft Agent.
"We are pursuing qualified companies to partner with. We are
especially interested in well-established companies that have a large customer
base so they may go back to them with tailored communication products that help
their customers increase their businesses," stated Amtelco President Tom
Curtin. He continued, "Our popular Infinity IS Soft Agent, Red Alert, and "Just
Say It" products will help drive our dealer program."
Amtelco and 1Call features numerous PBX integrations,
including Avaya, Cisco, NEC, Nortel, and Siemens.
1Call Announces Third Annual
Leadership Conference and Training Seminar
(Dec 08)
The 1Call Division of Amtelco Third Annual Leadership
Conference and Training Seminar will be held Tuesday, September 29 through
Thursday, October 1, 2009, in Madison, Wisconsin. This two-track conference and
seminar will again be held at the Monona Terrace Convention Center, inspired by
world-renowned architect Frank Lloyd Wright.
All 1Call customers, including administrators, managers,
supervisors, and lead operators, are invited to attend. Similar to the previous
two years, the 2009 sessions will include topics for the entire group, as well
as separate leadership track and training track sessions. At leadership
sessions, guest speakers will discuss new call center technologies, showing
attendees how to add new services for their customers and how to use the newest
features to save time, reduce errors, and improve staff productivity and
efficiency. The training sessions will provide attendees with hands-on training
and detailed report reviews.
According to Amtelco President Tom Curtin, "The 1Call
Leadership and Training sessions give all of our customers the opportunity to
participate in these information-packed sessions. We're looking forward to
another successful opportunity for in-depth learning and networking
opportunities."
Bill Curtin Inducted into the
CAM-X Hall of Fame
(Dec 08)
Congratulations go out to
Bill Curtin on his induction into the 2008 CAM-X Hall of Fame. This
presentation took place at the gala banquet held in conjunction with CAM-X's
Annual Convention and Trade Show held recently at the Deerhurst Resort,
Huntsville, ON.
Bill was nominated for this
prestigious honor by Paul Lloyd (Answer Plus) and Doug Swift (Tigertel). Paul
presented a brief biography and an inspiring tribute to the long-time industry
leader with a touching overview of Bill's accomplishments during his many years
in the industry.
The CAM-X Hall of Fame was
established by the Canadian Call Management Association in 2001 in order to
recognize dynamic individuals whose leadership has contributed to the evolution
of the telemessaging and call center industry. The Hall of Fame celebrates
inductees for their accomplishments, their vision, and their leadership, as well
as for their tireless efforts to promote, support, and protect the industry.
1Call Introduces
Infinity
IS Soft Agent
(Oct 08)
The 1Call division of
Amtelco announced the new 1Call Infinity IS Soft Agent, which offers simplicity
to improve operator and call center performance.
The key
to the Infinity IS Soft Agent is the combination of built-in search and action
capabilities of the Soft Agent Sandbox, combined with a straightforward,
uncluttered screen. With each keystroke, the intelligence of the Sandbox knows
to either look up information or to call a number. The Soft Agent Sandbox
provides a single point of focus, saving time and eliminating errors for
operators.
"The Infinity IS
Soft Agent, using 1Call's Sandbox search technology, offers users new and
powerful tools for call handling, as well as information access and sharing,"
according to President Tom Curtin. "The Soft Agent uses industry standard
protocols, including SIP, to integrate with PBXs and IP-based switches and gives
healthcare call centers a more efficient way to handle calls throughout their
enterprise."
Amtelco
Receives Patent for Intelligent Script Swapping (Aug 08)
The 1Call Division of Amtelco is pleased to announce
the receipt of U.S. patent 7,359,918 for "A System and Method for Intelligent
Script Swapping."
The new patent provides protection for the
interoperability of various types of call scripts: agent-based, Web-based, and
interactive voice response, including voice recognition. The application
included 97 interrelated claims of precedence for Amtelco's method of sharing
data between the several types of scripts during the course of a telephone call.
"I am really excited about this idea, now patented,
that we put to use in the Infinity Intelligent Scripting module and that our
customers use to save operator time and reduce errors," Amtelco President Tom
Curtin said in announcing the new patent. "Congratulations are in order for the
inventors and to all at Amtelco who help us strive to improve our products."
This patent is the twenty-seventh patent received by
Bill Curtin and Amtelco, continuing a strong history of innovation that started
with the receipt of the first patent in 1954.
1Call Hosts
Successful Leadership Conference and Training Seminar (Jun 08)
1Call's Second Annual Leadership Conference and Training Seminar was recently
held on April 22-24, 2008. Attendees came from California, Washington, Oregon,
Montana, Arizona, Texas, Missouri, Minnesota, Illinois, Ohio, Pennsylvania, New
York, South Carolina, and Florida.
The
conference featured a number of 1Call customer speakers, including Michelle
Jacobson from HCMC in Minneapolis, who started the sessions by describing how
the HCMC Infinity system efficiently managed call traffic during the Minneapolis
bridge collapse on August 1, 2007. Additional 1Call customer presenters
discussed creating efficient access centers, providing enterprise-wide Web
on-call, automating enterprise-wide processes with Red Alert and HL7
integration, and effective operator training. Attendees also learned about the
newest Infinity and Infinity IS (Intelligent Series) features, detailed report
reviews, and the newest Red Alert emergency and event notification system
features.
Comments from attendees included, "Excellent," "Very knowledgeable speakers,"
"Very good presentations," "Well done," "Wonderful," and "Very well-planned and
prepared."
1Call
Introduces New Infinity Unity Voice Logger (Jun 08)
The
1Call Division of Amtelco announced the new Infinity Unity Voice Logger. Since
it was first introduced in 2001, the software-based Infinity Voice Logger has
recorded countless hours of calls, helping verify that all calls were handled
correctly. The new server-based Unity Voice Logger provides a more reliable
call recording solution that is easy to configure, maintain, and secure, giving
healthcare organizations the ultimate in unified voice communications.
The
server-based Unity Voice Logger simplifies connecting both local and remote
operator workstations and reduces bandwidth consumption. Operators can use
traditional hardwired connections, dial-up connections, or VoIP connections.
Unity Voice Logger offers the ability to capture operator screen snapshots
along with recordings, allowing supervisors to see exactly what the operator was
seeing while handling a call. It also includes the agent assessment form, a
customizable electronic form that allows supervisors to rate each operator's
call handling performance.
1Call Announces Infinity Software Version
5.5 Release
(Apr 08)
1Call announced the release of
Infinity Software Version 5.5, with Infinity computer telephony integration
enhancements and new Infinity and Infinity IS features, including:
-
High Density Computer Telephony Integration:
This includes MC-3, T1/E1 with Voice Processing, and VoIP with SIP Trunking.
-
Real-Time Backup backs up entire Infinity
database, including voice, to backup server on a real-time basis.
-
Infinity Unity Voice Logger with server-based
recordings that simplify connecting local and remote workstations.
-
Infinity IS Directory
Contacts: Contact-based directories allow information entered once to be
used by multiple directories.
-
Infinity IS Directory
On-Call Scheduling: Directories can also include an unlimited number of
on-call schedules.
-
Infinity IS Physician
Referral includes search criteria to select a matching physician.
Additionally, the 4U Rack Chassis
features configurable backplane options, three redundant hot-swap power
supplies, and supports new high-density boards.
According to Amtelco President
Tom Curtin, "Amtelco's software engineers have worked very closely with our
customers to develop the features they've requested. The result is an
impressive list of new Infinity features."
Greg Strehlow Joins 1Call Sales Team
(Apr 08)
The 1Call Division of Amtelco is
pleased to announce the addition of Greg Strehlow to the healthcare and higher
education sales team. Strehlow began his career with Amtelco in 2004, writing
Infinity IS (Intelligent Series) documentation. He then moved to the customer
care department as a training specialist, where he focused on Infinity IS
training. Prior to joining Amtelco, Strehlow received a degree in
Engineering/Technical Communications from the University of Wisconsin.
"Greg is a bright young man with
excellent people skills," said National Sales Manager Mike Friedel. "He will be
a great advocate for our existing customers and will aggressively seek out new
business. Greg is an outstanding addition to our 1Call sales team." He will be
working with healthcare and higher education organizations in Arizona,
California, Nevada, and New Mexico.
1Call's
Clairvoyant Agent Easily Handles Frequent Callers
(Feb 08)
The 1Call Division of Amtelco
announced an innovative way for healthcare organizations to handle repeat
callers, using the Infinity IS Clairvoyant Agent, which keeps track of previous
callers. As soon as an operator answers a call, Clairvoyant instantly displays
who is calling and the reasons why they've called before. Operators simply
verify the caller's information and use a drop-down box to select the reason for
the call, such as to schedule an appointment, to speak to a nurse, or to refill
a prescription. The reasons for the call are presented in the order of
frequency; operators can enter a new reason by simply typing it in.
"Clairvoyant Agent saves time and
helps healthcare organizations process more calls quickly and accurately,"
stated Tom Curtin, president of Amtelco's 1Call healthcare division.
"Clairvoyant is ideal for all types of calls that healthcare organizations
receive and makes it easy to handle calls for recurring health issues, disease
management, prescription refills, billing questions, and even calls from the
nurse's station to the pharmacy."
New Features for Red Alert Emergency and
Event Notification System (Dec 07)
The 1Call Division of Amtelco
announced several enhancements for the Red Alert emergency and event
notification system. Red Alert's reporting capabilities have been expanded to
produce double the standard reports. Two new reports are specifically designed
to streamline the exporting of Red Alert data into spreadsheets, statistical
analysis, and geographic plotting applications. All of the existing reports
have been redesigned and improved.
The new Red Alert survey function
polls alert recipients for various reasons. This includes allowing them to
respond to a non-emergency alert or to pick the closest location. For each
alert, surveys can include up to ten yes/no or multiple-choice questions.
Surveys include branching capabilities, automatically taking recipients to the
next appropriate question, based on their response.
Other new Red Alert features
include expanding the Red Alert recipient check-in Web capabilities, making it
easier for recipients to manage their own contact information, and adding an
opt-in capability. Recipients can now also create their own user identities in
the Red Alert database and configure the order of their contact methods when
alerts are issued.
1Call Announces Dates for Leadership
Conference and Training Seminar (Dec 07)
The 1Call Division of Amtelco
announced that the Second Annual Leadership Conference and Training Seminar will
be held Tuesday, April 22 through Thursday, April 24, 2008, in Madison,
Wisconsin, at the Monona Terrace Convention Center, inspired by world-renowned
architect Frank Lloyd Wright.
All 1Call customers, including
administrators, managers, supervisors, and lead operators, are invited to
attend. Like last year, the sessions include topics for the entire group, as
well as separate leadership track and training track sessions. At the
leadership sessions, guest speakers will discuss new call center technologies,
show attendees how to add new services for their patients, and how to use
Infinity's IS Series to save time, reduce errors, and improve staff productivity
and efficiency. The training sessions will provide attendees with hands-on
Infinity training and detailed report reviews.
According to Amtelco President
Tom Curtin, "This beautiful setting, which overlooks the Lake Monona skyline,
will provide our attendees with unique opportunities to learn more about
streamlining enterprise-wide communications and even more importantly,
networking with other peer organizations."
Two New Infinity Operator Performance
Reports Now Available (Oct 07)
The 1Call Division of Amtelco
announced the availability of two new Infinity reports to help monitor operator
performance and assist with scheduling. The reports, which are specifically
designed to integrate with the Aspect™ Workforce Management software, include
the Infinity forecast, scheduling, and tracking report, and the Infinity agent
productivity report.
The Infinity forecast,
scheduling, and tracking report includes the number of inbound calls, average
answer time, average work time, number of dial outs, and more, and can be used
to help better define staffing needs. The Infinity agent productivity report
generates an overview of each operator handling calls and includes counts and
average times to determine each operator's effectiveness. When used with call
traffic reports, these reports help determine staffing requirements.
These new reports are available
for purchase with Infinity Software Version 5.3 and newer versions. The reports
become part of the Infinity unified reports package based on Crystal Reports®
9.0 and the Infinity IS reports package, based on Crystal XI. Both are
open-source reports, allowing customization using Crystal Reports tools.
University of Toledo Purchases Red Alert
Safety System (Oct 07)
The Safety and Health Department
at the University of Toledo (UT) has purchased a Red Alert safety system to help
ensure the security of students and employees on Main, Scott Park, and Health
Science campuses. According to Gary Jankowski, associate vice president of
safety and health, an ad hoc task force was created to identify and prioritize
the most pressing safety issues facing UT campuses. A major issue on Main
Campus was the lack of a campus-wide public announcement system or mass
communication system.
"It was important to do this
because in the event of a tornado warning for the area or a violent episode on
campus somewhere or in the case of a child who has been abducted from the
day-care center, for example, there was no effective way to get this critical
information out to the campus community quickly and in widespread fashion,"
Jankowski said.
Red Alert, provided by 1Call, a
division of Amtelco, will have many capabilities, including delivery of mass
alerts to faculty, staff, students, or pre-defined groups via pagers, email,
text messages, and telephone.
1Call Introduces Automated
Appointment Reminder System (Aug 07)
Amtelco's 1Call Division
announces the new Infinity appointment reminder system, designed for healthcare
organizations that are challenged with having patients keep their scheduled
appointments.
All healthcare providers know
that missed appointments are more than a nuisance. Missed appointments reduce
scheduling capacity, contribute to inefficiency, lower the quality of care,
reduce revenue, and negatively affect the working environment for providers and
staff. Tagged "no shows," some studies indicate that as many as 30 percent of
all appointments end up with no one showing up or the patient calling to
reschedule.
The Infinity appointment reminder
system allows patients to "have it their way" when being updated on future
appointments. The system allows providers to customize how and when patients
receive notification of upcoming appointments. Patients can receive messages
via fax, email, phone call, SMS text message, or any combination of these
methods. The Infinity appointment reminder system integrates with providers'
existing scheduling systems to get the latest scheduled patient appointments
that need reminder messages. Cancelled and rescheduled messages can be sent to
patients as well.
1Call Innovates with Timesaving
"Push-to-Talk" Feature
(Jun 07)
The 1Call Division of Amtelco
announced the new Infinity Push-to-Talk feature, which gives operators fast
access to overhead paging or radio connections. This eliminates the need
for operators to move to a specific location to access security radios or mobile
dispatch radios, saving time and increasing efficiency. To activate the
connection, operators press and hold a key on the keyboard, which remains active
until the button is released. Operators see a visual indication on the
screen that they are currently connected to the overhead paging system or to the
radio. The Push-to-Talk button can be assigned to any function key on a
standard keyboard or any key on the Infinity KB163 keyboard.
"The new Infinity Push-to-Talk
feature makes it possible for our healthcare organizations to communicate more
efficiently and effectively with patients and visitors inside the facility, as
well as providing an instant communication link with security personnel and
hospital staff throughout the enterprise in urgent situations," stated Tom
Curtin, President of Amtelco's 1Call healthcare and higher education division.
1Call Holds Leadership Conference and
Training Seminar
(Jun 07)
The 1Call Division of Amtelco
hosted the first annual 1Call Leadership Conference and Training Seminar on
April 24-26, 2007. Attendees benefited from sessions designed for the entire
group, as well as separate leadership track and training track sessions
throughout the day. The seminar was held in downtown Madison, giving attendees
a chance to visit a number of local area attractions.
Attendees
learned about various aspects of their Infinity systems and had the opportunity
to find out more about the RED Alert emergency and event notification system,
including a live demo. During the sessions, guest speakers provided attendees
with insight into adding new services for their patients, improving efficiency
in their call centers, new call center technologies that are available, and
using Infinity's IS scripting to save time, reduce errors, and improve
enterprise-wide efficiency. The training track sessions provided attendees with
hands-on Infinity training and detailed report reviews.
Attendee comments included, "The
networking was awesome!" "Great job! Looking forward to next year," and "Thank
you for always being there; you're our number one vendor!"
1Call
Adds "Discovery Forum" On-Line Training Seminars
(Apr 07)
The 1Call Division of Amtelco
announced a new series of on-line "Discovery Forum." The Discovery Forums are
led by customers and provide a unique opportunity for networking, sharing tips
and tricks, and brainstorming new ways to simplify and streamline
communications. Betty Bouchie, of QEII Health Sciences Centre in Halifax, Nova
Scotia, who has led two Discovery Forums, said "I feel
it is an honor and a privilege to share ideas and thoughts with my peers about
things that are important to our everyday system activities. Sometimes a common
practice in one facility is a revelation to another. We all grow when we share
ideas. I am looking forward to participating in forums presented by others."
Tom Curtin, President of
Amtelco's 1Call healthcare and higher education division, added, "These forums
are one more way 1Call is partnering with our customers, helping ensure they
have the information and resources they need to take full advantage of Call
systems."
Discovery Forums are recorded
(with the presenter's approval) and available for viewing via Amtelco's
TechHelper Resource Library Website.
Customers can also find training tutorial movies, script libraries (downloadable
eCreator/Infinity IS scripts), product demos, reference guides, and
software downloads.
1Call Offers Message Confirmation
(Feb 07)
With today's new PDA smartphones and
the use of alpha paging, physicians can often get all of the information they
need without speaking to an agent. The 1Call Division of Amtelco is pleased to
announce two Infinity features that confirm physicians have received their
messages: page confirmation and email confirmation. With these features,
Infinity sends unique confirmation numbers with each page or email message.
When physicians call in (for pages) and enter the unique ID, or reply to an
email, the message history is updated to show the message is confirmed, and the
message is marked delivered. If a message is not confirmed within a
predetermined amount of time, or the physician declines the message, it returns
to an operator as a failed page confirmation or failed email confirmation, so
further action can be taken.
These Infinity features save time for
agents and physicians by allowing Infinity to monitor the message confirmation
process, and they also ensure all messages reach their intended recipient.
RED Alert Adds
Mapping Capabilities (Dec 06)
The 1Call Division of Amtelco
announced that the RED (Rapid Emergency Deployment) Alert Emergency and Event
Alert System now features mapping capabilities.
This makes RED Alert the ideal system to use for triggering response to
community disasters, biohazards, threats, evacuations, and even for campus-wide,
severe weather-related emergencies.
RED Alert System gives healthcare
facilities a fast method for notifying personnel in disaster and emergency
situations, and can also be used for event and meeting reminders. RED
Alert saves time for healthcare staff, reduces errors, and speeds the
organization's overall response time.
To trigger an alert, the person
issuing the alert simply draws around the designated area on a map, and RED
Alert begins contacting the people responsible for emergencies in that area. Alert
recipients are shown on the map with pushpins, so the person triggering the
alert instantly knows how many people will be contacted. The
map is real-time, so if a new recipient is added before the alert is issued, the
new recipient also receives the alert. RED
Alert issues alerts by phone, mobile phone, SMS, email, pager, or fax.
1Call Announces
Seminar (Oct 06)
The 1Call Division of Amtelco
announced that the next 1Call Administrative and Management Seminar will be held
April 24-26, 2007, in Madison, Wisconsin. As in previous years, in-depth
training sessions will be held for 1Call managers, supervisors, and lead
operators. Amtelco Training
Specialists, along with members of the Amtelco Innovation Development Team, will
lead these sessions.
The 2007 seminar will also
feature new sessions designed specifically for healthcare administrators,
helping them learn more about the innovative ways other healthcare organizations
are using 1Call equipment to simplify and streamline communications
enterprise-wide, and prepare for emergency and disaster situations.
Healthcare administrators who use 1Call equipment at their organizations
will facilitate these sessions.
1Call invites all 1Call
administrators, managers, supervisors, and lead operators to mark their
calendars now to attend this seminar, which will be held at the Hilton Madison
Monona Terrace Hotel, in downtown Madison, Wisconsin.
1Call
Holds Management Seminar
(Aug 06)
The
1Call Division of Amtelco hosted the seventh annual Management Seminar, June 6-8, 2006, in
Madison, Wisconsin. Attendees learned about
many aspects of their systems, including account setup tips and a bonus session
on using Infinity IS, as well as Red Alert Emergency Notification.
Several breakout sessions allowed attendees to pick topics best suited to
their specific needs. Guest speaker
Betty Bouchie, System Analyst at Queen Elizabeth II Health Sciences Centre in Halifax,
Nova Scotia, shared information on Web On-Call, National Amtelco Equipment
Owners (NAEO), and operator training aids, including tests and exercises used at
her call center.
Comments
from seminar attendees included, "Presenters kept it educational and fun."
"The seminar was very well done. I
got some great ideas." "Awesome job." "Great conference and great
support from Amtelco. Pleasure to
see the ‘team' that they have." "This seminar was an exciting experience
and very detailed. Tom [Curtin],
please be proud of your team. They
are like family, which means they care. This
is important!"
Next year's 1Call Management Seminar is
scheduled for April 2007.
Amtelco Receives GSA Contract
for Red Alert System
(Jun 06)
1Call
announced that GSA (U.S. General
Services Administration) recently awarded a Federal Supply Service Contract
Number (GS-35F-0309S) to Amtelco for
Red Alert. GSA is the federal
government's premier acquisition agency.
The
Red Alert Emergency and Event Notification system is currently being used by a
number of healthcare organizations and pharmaceutical companies.
Red Alert is easy to set up and use; it features Web-based alert triggers
and administration applications, real-time monitoring, and detailed reporting.
The
GSA mission for its agencies, according to GSA Acting Administrator, David L.
Bibb, is "to provide [Federal agencies] with innovative solutions, and the
right services at the right time, and at the right price so that they are free
to concentrate on their missions."
Amtelco/1Call
President Tom Curtin commented, "The GSA certification gives us the
opportunity to implement Red Alert more quickly in various Federal Government
Institutions, including FEMA, Homeland Security, VA Healthcare facilities, and
the Military. Red Alert's fast
notification process makes it possible for these agencies to respond faster in
all types of situations."
Red
Alert Adds New Sales Staff
(Jun 06)
1Call
announced that Mel Carter and Tim Brady will now manage sales in several new
markets for the Red Alert Emergency and Event Notification system.
Tim
Brady recently joined Amtelco's Red Alert team, with 25 years experience in
sales and marketing management. Mel
Carter has been with Amtelco for 13 years, most recently as a 1Call National
Sales Manager. These two will now
focus on the business continuity and special notification needs for government
agencies and commercial businesses.
The
Regional 1Call Sales Managers, along with 1Call National Sales Manager, Mike
Friedel, will continue to handle Infinity call center, as well as Red Alert
Emergency Notification needs for healthcare and higher education organizations.
Amtelco/1Call
President Tom Curtin commented, "I am very pleased with the 1Call and Red
Alert sales groups. This will allow
our 1Call sales staff to concentrate solely on the needs of healthcare and
higher education organizations, while Mel and Tim work in new areas that need
Red Alert, as well as providing assistance to the 1Call sales staff."
1Call Announces New Infinity
Software Version
(Apr 06)
1Call
announced Infinity's new Software Version 5.4, which introduces new features
designed to give healthcare organizations new ways to eliminate errors, reduce
costs, and increase efficiency. A
few of the new features include:
-
Dynamic
answer phrases: answer phrases now automatically change to the current time
of day (good morning, afternoon, or evening), and can include operator name,
physician name, ANI, status, and holiday greetings, such as "Happy
holidays."
-
Dynamic
Perfect Answer: operators can record multiple greetings for each account,
including morning, afternoon, evening, and holiday greetings.
-
Physician
list view: operators can view a complete list of physicians and departments
without having them entered in a directory.
-
"Covered
by" status enhancements: operators can select a physician covering for
another physician by name.
According
to Amtelco/1Call President Tom Curtin, "From this very short list of new
Infinity features, it's easy to see 1Call's dedication to helping improve
enterprise-wide communications at healthcare organizations."
1Call Announces New Infinity EIS
Enhancements
(Apr 06)
1Call
announced that new Infinity Enterprise Intelligent Series (EIS) features are
included with Infinity software version 5.4, providing new ways to streamline
enterprise-wide communications. EIS
enhancements include:
-
New
reporting: server-based reporting allows reports to be modified from any
supervisor workstation. Reports
can also be scheduled to run automatically.
-
Dispatch
now includes scripting, which allows supervisors to predetermine the flow
for each physician's dispatch process and priority, which helps ensure
high-priority jobs are completed first and reminders, to ensure operators
follow up.
-
On-call
scheduling: new calendar views allow operators to view daily, weekly, and
monthly schedules; new alerts appear in pop-up windows; and new details
include vital information for schedules.
-
The
new EZ editor makes it easier to quickly create all types of scripts.
According
to Amtelco/1Call President Tom Curtin, "Many of these features are a result of
requests from our customers. We will
continue to work with our customers to ensure they have the features they need
to provide the best enterprise-wide service."
RED Alert
Receives "Product of the Year" Award
(Feb 06)
The
1Call Division of Amtelco announced that its RED (Rapid Emergency Deployment) Alert system has received the 2005
"Product of the Year" Award from Technology Marketing Corporation.
"We
are very pleased that RED Alert was selected as the Product of the
Year," said Tom Curtin, Amtelco President.
"RED Alert offers an innovative and comprehensive package for handling
everything from staffing shortages, to emergency situations, and even routine
meeting reminders. Because it allows
healthcare organizations to instantly notify, respond, and communicate in any
type of situation, RED Alert is also a vital part of an
organization's HEICS (Hospital Emergency Incident Command System) plan."
RED Alert is used in healthcare organizations, along with a number of other
industries. Its Alert instant
notification system is easy to set up and use and can also provide on-demand
conference calls for ongoing communications, as well as recording for historical
accuracy and training.
Make
a Great First Impression with Dynamic Answer Phrases
(Oct 05)
Infinity
can help call centers make a great first impression with dynamic answer
phrases. With this new feature,
the answer phrase for each account is dynamically changed to insert the
desired information, including:
-
Operator's name - Customize
the answer phrase for each operator by inserting their name in the answer
phrase. For example, "Thank you
for calling Dr. Smith's office,
this is Lisa, how may I help you?"
-
Time-sensitive phrases -
Automatically add "Good Morning,"
"Good Afternoon," or "Good Evening"
to the answer phrase, based on the current time of day.
-
ANI name - Include the
caller's name in the answer phrase, such as, "Good morning,
Dr. Johnson's Office, how may I help you Mr.
Wilson?"
-
ANI number - Insert the ANI
number into the answer phrase. For
example, "Thank you for calling the Pediatric Department, I see you are
calling from 555-4567,
how may I help you?"
-
Status - Include the
physician's current status with the answer phrase, such as, "Good afternoon,
Dr. Julien's office; Dr. Julien is currently out
of the office, how may I help you?"
1Call
Infinity Completes Integration Testing with Cisco
(Oct 05)
The 1Call
Division of Amtelco announced that the 1Call Infinity system has successfully
completed interoperability testing with the Cisco Call Manager version 4.1(3).
The interface between the two systems is Primary Rate ISDN running QSIG
protocol. The Infinity system and
Cisco Call Manager function together to provide Intelligent Console solutions
for healthcare and higher education organizations, a voice mail system for
telephone carriers, and a commercial call center system.
Using
Infinity and the Cisco Call Manager, Infinity receives called party, calling
party, and calling party name. For
calls forwarded to Infinity, an additional QSIG forwarding message (such as no
answer, busy, forward all) is included, along with the diverting party and
diverting party name. This makes
it possible for Infinity to forward calls to operators with the identity of
the forwarding station.
Save
Time Processing Calls with Auto ANI Routing
(Oct 05)
The
1Call Division of Amtelco announced automatic routing based on ANI (Automatic
Number Identification, also known as Caller ID).
Using the new Infinity auto ANI routing feature, callers will"
-
Hear a special greeting, letting
them know their phone is forwarded
-
Be sent to the voice check-in
line, allowing physicians or staff to pick up messages
-
Follow the behavior of another
account, by having a particular ANI set to change to a different account
Some
of the possible uses include:
-
Eliminating calls to operators
while simplifying check-in and check-out procedures for a physician's office
staff
-
Routing after-hours calls from a
physician's home or cell phone directly to a dispatcher
-
Sending calls from a specific
patient to a particular operator or a supervisor
-
Preventing unwanted callers from
reaching an operator
-
Directing a physician's call to
the manager
The Auto
ANI numbers and routing are set up individually per account, giving call
centers the ability to customize the call routing for each physician or
department.
1Call
Receives
Vendor Integration Certification
(Aug 05)
The
Hospital Corporation of America (HCA) has awarded Vendor Integration
Certification (VIC) to the 1Call Infinity system, for use with ADT
(admissions, discharges, transfers) transactions.
HCA
is a leading provider of healthcare services, composed of locally managed
facilities that include approximately 190 hospitals and 91 outpatient surgery
centers.
The
modular 1Call Infinity call center and intelligent PC console system platform
is currently being used by more than 150 healthcare organizations.
Infinity receives real-time ADT information, which is automatically
updated in its directories, ensuring all operators have access to the most
current patient information for accurate and fast call processing.
"1Call
is very excited about the opportunity to work with the family of HCA
healthcare facilities," said Tom Curtin, President of Amtelco.
"1Call has developed a variety of software tools that allows HCA
facilities to increase efficiency, eliminate errors, increase patient customer
satisfaction, and increase revenue."
New
Infinity Features Simplify and Improves Call Handling
(Aug 05)
The
1Call Division of Amtelco announced new features, including the Infinity
button bar and the Infinity pop-up answer phrase.
The new Infinity button bar is displayed below the call window and
answer phrase window on the Infinity operator screen.
It shows the F1-F12 function keys, along with a text description of
what each key does, such as "Line 1," "Done," and "Directory."
According
to Amtelco President Tom Curtin, "The Infinity button bar makes call
handling even more intuitive and user-friendly.
The labels on each button can be customized to match whatever function
each hospital wants to have." Some
common uses include transferring calls to specific departments, code calls,
and displaying the on-call schedule.
With
the Infinity pop-up answer phrase, the answer phrase is displayed at a larger
size for the first few seconds after the call is answered.
This helps bring the operator focus to the answer phrase when they
first connect.
Infinity's
Dynamic Linking
(Jun 05)
Simplifying
the process of handling all types of medical calls and eliminating errors is
vital to healthcare call centers. It
was with this in mind that the 1Call Division of Amtelco announced
Infinity's dynamic linking technology.
Using
Dynamic Linking, Infinity automates many of the tasks traditionally performed
manually by agents, such as linking a message to a directory, info page,
on-call schedule, external database, eCreator script, or website.
In essence, dynamic linking eliminates guesswork for call center agents
by instantly providing the information needed to professionally handle each
call. Considering the wide variety
of calls healthcare call center staff are presented with - everything from
calls about a child with an earache, to wanting to schedule an appointment, to
trying to find a new doctor - Infinity's dynamic linking is a powerful
tool. Applications for dynamic
linking include streamlining the processing of code calls, 911 calls, updating
member information, physician messaging, and Infinity and eCreator
integration.
Dynamic
linking is designed to save time, increase accuracy, and improve
communications by providing streamlined access to information throughout
healthcare organizations. Dynamic
linking is available with Infinity software version 5.3.
1Call Adds New Features to Voice Logger
(Apr 05)
The
1Call Infinity voice logger is a software-based call recording solution that
automatically records all operator involvement with incoming and outgoing
calls. Voice logger integrates to
the 1Call Infinity system, and is
helpful in training new operators as well as a quality assurance tool.
Voice logger recordings are saved as WAV files, and can be sent via email
to departments and physicians. Call
recordings can be archived and saved to another hard drive, a DVD, a CD, a
tape, and other devices for long-term storage.
Infinity
voice logger software version 2.1, introduced the ability to capture screen
snapshots along with recordings, allowing supervisors to see exactly what the
operator was seeing while handling a call.
This new software version also introduced an optional agent assessment
form, a customizable electronic form that allows supervisors to rate each
operator's call handling performance. A
few of the other new features include Web access for supervisors, physicians,
and staff members; time-saving schedules to automatically send call recordings
to an email address; convenient new search options; and VPN or FTP transfer
of remote operator call recordings.
1Call
Offers Resource Library for Custom Scripts
(Apr 05)
The
1Call Division of Amtelco announced the introduction of the Amtelco Resource
Library. This Web-based library
saves a significant amount of account set-up time for customers by allowing
them to view scripts, download scripts, and then customize scripts to meet
their specific needs. Scripts are
available for the Infinity Intelligent
Messaging module, eCreator, and eCreator IVR (Interactive Voice Response).
To further simplify account setup, downloaded scripts may also include
databases and reports.
Customers
can browse through the various scripts to see unique ways to program accounts.
In addition, customers can add their own scripts to the Library to
share with others. This makes the
library interactive, with new scripts being added by both Amtelco and
customers. The library includes
easy instructions for submitting scripts, databases, and reports.
The library includes scripts for all types of applications, including
general messaging calculations (age), medical messaging, prescription refills,
insurance inquiries, patient placement, appointment taking, appointment
reminders, physician referral, help desk, data collection/information
requests, code calls, console calls, surveys, and more.
1Call
Receives NEC Certification for RED Alert
(Feb 05)
The
1Call Division of Amtelco announced that Amtelco has received certification for
the 1Call Rapid Emergency Deployment (RED) Alert system with the NEC NEAX 2400
IPX. Amtelco is a member of the NEC
Fusion Strategic Alliance Program.
RED
Alert gives healthcare organizations a fast method for notifying and
communicating with the appropriate personnel in disaster and emergency
situations, as well as for routine notification needs.
1Call's RED Alert saves times for healthcare staff, reduces errors, and
speeds the organization's overall response time.
Notification
plans are entered into RED Alert in advance and can then be quickly activated
for external disasters that affect the community, internal disasters that affect
the healthcare organization, and routine notification needs.
The designated personnel can automatically be notified by pager, wireless
message, fax, or automated callouts with a prerecorded or text-to-speech
message.
Using
the 1Call Bridge , personnel can be conferenced together with or
without operator assistance. The Conference Bridge allows for multiple simultaneous conference
calls, which can also be recorded for ongoing communications and historical
accuracy.
1Call Receives NEC Certification for
Infinity
(Feb 05)
The
1Call Division of Amtelco is pleased to announce that Amtelco has received
certification for the 1Call Infinity Intelligent Console system with the NEC
NEAX 2400 IPX. Amtelco is a member
of the NEC Fusion Strategic Alliance Program.
The
integration with Infinity and the NEC NEAX uses the Amtelco XDS T1/E1 PRI ISDN
board, which can accommodate either four or eight spans for up to 191 ports on a
single board. This board supports
the Q Signaling Interface Protocol (QSIG), allowing it to integrate with QSIG-compatible
switches, such as the NEC NEAX 2400 IPX.
The
1Call Infinity Intelligent Console provides Attendant Console functions,
allowing operators to answer incoming calls with identity, transfer to PBX
extensions, conference incoming calls, initiate dial outs to internal extensions
and outside trunks, as well as initiate dial outs to feature access codes for
functions such as overhead paging and call parking.
Infinity uses ISDN QSIG
connections to offer high port volumes, very fast call processing, and
sophisticated features to enhance enterprise-wide communications with on-call
scheduling, directories, physician answering service and messaging, appointment
scheduling, class registration, registry/roster, and call logging and recording.
1Call
Announces Infinity Integration with LVM eCentaurus
(Nov 04)
The 1Call Division of Amtelco announced the
integration of their Infinity system to the LVM eCentaurus™ nurse triage
software package. With the Infinity
and eCentaurus integration, operators answer calls, gather information from
callers, and screen them for nurses. If
the caller needs a callback from a nurse, the operator saves the message in a
special Infinity account. The
message is then automatically dispatched to eCentaurus, which presents calls to
nurses in the queue, based on priority.
When the call is delivered, information about the
call, including the callback number, is displayed.
The nurse uses the eCentaurus screen, with the Infinity Operator
Interface Engine, to dial, connect, place calls on hold, page, and patch calls
to doctors.
To complete the call, the nurse presses a button on
the eCentaurus screen. Infinity then
stores all of the information about the call, including the callout history,
which can be archived and reviewed at any time for quality assurance and billing
purposes. If desired, calls can also
be automatically recorded using the 1Call Voice Logger module.
1Call
Receives Avaya DeveloperConnection Compliant Award
(Nov 04)
The
1Call Division of Amtelco announced that the 1Call Infinity system has completed
successful testing with Avaya Inc.'s MultiVantage S8700 Media Server with
Communication Manager 2.1. Infinity
was thoroughly tested by Avaya's DeveloperConnection Technical Team and has
been officially accepted as compliant. 1Call's
parent company, Amtelco, has been a premier member of Avaya's Global
DeveloperConnection (DevConnect) program for two years.
This
integration was accomplished using telephony boards designed and manufactured by
Amtelco's XDS division. These
boards support the Q Signaling Interface Protocol (QSIG) and allow integration
with QSIG-compatible switches, such as Avaya's.
QSIG is an international, vendor-independent signaling standard for
logical signaling between two private switch nodes, such as PBXs or third-party
application servers.
Other
1Call/Amtelco products have received the DevConnect Compliant award, including
the eCreator browser-based scripting system.
Last year, Amtelco was awarded the "Vendor of the Year" award for its
work as part of Avaya's DevConnect program.
This award was given in recognition of Amtelco's strong relationship
with Avaya and their Mosaix Users Group (MUG).
1Call's
Response to Emergency Deployment Alert Conferencing
(Aug 04)
Remaining
in contact with personnel during emergency and disaster situations is vital.
In addition to emergency notification, 1Call's RED (Response to
Emergency Deployment) alert system features conferencing and recording
capabilities to keep personnel constantly informed.
As
many as 40 people can be included in a single conference call, including people
at emergency sites, hospitals, and remote locations.
Conferences can be created with or without operator assistance, giving
organizations the options they need to react quickly in emergencies.
Conference calls can be recorded and are saved as WAV files for review,
archival, or even training.
1Call's
RED alert emergency notification system gives healthcare facilities a fast
method for notifying personnel in disaster and emergency situations.
RED alert saves time for healthcare staff, reduces errors, and speeds the
organization's overall response time. Disaster
and emergency plans are entered into the RED alert system in advance and can be
quickly activated when needed. The
designated personnel can automatically be notified by pager, wireless message,
fax, or automated callouts with a prerecorded or text-to-speech message.
1Call
Seminars Keep Healthcare Call Centers Informed
(Aug 04)
To
keep healthcare organizations up to date, the 1Call Division of Amtelco recently
held two seminars. The first, a
1Call Management Seminar, was held May 4-6 in Madison , WI . 1Call
customers had a chance to discuss account design and efficiency, MDR, call
distribution, Infinity automation, new Infinity features, and on-call
scheduling.
On
June 10, 1Call presented the first one-day, five-hour Road Show seminar to
regional 1Call customers and prospects in healthcare organizations, in Falls Church , Topics
at this seminar included ways to consolidate services and improve efficiencies
to quickly generate a positive ROI (return on investment), using Enterprise-Wide
applications to give everyone access to vital information, going beyond caller
and staff expectations with speech recognition, and how to speed response times
in emergencies.
Seminar
attendees reported that these sessions were valuable and would help them improve
communications at their organizations. Because
of the success of this seminar, additional 1Call Road Show seminars will be held
around the United States. The
next one will be held this fall in the southwest United States.
1Call
Introduces Enterprise
Directories Module
(May 04)
The
1Call Division of Amtelco introduced their new 1Call enterprise directories
module, adding a number of features. 1Call
directories are ideal to store large amounts of related information, such as
employees, physicians, and patients.
The
new enhancements include:
-
Unlimited
Size - Directories now feature
an unlimited number of directory subjects, listings, fields, and field
sizes.
-
Sophisticated
Search Capabilities - The
Directory Search window is always displayed, allowing operators to quickly
and easily refine their searches.
-
Detailed
View - Each listing can
have additional information, even including Web links, graphics, and
animated graphics. The color and
size of the fonts can be adjusted for better readability.
-
Pictures
- To enhance security, pictures can now be added to directory listings.
Pictures can be imported directly from digital cameras and other
external graphic files.
-
Actions
- Operators now have one-key access to functions, such as Call Transfer,
Dial, Change Client, Take a Message, Page, and much more.
The
1Call Enterprise Series is designed to save valuable time, increase accuracy,
and improve communications by providing streamlined enterprise-wide access to
information in healthcare organizations.
1Call
Announces Enterprise
Dispatching Module
(May 04)
The
1Call Division of Amtelco is pleased to introduce the new 1Call enterprise
dispatching module. Prompt and
accurate message processing and dispatching are vital to healthcare call
centers. The enterprise dispatching
module streamlines the process, quickly and accurately getting messages
delivered to physicians and staff.
When
operators save a message, they see a list of dispatch options.
They can then perform multiple dispatch methods for the message, such as
paging, calling a cellular phone, and calling a home phone.
As each action is completed, it is checked off as complete, helping staff
ensure they are taking the appropriate actions for each message.
Supervisors
set up the dispatch lists for each physician or staff member in advance,
controlling which options are displayed for each.
Operators can also enter follow-up notes, ensuring that anyone can
accurately dispatch the message.
A
new dispatch search screen allows operators to quickly locate messages, on-call
schedules, status settings, and follow-up tasks.
Using this, operators see detailed information about each.
This saves time and reduces errors by instantly showing operators what
tasks need to be completed.
1Call
Receives Siemens Certification (Feb 04)
The 1Call Division of Amtelco announces that Amtelco has received
certification with the Siemens HiPath 4000, with Cornet-NQ, and the 1Call
Infinity system. This integration
was accomplished using the Amtelco XDS T1/E1 PRI ISDN board, which can
accommodate either four or eight spans. This
board supports the Q Signaling Interface Protocol (QSIG), allowing it to
integrate with QSIG-compatible switches.
QSIG
is an international, vendor-independent signaling standard for logical signaling
between two private switch nodes, such as PBXs.
QSIG links multiple vendors' PBXs while retaining feature transparency.
Supplementary services offered by QSIG include name identification, call
intrusion, do not disturb, path replacement, operator services, mobility
services, and call completion on no reply.
The
Amtelco XDS T1/E1 PRI ISDN board provides digital connections with a PBX or
central office switch. These digital
connections offer high port volumes, fast call processing, and sophisticated
features. The 1Call Infinity system
features seamless integrations with existing legacy systems at hospitals, giving
easy access to overhead paging systems, PBXs, and paging terminals.
1Call
Introduces Patient Placement Application (Nov 03)
The
1Call division of Amtelco, a leader in developing, installing, and servicing
healthcare call center systems, announced the introduction of the 1Call Patient
Placement application. This
innovative new application utilizes the flexibility of the web-based 1Call
eCreator scripting system, streamlining the process of alerting hospitals about
incoming patients.
The
Patient Placement application easily integrates with a hospital's current ADT
(Admission, Discharge, Transfer) system and automated medical records.
It is an ideal tool to assist hospitals in the process of Direct Admits,
as well as coordinating the patient placement process.
In addition, this tool can be used to assist in the Capacity Alert
situation.
To
ensure patient confidentiality, only authorized users can access the Patient
Placement application. The Patient
Placement scripts are easy to use, walking the user through the applicable
questions to help ensure all the necessary information is entered.
This gives the hospital vital information to help them prepare for
incoming patients, and makes sure the patients are placed in appropriate areas
of care. Scripts can be easily
customized to accommodate the patient placement process in each hospital.
The scripts can request information such as the admitting doctor's
name, when and how the patient is arriving (ambulance, car, air transport, and
so forth), diagnosis, caller's name and phone number, and other vital
questions such as if they require special equipment for heart monitoring or
dialysis. Depending on the responses
given by the user, built-in branching instantly takes the user to the next
appropriate question.
The
convenient 1Call Patient Placement application allows users to enter information
for new patients, such as name, address, date of birth, and any special needs
requirements. For patients that have
been previously admitted, the Patient Placement application interfaces with the
hospital's database to display current information.
If necessary, users can update the patient's information, which is also
saved to the hospital's database. When
information is entered, the appropriate personnel can be notified via email,
fax, pager, or phone, and preparation for the arrival of the patient can begin.
Patient
Placement is one of the many 1Call eCreator applications.
Others include physician referral, appointment taking, appointment
reminders, prescription renewal, class registration, and order entry.
1Call
Introduces R.E.D. Alert (Sep 03)
The
1Call Division of Amtelco introduces the RED (Response to Emergency Deployment)
Alert disaster notification module. This
new module gives healthcare facilities a fast method for notifying and
communicating with the appropriate personnel in disaster and emergency
situations. 1Call's RED Alert
saves time for healthcare staff, reduces errors, and speeds the organization's
overall response time.
Disaster
and emergency plans are entered into the 1Call system in advance which then can
be quickly activated for external disasters that affect the community, as well
as for internal emergencies that affect the healthcare organization.
The designated personnel can automatically be notified by pager, wireless
message, fax, or automated callouts with a prerecorded or text-to-speech
message, using SpeechSecure to verify the correct person is contacted.
Using
the 1Call conference bridge, emergency personnel can be conferenced together
with or without operator assistance. The
conference bridge allows for multiple simultaneous conference calls, which can
also be recorded for later review.
Amtelco's
eCreator Messaging
(Sep 03)
Amtelco
recently announced the release of eCreator Messaging.
Using new dispatch elements with eCreator software version 2.1, users can
create easy-to-use messaging scripts using only eCreator's base palette.
This allows call centers to handle any regular answering service accounts
with eCreator.
Use
of eCreator Messaging reduces operator errors and training time.
Amtelco is providing a free template to make setup even faster.
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