1Call, a division of Amtelco, announced the offering of free licensing to their customers during COVID-19.
“1Call has recently expanded its mission statement, adding ‘It’s All About the Why,’ said Tom Curtin, president of Amtelco and their 1Call Healthcare Division. “This has been implemented company-wide to reaffirm the reasons why we do what we do through the original company motto created in 1976—to provide the most innovative solutions backed by the industry’s best customer support.”
1Call is offering free operator, supervisor, and call recording licenses to all customers to assist with the increased call volumes because of the COVID-19 virus. They are also advising their customers on how to leverage their existing 1Call solutions during this crisis.
Implementing a work from home model using a concurrent licensing structure and free additional licensing offer
Creating new custom codes specific to COVID-19
Utilizing 1Call software’s inherent skills-based call routing tool to ensure specific calls go to the right operators
Producing new scripted workflows to help guide new operators through any scenario
Leveraging group messaging and mass notification capabilities, which references directory listings, on-call schedules, statuses, and preferred contact methods
Recording new automated greetings and pre-call announcements to guide callers to the appropriate departments
1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide healthcare communications, save an organization’s limited resources, and help them bring wellness to their patients and their bottom line. For more information visit 1Call.com and contact them at 800-225-6035 or email@example.com.
term mental health refers to the condition of a person’s emotional,
psychological, and social well-being. The state of one’s mental health affects
how they feel, think, and behave. At times, an individual may experience one or
more adverse mental health concerns. Mental health issues are common and
treatable. According to the National Institute of Mental Health (NAMI), one in
five adults in the United States experiences mental illness in any given year.
is crucial that people have access to mental health services. Mental illness is
a disease and sometimes it may cause an individual to experience behavior that
poses an immediate threat to themselves, to people around them, or to property.
Unfortunately, research indicates that roughly two-thirds of people in the
United States, with diagnosable mental health conditions, do not receive
to mental health treatment are being reduced by creating a network of care
through technology. Call centers provide a critical service in this endeavor by
using state-of-the-art communication systems to improve the state of mental
Barriers to Mental Health Treatment
studies and surveys have uncovered why most Americans with mental health
conditions do not receive care. The most common reasons discovered include financial
hardships, racial and cultural differences and misunderstandings, lack of
mental health services, and social stigma.
better understand how people experience these challenges in the real world, here
are some ways people who live in rural communities may experience these obstacles:
Transportation Hardship: Access to care may
require time off work and lost wages for long-distance travel and/or
coordinating and paying for transport if a reliable vehicle isn’t available (low-cost
public transport usually isn’t an option).
Absence of Culturally Competent
According to the Morbidity and Mortality Week Report (MMWR) published by the
Centers for Disease Control and Prevention (CDC) in November 2017, more than
twenty percent of rural residents identify as American Indians or persons of
color. Multiple studies indicate that racially and ethnically diverse
populations contend with language and cultural barriers when accessing
Shortage of Mental Health
Rural and low-income areas have the lowest percent of behavioral health workers
in the United States, due in part to billing restrictions and low provider
reimbursement rates, especially for Medicaid, which has higher enrollment in
Lack of Anonymity: It can be difficult to
maintain privacy in close-knit, rural communities. Many people choose to suffer
with their condition(s) instead of seeking help because of the social stigma
associated with mental illness.
Crisis Call Center Care
is helping to overcome barriers and increase access to mental health care. Crisis
call centers connect those who are experiencing a mental health event with behavioral
health professionals and are available twenty-four hours a day, seven days a week.
call centers offer online chat, text communication, and real-time
interpretation services (including American Sign Language via video chat) as
well. Some specialized centers even have software specifically designed to
dispatch mobile crisis teams to people in need of more intense treatment. These
integrated technologies enable people to receive professional care in-person, in
the privacy of their own homes.
center managers can track outcomes using reporting technology and are able to
see if and when a caller received services from a mental health facility for
National Suicide Prevention Lifeline
centers are a critical part of the system that makes up the National Suicide
Prevention Lifeline (NSPL) network. This kind of crisis service system can
provide Level Five “Close and Fully Integrated” care by implementing an
integrated suite of software applications.
to the NSPL, the components of this system are:
Status Disposition for
A comprehensive list of people who are waiting for care, including information
about their wait-time and location.
Crisis call center staff have access to electronic appointment information.
Shared Bed Inventory
Access to information about how many beds are available in an area or state,
where they are located, and what type of care a person can receive at that
Mobile Crisis Dispatch: Information about the location of the closest available
mobile care team.
Provides analytics information regarding operator workflows and performance to
indicate the speed people are receiving help.
Connections Save Lives
unequivocally show the use of integrated communication technology is providing
better access to mental health treatment. Current health technology solutions
are being enhanced with the use of mental health apps for more accurate data
that leads to customized care. Telehealth technology provides a clear path to
help coordinate this care and improve mental health outcomes.
communication and health technologies together makes individuals, families, and
communities more connected to mental health care. This creates a network of
support to build a stronger and more mentally healthy society.
Nicole Limpert is
the marketing content writer for Amtelco and their 1Call Healthcare Division. Amtelco is a leading provider of innovative
communication applications. 1Call develops software solutions and applications
designed for the specific needs of healthcare organizations.
1Call, a division of Amtelco and a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace, announced the promotion of Amber Schroedl to solutions architect.
“Amber has been a key part of our success, and brings a unique, real-world set of skills to our department,” said Kevin Mahoney, director of solutions architecture. “We are thrilled to promote her to this important position and serve our customers better by reducing implementation and go-live times.
The Solutions Architecture Team supports existing and potential customers by performing live product demonstrations, providing custom documentation and templates, and validating customer’s voice, data, internet, and cloud computing application requirements to ensure effective use of all communication solutions.
1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide healthcare communications, save an organization’s limited resources, and make them tremendously efficient by helping them bring wellness to their patients and their bottom line.
1Call, a Division of Amtelco, announced a partnership with Interbit Data, a leader in ensuring hospital staff has ubiquitous access to critical healthcare information. Using Interbit Data’s NetDelivery intelligent report distribution software, patient lab results can be delivered to clinicians via 1Call’s miSecureMessages application. The integration enables a hospital to distribute the critical lab results requiring action to the appropriate clinician’s tablet or smartphone.
NetDelivery intelligent report
distribution enables hospitals to send patient information simply and securely,
such as lab results, from the healthcare information system. NetDelivery allows
a hospital to collate and direct reports to the proper recipients based on user
defined rules. It also enables decision-based delivery, speeding and
simplifying actionable information to the right clinicians, at the right time
and in the right place.
1Call’s miSecureMessages is an
encrypted two-way HIPAA and HITECH compliant messaging app that simplifies
hospital communications with fast, reliable, secure messaging to help care
teams provide better patient care. MiSecureMessages apps are available for Android™
and Apple® iOS devices, as well as a secure web application for desktop use.
1Call, a division of Amtelco, announced their partnership with American Messaging Services, LLC (“American Messaging”), one of the largest private critical messaging companies in the United States.
Combining 1Call’s Operator Console with American Messaging’s critical messaging service, will greatly improve critical communications in healthcare areas that are designed to keep other wireless technologies out. American Messaging’s superior in-building coverage penetrates areas inaccessible to current cellular technology such as radiology labs and deep basements.
Mike Friedel, 1Call’s vice president of sales stated, “Our operator consoles are loaded with features and advanced technologies, but we were missing a traditional messaging component. This exciting partnership with American Messaging elevates the capabilities of our operator consoles to better serve customers who utilize paging services.”
Dave Andersen, American Messaging chief operating officer noted, “We are thrilled to further integrate our commercial and private messaging networks with the 1Call platform. Paging remains the most reliable technology for critical healthcare communications and our partnership with Amtelco helps to optimize current workflows for our customers.”
Our mission: Working together to provide the very best communication product solutions, backed by the best support available.
Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer enterprise-wide clinical communication solutions designed specifically for healthcare organizations. 1Call is dedicated to serving the unique call center and communication needs of healthcare organizations, helping improve communications between patients, physicians, and staff by connecting people and information. Amtelco has received twenty-eight patents, covering a wide range of communications processes.
Hospitals and healthcare organizations around the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, call handling, secure messaging, voice processing, conference calling, and automated integration engine notification needs. In an independent survey, 100 percent of the respondents said they would highly recommend Amtelco and 1Call to another healthcare organization.
Five-Star Service and Support
AvvCustomer advocates, solutions architects, and product managers are available to help customers and answer questions before, during, and after the sale.
1Call has a reputation for complete, professional system support, offering training, installation, and technical support staff on call on a 24-hour basis. When customers need assistance for their call center solutions, 1Call’s customer support staff provides fast and reliable service.
1Call’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. The customer support staff has an average tenure of over fifteen years, which is virtually unheard of in technology and IT businesses. All support staff members are in the United States. While many of the staff members are in the Midwest home office, there are several regional offices around the United States.
Help When Needed
When help is needed, it’s just a phone call away. 1Call customers can also email the support team or access the exclusive online TechHelper tool, where documentation, manuals, videos, and many more training tools are available. TechHelper is available 24-hours a day, with unlimited access. Emergency assistance for 1Call systems is available 24-hours a day, 365-days a year.
Software upgrades are included with support agreements, helping ensure that 1Call customers always have access to the newest features.
In an independent customer satisfaction survey, 97 percent of the respondents said the Amtelco and 1Call service and support was excellent (Amtelco Satisfaction Research Study conducted by TMA+Peritus, February 2015). 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.
Solutions That Work
1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, eliminate errors, and reduce training time for new hospital call center operators. All the specialized 1Call solutions save an organization’s limited resources, making each organization tremendously efficient, enhancing the patient experience, and improving their bottom line.
Each 1Call solution comes with the benefit of Amtelco’s forty plus years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world, 24-hours each day.
1Call understands that every healthcare organization has unique needs and that they sometimes receive unusual requests from physicians and departments. That’s why 1Call offers powerful solutions that are easy to customize by the customer. Customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician, if needed. 1Call also has a scripting team that is available to assist customers with any specific requests.
Why Choose 1Call?
Hospitals continually recommend 1Call solutions to other healthcare organizations. So, more healthcare organizations continue to switch to 1Call. And it’s no wonder. With all the customizable hospital call center solutions available, the high levels of customer satisfaction and quality support services, 1Call is in a class by themselves.
What do customers say about moving to 1Call? Here’s one example: “It was a great decision switching to 1Call. The 1Call technology is innovative. It’s easy to learn, and it really seems to mold around what the particular needs of our hospital are. Everything runs so much more smoothly now. I think it’s also worth noting, the customer service: great. We couldn’t be happier.” Read more at www.1call.com/support/customer-service.
Strong Partner Relationships
Hospital CIOs and CTOs are under tremendous pressure to do more with smaller budgets and staff. It’s paramount that they have a reliable health communications IT partner. 1Call forms solid partnerships with their customers. Each organization is encouraged to work closely with the 1Call team of consultants and engineers through each phase of system planning, configuration, and implementation. This helps ensure that the 1Call systems are at their optimum performance levels to meet all the communication needs of their organizations.
1Call also works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. 1Call’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, alarms management, and emergency notification solutions to produce a comprehensive solution that satisfies the needs of each organization.
The 1Call technology partnerships include:
Apple iOS Developer Program
Avaya DevConnect Community
Cisco Solution Partner Program
Cisco Developers Network
Copia OEM Partner
GENBAND Partner Program
Google Play Developer
Health Level 7 International (HL7)
Interactive Intelligence Global Alliance
Microsoft Developers Network
Mitel Solutions Alliance
NEC UNIVERGE Solutions Partner Program
SAP OEM Partnership Program
ShoreTel Innovation Network Alliance Partner
Spectralink Application Integration and Management Solvers Program
Unify (formerly Siemens) Technology Partners – Advanced Level Status
Vocera Solution Partner Program
Windows Development Center Member
One Company, One Solution
The development and customer support teams are in the “Innovation Way” hallway at the Amtelco and 1Call home office. These teams work together closely, and when a question arises, it’s a quick walk down the hallway to find the solution. One company, one solution, proudly located in the USA.
As customers have come to expect, Amtelco and 1Call continue creating innovative solutions. In addition to frequent enhancements to Intelligent Series, soft agent, and miSecureMessages, the newest innovations are MergeComm, Genesis, and miTeamWeb.
The MergeComm Integration Engine
MergeComm automates communications throughout an organization, speeding response times to help organizations provide better patient care. MergeComm takes an incoming message and uses a script to determine who needs to receive that information. MergeComm can receive a message from a wide variety of sources, including alarms, alerts, HL7 messages, nurse call, severe weather alerts, TCP, WCTP, and web services. Notifications can go to an individual, to an entire group, or to the current on-call personnel. Notification methods include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.
The Genesis Software Switching Solution
Provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution with ACD, call management, reporting, and call center applications based on the Intelligent Series. A few of the many benefits of Genesis include reducing the need for hardware, virtualization of the switching platform, integrating with SIP-enabled PBXs, connecting remote agents, and automating overhead paging.
MiTeamWeb is a Web Interface
Hospital staff uses miTeamWeb for fast online and mobile access to on-call schedules, messages, directories, and status. MiTeamWeb is available using secure browser access from a PC, smartphone, or tablet.
As technology continues to evolve (and everyone knows it will) and as customers have new communication challenges, rest assured that 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.
Amtelco, a leading supplier of
communication technologies and software communications applications for more
than forty years, announced that its Genesis Intelligent Series solution is
compliant with key Avaya IX Workplace Calling solutions from Avaya, a global
leader in solutions that enhance and simplify communications and collaboration.
The Genesis software switching solution
provides the Intelligent Series applications with advanced software-based
telephony. Genesis provides an all-inclusive, enterprise-wide call center with
skills-based automatic call distribution (ACD), built-in speech recognition,
text to speech, and voice services to improve call routing and management.
Users can keep metrics with customizable reporting, enhance accountability with
call logging and video screen capture, connect remote agents, and manage
automated dispatch and on-call scheduling. Genesis can operate in a virtual
server environment or in the cloud, enabling businesses to grow without adding
additional hardware, helping save time and money.
Intelligent Series release 5.3.6774 application is now compliance-tested
by Avaya for compatibility with Avaya IX Workplace
components Avaya Aura® Communication Manager 8.0 and Avaya
Aura Session Manager 8.0 via a SIP trunk.
The 1Call division of Amtelco released version 4.2.0 of the miSecureMessages secure messaging app. Version 4.2.0 features enhanced functionality with Apple Watch. Apple Watch Series 3 and Series 4 users with watchOS 5 or later can read and reply to secure messages from their Apple Watch. A menu added to Apple Watch displays which accounts contain new messages.
Colleen Curtin, miSecureMessages product manager, stated, “We are very excited to release this highly anticipated app update and would like to thank our customers who enthusiastically volunteered their time to test the update to ensure it would meet the needs of all of our customers. This new version will greatly improve clinical communications.”
Customers of miSecureMessages may either manually or automatically update the app from their iPhone’s app store. New documentation is available on Amtelco’s TechHelper website for additional support.
The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. Users can view, respond to, and initiate messages to other miSecureMessages users within an organization.
The 1Call Division of Amtelco announced the release of Version 5.3 of their Intelligent Series (IS) software. It includes several updates and additions including:
the transfer of voicemail from Infinity to IS for use with the Genesis system,
ACD answer call setting to reassign parked calls to another ACD skill,
auto-answer announcement greetings,
the addition of conference join call recording to conference join and patch call states so that both conferences and patches can be recorded, and
an IS supervisor dashboard allowing users to configure multiple dashboard layouts that can be filled with a choice of widgets.
Amtelco’s vice president of research and development, Kevin Beale stated, “We are thrilled to be able to release this impressive software update. Countless hours have been spent researching, developing, and refining each feature, ensuring they will meet the needs of our customers and helping them improve communications with their patients and physicians.”
For more information about 1Call’s Genesis Intelligent Series for hospitals, clinics, and healthcare enterprises, 800-225-6035, firstname.lastname@example.org, or www.1call.com.
The 1Call Division of Amtelco received interoperability certification for the Genesis Intelligent Series call center console solution with the version 8.x Unify OpenScape 4000 PBX (private branch exchange) by the Unify Technology Partner Program, based in Munich, Germany, on December 3, 2018. Amtelco is a Unify Technology Partner, with Advanced Level status.
Testing of the Interoperability between 1Call’s Genesis Intelligent Series solution and Unify’s open SIP interface for the OpenScape 4000 PBX was conducted remotely in October by 1Call’s PBX Integration Lab staff in McFarland, Wisconsin, and the Unify Communications Development Lab in Beersel, Belgium.
1Call received interoperability certification from Unify in 2016 for the Infinity Intelligent Series call center console solution with the version 7.x Unify OpenScape 4000 PBX. According to Amtelco president Tom Curtin, “Amtelco is extremely excited to have this certification to bring to our wonderful partner-customers that are looking forward to getting the best of Unify and Genesis in one tight integration.”
For more information about 1Call’s Genesis Intelligent Series for hospitals, clinics, and healthcare enterprises, 800-225-6035, email@example.com, or www.1call.com.