Unified Communications For Healthcare
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Unified Communications For Healthcare



Overview of Esnatech's UC solution for the Healthcare industry

Overview of Esnatech's UC solution for the Healthcare industry



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  • Stage one is existing infrastructure and networks with not integration Stage 2 glues networks and infrastructure together through UC to provide productivity applications at the lowest available cost- voice and fax messages from email, PBX dialing from your mobile. CTI and dialing from your desktop. Mobile access to your contacts Stage 3 major infrastructure changes that provides and maintains productivity applications but at smaller foot print and greater cost savings: IPT, Cloud computing
  • Now, if Google or other SaaS based applications are on their radar, Agencies can take comfort in knowing that esnatech is the first enterprise business application to bridge support for SaaS Service such as Google apps and Salesforce.com With the broad base of PBX integrations that esnatech supports either individually or simultaneously, all doors will be open to esnatech customers regardless of whether it is an Avaya, Cisco, NEC, MItel, Nortel or Cloud PBX environment. Also remember that we are both backwards and forwards (SIP or TDM) compatible on the various releases of IP or TDM PBX releases from these companies.
  • Master and Node one connected to networked PBX’s ( servicing both from both location) Provides local surviveability
  • Hospitals and medical associations can share cost of applications centralized management with local survivability
  • Natively access voice and fax messages from email inbox Remotely access manage and respond to email like voice mail with “Live Reply” or reply to sender only and reply to all recipients
  • Sources in: where the event or message is created: 1- phone call in speak message or initiate DTMF to launch pre-canned 2-via smart phone over WAP interface 3-via Standard web interface 4- third party applications generates task to distribute message
  • Single number access to any endpoint across the PBX network Integrate TDM and IP nodes together as one big voice network

Unified Communications For Healthcare Unified Communications For Healthcare Presentation Transcript

    • Leading developer of Unified Communications technology
      • One of the only recognized independent UC solution providers
      • Multiple product and industry awards
    • Long history of technical innovation in enterprise communication space
      • Founded in 1989
      • Earlier provider of Unified Messaging technology
      • Launched first Unified Communications solution in 2001
    • Strategic partnerships with leading PBX OEMs and communication technology providers
      • Partners/OEMs: Mitel, Iwatsu, Avaya, 3Com, Aastra, Toshiba, and Teltronics
      • Technology: Nuance, Radvision, Sybase, and Microsoft
    • Headquarters in Toronto, Canada
    • 40 employees: approximately half devoted to R&D
    Recent Awards and Industry Recognition
    • Provides mobility, presence, and messaging solutions to any endpoint including all desktop and wireless endpoints
    • Provide UC integration of SIP devices to any legacy PBX environment
    UC on the desktop Mobile UC Voice access to UC Web & SaaS access to UC
    • Does your organisation engage in close partnerships or affiliations with external organisations? Private practises, specialists, clinics?
    • Do you have a distributed workforce? Doctors, Nurses moving from ward to ward and facility to facility?
    • Does your organisation employ many field-based people who spend a lot of time on the road? Management, Fund raising, doctors, etc
    • How easy is it to track down and contact Nurses, staff, service personnel, doctors and patients, first time?
    • How easy is it to find information you share regularly in a team and know you have the latest version?
    • How easy is it to set up and conduct ad-hoc conference calls and meetings?
    • Is email and texting usage within your organisation increasing?
  • UCC Deployment Phased Approach Unified Communications ready infrastructure Bottom up approach for UCC Business led and application driven Top down approach for UCC
  • IPT/Collaboration Unified Messaging Speech server IVR/ CTI server Mobility server Conference server Notification server IM/ Presence server Fax server Infrastructure upgrade User training Administration training Interoperability testing & deployment Major investment for each incremental technology Conference server UM server IVR/CTI server Fax server
    • TOP down approach to Unified Communications
    • Works with existing infrastructure
      • Legacy PBX and or phone system
    • Works with existing core business applications
      • CRM/SFA/ERP/Email/GroupWare
    • Consolidates costs in each separate technology into one cost effective license
    • Consolidates costs of management and deployment
    • Future proofs your technology investment
      • Supports future IP and or Cloud computing direction
  • Unified Messaging Speech server IVR/ CTI server Mobility server Conference server Notification server IM/ Presence server Fax server Single server solution Future proof interoperability No infrastructure upgrade User choice of access Provides Migration strategy- UM/IP T
    • Application suite that goes beyond messaging….
      • Mobility / presence management solutions
      • Unified communications solutions (email, voice mail, telephony within Groupware and CRM solutions)
        • Voice Processing solutions
        • Unified Messaging solutions
        • Speech enabled Mobility servers
        • Fax solutions
        • CTI/Presence platforms
        • Secure messaging solutions
        • Emergency broadcasting platforms
        • Disaster Recovery and High availability solutions
        • Meet me audio conferencing
        • Desktop Video Integration- Tandberg
  • Stage 1 Closed Systems & Networks Stage 2 UC application Layer- Links systems Stage 3 Infrastructure migration
  • Enterprise phone system and applications Bridging Enterprise Infrastructure Legacy environment and SaaS Services Cloud services and applications Esnatech UC provides secure authenticated integration between on premise infrastructure and SaaS based application -No foot print or overhead to deliver communication services -deliver on demand usage and costs
  • PBX SIP Trunks/ ext. Telephony Office-LinX Distributed architecture Consolidated Server Real-time Synchronization Master server 100 SIP ports Slave 1 100 SIP ports Slave 2 100 SIP ports Distribute calls over multiple voice servers. – Scale up to 800 ports SIP pooling allows calls to occur on any port for maximization of port utilization SIP SIP SIP
  • PBX 1 T1/SMDI T1-SIP gateway SIP PBX 2 PBX 3 T1/SMDI T1-SIP gateway SIP PBX 4 Telephony Office-LinX Distributed architecture Consolidated Server Real-time Synchronization Master server 100 SIP ports Slave 1 100 SIP ports Slave 2 100 SIP ports SIP SIP SIP SIP SIP SIP SIP
  • Site 1 T1/SMDI T1-SIP gateway SIP Site 2 Site 3 T1/SMDI T1-SIP gateway SIP Site 4 Disaster recovery site Consolidated Server Data center Real-time Synchronization Master server 100 SIP ports DR Site Slave 3 100 SIP ports Slave 1 100 SIP ports Slave 2 100 SIP ports SIP SIP SIP SIP SIP SIP SIP WAN SIP
  • Toronto Burlington WAN Master consolidated Node 1
  • CONFIDENTIAL WAN TDM PBX GroupWare Applications CRM /SFA Applications Management and admin Esnatech UC services Sip based PBX SIP-Analog gateway SIP-T1/E1 gateway Esnatech Application server VCPN services LCC application PBX Node 1 PBX Node 2 PBX Node 3 PBX Node 4 PBX Node 5 SIP SIP SIP SIP SIP HTTPS/HTTP XML IMAP/MAPI XML
    • Voice/video/speech access to directories
      • Internal LDAP/Active directory
      • Patient check in
    • Speech enabled IVR Intelligent front end to call center
    • Mass event notification
      • First alert to nurses and security
      • Mass event alert via SMS/desktop/phone alert
    • Unified Messaging for doctors and personnel
    • Mobility services for Doctors and nurses
    • Video enablement on legacy PBX’s desktop collaboration
    • Unified messaging
      • Access voice mail and Fax mail from exchange
      • Access exchange inbox from over the phone using text to speech
      • Full integration with phone system Message waiting indicator
    • Operators Routing Calls:
    • 30% to 60% of all calls are internal
      • Operators are tied up transferring internal calls
      • Operators are forced to put other calls in queue looking up extension numbers for employees
    • 40% of calls to a company are from other employees, vendors, friends and others who know who they want to reach.
    • Result is lost calls or not getting connecting to appropriate resource- floor-ward-doctor
    • Caller Behavior Survey
    • 44% find them difficult to use
    • 55% “0” out when prompted to use a names directory
    • 54% “0” out when asked to spell the party’s name
    • Only 40% typically know the extension number
      • 40% “0” out even when they know the extension #
    • Only 43% know how to spell the name
    • Automatically routes incoming/internal calls by saying the name of the party desired
      • Reduces the number of calls transferred to the operator
      • Frees up operators to handle more complex calls which improves productivity
      • Follows staff based on PRESENCE & Location
    • Eliminates the need to memorize extension numbers
      • No need to enter letters or numbers on the telephone keypad
    • Speech Auto Attendant
      • Access to Global Employee Directory
      • Overflow from Operator to Speech AA – Who would you like to speak with
      • Hot button on ward phones for On call nurse
      • Hot button on phones and DID for Specialist directory
      • DID Number for long term stay patients for direct family access to room
    • Speech Navigation
      • Speech Navigation of IVR trees
      • Speech access to contact databases- calling –sending messages
      • Auto network Password reset
    • Speech to Text Translation
      • Voicemails converted to Emails
      • Conversations or transcriptions of messages left
    • Integrates with any PBX
      • TDM/IP and mixed environment
    • Drives multimedia notification
      • Multiple lists- Doctors/Nurses/Active patients and Family/wards/Floors
      • Voice/Fax/Text/SMS
    • Integrates with existing sources of data
      • Active Directory/ LDAP/Public/Private contacts/ CSV, Coma delimited
    • Interfaces to third party applications
      • XML interface to other applications to drive events
  • Phone Mobile Smart phone Web Applications DTMF/Speech DTMF/Speech SMTP HTTP/HTTPS XML SMS Phone # Desktops E-mail SMS aggregator PBX E-mail XML SMTP DTMF/Speech HTTP/HTTPS Sources of event or message Multimedia recipients
    • Leverages global SMS network with hosted Bulk SMS providers:
      • Csoft- www.csoft.co.uk
      • Celltrust- www.celltrust.com
      • Short code licensing is recommended on bulk message sending
    UC Server Hosted SMS providers: Csoft/ cell trust Carriers and wireless providers users http access
    • Sources of data to build list and manage
      • Manually create- no limit
      • Import name and address types:
        • Active directory/LDAP
        • Public and private contact lists
        • CSV, comma delimited file source
    Manual input AD/LDAP Public/ Private contacts CSV, External Database
  • SIP SIP Proxy Registrar
      • VCPN esnatech secure SIP services connecting and networking Switch networks
      • VCPN has the ability to connect telephony environments of disparate types
      • VCPN can layer on Unified Communications applications such as Location Centric Communications and mobility
  • CONFIDENTIAL SP NORTEL MERIDIAN SIP T1 Private practice Front desk- ward Clinics Associated Hospital or healthcare provider
    • Single number dialing across all locations with disparate PBX’s
    • Adding Video & VoIP to legacy environments
    • Adds Presence based routing and integration
    • Provides Speech enabled dialing and routing from any location on the PBX network
    • Single number dialing plan to any Doctor regardless of device across the network:
      • Mobile
      • Video
      • IP phone
      • softphone
    • Mobile Client – Blackberry – Apple iPhone – Windows Devices
    • View teams and availability
    • Initiate live calls
    • Initiate live IM
    • All communications are logged and archived for compliance
    • All communications leverage lowest cost to communicate- PBX
    • London Linen Hospital services-Notification services
    • Monticello Big Lake hospital-UM with GroupWise
    • Altoona Hospital- Speech attendant
    • Sutter Health Services- Mobility and UM services for Lotus notes
    • Gwinett County Hospital- Integrated to Property management system for long term stay guests
    • Application
    • When a call is received, the caller is requested to enter their zip code. The system repeats the number as a confirmation. Once confirmed the database is then checked for availability in terms of:
    • Is there a doctor on call? If there is a doctor on call the caller is transferred to the doctor. If there is no doctor on call, the system will play “there is no doctor on call”
    • Is this zip code serviced by the Red Cross Flanders or in a neighboring area – is there a number to call? If the zip code is not serviced by the Red Cross Flanders area, the database searches for the zip code in the neighboring area. If the zip code is serviced in the neighboring the system will let the caller know that they are not able to provide after hours service and provide them with a number they can call in their area. If the zip code is not in the immediate area nor in the neighboring area the caller will hear this zip code is not serviced please check your local newspaper for a number.)
    • Not a known number? If the zip code is incorrect, the caller will hear this zip code is not known with this service. If you want to try again or enter another number, stay on the line.
    • A web interface was created for the different zip codes for easy management by the Red Cross Flanders staff, which is also responsible for managing the schedule and available numbers for the doctors in the service. The web interface also makes it possible to easily manage the neighboring zip codes and available numbers similar services.
    • RESULT
    • For the Caller: The new system makes it easier and faster for the to access information regarding doctor availability. Callers now simply enter their zip code into the phone and the system provides them with information regarding the availability of a doctor in their area or with a number to call for a neighboring area.
    • The system has increased customer satisfaction by reducing the number of calls to the wrong doctor because the confirmation questions prompted by the system.
    • Access more Product information log on to:
    • http://www.esnatech.com/dealer_area/index.asp
    • http://www.slideshare.net/davide.petramala
    • For our online Demos, access our demo center at:
    • http://sites.google.com/a/esnatech.ca/video-demo-center/