Mount Auburn HospitalTelecommunications

2013

Bob ToddDirector, ITrtodd@mah.harvard.edu

Dorothy WilliamsTelecommunications Supervisordbwillia@mah.harvard.edu

Agenda Items:

o Orientation

Agenda

Telecommunications Department Reference Tools Paging Tools Telephones Paging Alarms and Codes

Telecommunications Department

Location: Needham Bldg 6th Floor - *Elevator access only* Staffed 24x7x365 Contact:

Operator (Ext 0 or 617-492-3500) Page Operator (Ext 5005 or 617-499-5005) Automated Paging (Ext 5110 or 617-499-5110) Automated Directory Assistance (Ext 5665 or 617-499-5665)

You can reach ANY 4 digit extension directly via his number! Voicemail (Ext 5665 or 617-499-5665) Emergency Line Ext 22 - *Bypasses all other calls

Department Processes: Emergency/Codes via “22” Line Alarms Patient Telephones Paging (Plus repairs, loaners, batteries, etc) Oncall Schedule and Pager Signout Patient Information - Off Hours Incoming/Outgoing Telephone Calls

Reference Tools

Intranet Portal http://portal.mah.harvard.edu Available internally and externally Note Category Tabs upper right of page

Telecommunications Intranet Page “Telecommunications” from ‘General’ tab

Red Tag with ID Badge Emergency Numbers Code List

Employee Directory Hard Copy Online under “Directories” on Telecommunications Page

Telephones

Secured vs Nonsecured Phones Secured have limited dialing allowed; often no outside calls Call Operator if needed “This is Dr X Requesting Outside line For Mount Auburn

Business” Contacting Physicians at Home/Off Hours

Call Operator to Request Operator calls Physician Calls are “Linked” Together to join you with physician

Manuals for Phone Models Telecommunications Intranet page Phone User Guides from Blue Horizontal Menu Bar

Parked Calls Call to Ext 2050-2065 Indicate Calls On Hold Waiting Two minute limit on Hold

Call back from outside the hospital via 617-499-5665

TTY Available in ED and Portable Unit in Telecommunications

Alarms & Codes

Call Ext 22 for Code, Stat, Medical Emergency Bypasses other calls Monitored by Protection Services and Telecommunications So avoid using zero or 5005 - dial “22” for emergencies

Code Pagers Tested Daily at 11:00am Reference:

Code Committee Red Tag with ID Badge

Paging Tools

Information References on Mount Auburn Intranet http://portal.mah.harvard.edu ‘General’ Tab/”Telecommunications”/”Pagers”

Terminology Pager Management Options

Intranet Telephone Telecommunications Department

Mount Auburn “AMCOM” System vs Vendor USAMobility Remote Access from Outside the Hospital

Telecommunications

Pagers

http://portal.mah.harvard.edu

“General” Tab

Pager Terminology

Pager ID or Messaging ID: 4 Digit ID Assigned to Pagers by Mount Auburn Telecommunications

AMCOM: The Vendor and Software for Mount Auburn Paging. USAMobility: Vendor for “Long Range” pager rentals. Pages broadcast via the

vendors national transmitter network. http://usamobility.com Inhouse/Short Range Pager: Pagers owned by Mount Auburn with Transmission

broadcast via Mount Auburn’s in-house transmitters. Pager Status: 1) Available on page. 2) Available, page emergency only. 4) In OR,

messages being stored. 5) Unavailable, messages being stored. 6) On Vacation, call page operator.

Exceptions: Rerouting of Pages Coverage: Forward pages to another Pager ID Referral: Direct users to a phone # to dial Page Block: Prevent pages from being sent to a Pager ID

Directory Information: Name, address, title, department/contact information on file with Mount Auburn Hospital Telecommunications Department

Pager Management Via: Intranet

Access Method: http://portal.mah.harvard.edu “Pager” Icon Atop Screen “Personal Profile” Tab Enter Your 4 Digit Mount Auburn Pager ID and Your Password

Items You Can Manage Here Review “Directory” Information on file with Telecommunications Pager Status Exceptions Review pages sent to your pager Change Your Password (default password is pager id with last digit repeated)

Intranet: Status Change

Intranet: Exception Management

Pager Management Via: Telephone

Access Method: Ext 5110 (or 617-499-5110 from outside the hospital) Enter “*” and Your 4 digit Mount Auburn Pager id (Ex *7002) Enter Your Password

Items You Can Manage Here Pager Status Exceptions Record a “Name” to be heard by those paging you via phone

Suggestion “Dr. John Smith, Pager ID 7002” Change Your Password (default password is pager id with last digit repeated)

Pager Management Via: Telecommunications Dept

Access Method: Pager Operator at Ext 5005 (617-499-5005 from outside the hospital)

For Exceptions, Loaner Requests, and Brief Questions Contact Dorothy Williams or Bob Todd for:

Project Requests Directory Modifications Password Related Issues

Located on the 6th Floor of The Needham Building – Only Accessible Via Elevator Bank “A”

Items You Can Manage Here All Aspects of your Account

AMCOM vs USAMobility

Recommendations In Most Case use MAH’s AMCOM for Paging

Recognizes Exceptions and Statuses Records Pages in Accessible Logs MAH Telecommunications can monitor errors and alerts Most of MAH Telecommunications management is lost without AMCOM

Uses for USAMobility Mobility Significant MAH Telecommunications Downtime:

Only if MAH Telecommunications Primary and Backup Systems are down. Does not recognize Exceptions, Statuses, Informal Situations on file with MAH

Telecommunications. Note: Some Answering Services Use USAM services Email to Pager:

Just Use Subject line and email to 10 digit pager number@usamobility.net Limited capacity. Full email will not transmit

Carbon Copy: Echoes Page to an email or SMS TXT capable device. MAPS Practice Manager or USAM Can Assist with this. Additional monthly Fees

Remote Access to AMCOM

Remote Access: 617-499-5110 for “Telephone” features SSL VPN Required for “Intranet” features

Remote Intranet Access from Outside the Caregroup Network Requires “ITS” Caregroup Username/Password

Same credentials used for Outlook Email and CITRIX access See Instructions in the “Pager” Menu of the Telecommunications intranet

page of Mount Auburn Hospital

Welcome to Mount Auburn Hospital!