Alcatel-Lucent healthcare days in Paris (june 2012)
Use of the solution MobiCall in the healthcare area:
features and examples
G. Brigati, CEO New Voice International Ltd.
Press F5 in the ppt to start the flow
All Rights Reserved © Alcatel-Lucent 2011
About us
New Voice issues and acts as consultant for the MobiCall solution,
a middleware platform for mobilization and unified communication.
For 20 years, New Voice has been an important and faithful partner of
Alcatel-Lucent and since 1999 an AAPP partner.
With more than 500 new systems implemented worldwide each year,
MobiCall is a high reliable, professional Swiss quality product!
New Voice worldwide
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Press F5 in the ppt to start the flow
USA (California, Florida)
France (Paris/Ville d’Avray)
Switzerland (Lachen, Zurich, Nyon)
Germany (Frankfurt/Mainz)
Austria (Vienna/Linz)
UAE - United Arab Emirates (Dubai)
Asia (Hong Kong, Shanghai)
Australia (Brisbane)
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MobiCall: modular, flexible, standard
Zurich University
Hospital, since 1998
•
Quellenhof Bad Ragaz
•
Hotel Dolder Grand Zurich
Palace Hotel St. Moritz
Lyon University Hospital •
24’000 voice lines
•
125 Interfaces !
10 Mobicall
Reuse of existing infrastructure: OXE
Maximum advantage of Alcatel-Features
Best adaptation and integration into existing
work flow managements and concepts
Business
Process
Intelligent, convenient and convivial management
Automation
High acceptance by the operators and staff
of human and material resources
Hôtel Crillon Paris
5 five star hotels
2 MobiCall
1 OXE
•
Supervision of guest services
Automation of recurring events and processes
in the course of professional activities
VLHG USA
Rauland+OXE+Wifi
+GSM+MobiCall
•
One Solution for all mobilization scenarios for all:
the Hospital, the Hotel and the Administration
Conference, Alarming, Voice recording, Task Management
•
Shangri-La
•
Four Seasons
•
Hyatt, Hilton worldwide
•
Being prepared to simple and worst case scenarios
More efficient response to crisis and emergency situations
High reliable, full redundant, cost effective, Swiss quality.
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MobiCall integrates unique features of OXE terminals
MobiCall connected via T0/T2 allows the following features:
• Dynamic display message while the phone is ringing and on answer
16 + 16 characters on DECT 300 / 400, 32+ 32 on WiFi 8118 / 8128…
• Send UUI messages to DECT 300/400 and WiFi 8118 / 8128 (mini-messages
with up to 120 characters)
• Announcement over loudspeaker (broadcast)
• Distinction of ring-tone sequences
• Multi-line DECT 400 (never busy line), optional call intrusion, ANS-interface
over supplementary CSTA licenses
• Interphone function: automatic hands-free answering
• eDR-Link
recording, XML, HTTP
…and much more!
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MobiCall – OXE: enable unique selling points!
OmniVista
HP-Openview
Heart alarm
Birth alarm
Elevators
Stairs
Database
Evacuation: Hotel & Administration
Login/Logout Floor by floor, in guest-language
Emergency Button
Night - door bell
Mobilization= Notification+ Confirmation & Escalation
TMS ( Tasks )
Voice Recording
MobiCall
Supervisor
Portercall / IVR
Voice/Fax-Mail
Fire Alarm
Rapid-Response
and Nurse Call
geo-localization
OXE
BMS Heating
Aircondition
Intrusion
MobiCall
Master
VIP-Calls
Wakeup escalation
Room status
Mini-Bar
IT, Video-Cam
SNMP Ping
LS, Pager, SMS, MMS, 3G
Relay, Sirenes, XML, Web
DECT 400/500 and
Wi-Fi 8118 / 8128
with
- dynamic Display 1
- dynamic Display 2
- dynamic or fix voice
- confirmation/reject
- voice conference
- callback to room
- additional SMS-Text
- callback on MMS for
task completed
- broadcast
- data, pictures, video
- phone book
Emergency calls launched
Work plan
Analog sensors
from any dect/wifi/gsm/3G
PMS
Temperature
Tech-alarms
also in case of agressions (DSK)
Opera
Blood fridge
All interfaces for fixed prices: printer , V.24, TCP/UDP/IP, E-444, modbus , HL7, csta, BACnet, KNX, OPC, eMail, ESPA-X, ftp, pc
All Rights Reserved © Alcatel-Lucent 2011
Nurse Call Workflow Extension
Nurse call  MobiCall  voice call to the Nurse  display 1: Room Call
she answers  display 2: R512 Angelina J.
( of course the room number can be shown with the call, but sometimes there are
good reasons to get an acknowledge from the nurse first, before showing the room ).
Also possible is to open up the loud speaker for hand free room call information.
Convenient function for the nurse: Call-back to the room initiated with key ‘5’
Patient phone is ringing  MobiCall setups up a two party voice conference with the nurse
concept 1: the phone is ringing until the patient or the (elder) habitant answers
concept 2: the phone opens up the loud speaker, the patient can hear the nurse
but has to pick up the phone to talk to the nurse
concept 3: the phone answers the call automatically ( only this function needs
a CSTA link ) to open the loud speaker and the microphone.
On answer the nurse asks: Good morning Angelina, what can I do for you?
The patient answers: I’d like to have some tea, double cream, no sugar
The nurse: Ok, I’ll prepare everything for you 
( she saves one way thanks to MobiCall ).
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MobiCall turns DECT/Wifi into a part of the Security
OmniVista
Supervisor
IT-Network
Interfaces
Fire, BMS,
Nurse Call…
snmp
email
Splitters
RS232/IP
Libraries
protocols
third party
applications
Data
base
Mobi-XML
Contacts
Relays
Analog
Video
cameras Sensors
adapted
tcp/ip
XML
VoiceRecording
DR-Link
Modbus
and other
IP
Centralized Solution
Full redundant
hot stand-by
high reliable
email
Loud
speaker
BT-trading
Etrali, IPC
2-party conference
Analog, UA
high impedance
recording
Libraries Interfaces
protocols Fire, BMS,
fix-price Nurse Call
Fax
Pager
Gateway SIM / Internet
dect, wifi, phones, XML, 3G popup, tcp/ip
MobiCall enables sales, pre-sales and field engineers to answer any question regarding
Security issues protecting persons and goods within every Company and Organization !
All Rights Reserved © Alcatel-Lucent 2011
Fire Alarm Workflow Speed-up
Processes, which can be handled automatically, should be treated 24 hours a day
The fire alarm system tells  MobiCall via a V.24/RS232 link: Fire Room 1818
MobiCall  calls all fire fighters and tells  display 1: fire room 1818
answer  display 2: F1818 use stairs
voice message: << Please do coordinate with other fire fighters in the conference >>
MobiCall puts all fire fighters into a voice conference ( up to 120 persons, depending
the number of voice channels and the number of persons answering the call )
fire fighter 1: ” I’m in the lobby “
fire fighter 2: ” I’m on the 19th floor and go down to 18th “
fire fighter 3: ” I’ll go to the fire alarm panel “
If there is fire, the fire fighter 3 calls the external fire brigade by pressing
the push button, if not, he resets the alarm on the fire alarm panel.
This concept prevents lots of persons from running up the stairways to see, whether there
is fire or not. None of the guests will know anything about this pre-fire alarm. Especially
in a hospital, where evacuation is not possible, MobiCall helps speed up to clear the fire.
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MobiCall in the Alcatel Lucent OXE/OXO environment
400 DECT+ and 500
DECT: alone worker
Alarms over e-mail
SNMP traps
Master/
Supervisor
Incoming
events
Dynamic recording over DR Link
Text ringtone/answered
Mini-messages
Voice messages – TTS
Acivate loudspeakers
+
Image
Formatted
text
All Rights Reserved © Alcatel-Lucent 2011
+
MobiCall web
Monitoring resources
Vertical services
Evacuation by Phone, Room by Room
When ever the external fire brigade decides to evacuate guests, MobiCall allows to
evacuate the hotel floor by floor, room by room in the language of the guest.
The Duty Manager starts a secure voice call (verified by CLI, DDI and password) to
MobiCall to start the evacuation process. Option: launch via a graphic web interface.
First, MobiCall calls the evacuation helpers to go to the floor to guide the guests.
Then, MobiCall calls each occupied room in the language of the guest (the Property
Management System (PMS), such as Opera / Fidelio tells MobiCall this information).
voice message to room 1801: Veuillez quitter votre chambre suite à une alarme feu
voice message to room 1818: Please leave the room due to a fire alarm.
voice message to room 1819: Feueralarm : Bitte verlassen Sie den Raum.
In a first sequence all phones ring (first in the occupied rooms, then in the not
occupied rooms). The statistic is printed out in the lobby for the external fire brigade.
In a second wave, MobiCall calls all rooms by automatically opening the loud speakers.
By reuse of the telephone infrastructure, the customer increase the return of investment.
All Rights Reserved © Alcatel-Lucent 2011
New Voice MobiCall Information - Server
Incoming events
Event notification
MobiCall Mobilization =
notification + confirmation + escalation
•Analog/digital set
•Dry contact
•i.e. Wago
•Serial/IP interface
•IP and XML set
•MASTER
•Voice call
OXE
OXO
•LWP call
•SUPERVISOR
•GSM
•PDA phone
•E-mail
•SNMP trap
•PING
•Keyboard
USB activation
•Voice
•Text
•Image
•Sound
•Relay
•Protocol
•DECT GAP
•DECT GAP+
•WiFi terminal
•GSM
•PDA Phone
•Video
•Conference
Emergency call
recording
•DECT localisation
•WiFi localisation
Personal
monitoring
•Web interface
Administrator accounts
•Text to speech
Call centre
Hotline, IVR
Complementary application modules
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•Fax
•E-mail
•SMNP Trap Popup on PC
•Loudspeaker
•Relay output
•i.e. WAGO
Rapid Response Workflow
A staff member tells the rapid response system: Mirror broken in room 1881
The RRS tells  MobiCall  calls the expert display 1: tech. call
he answers  display 2: R1881 Mirror…
(of course the type of work can be shown with the call, but sometimes there are
reasons to get an acknowledge from the staff first, before telling the work to do,
especially when the work takes four hours and starts at Friday 5 pm ).
Voice message: please confirm with key ‘3’ and find details in the mini-message
The staff confirms with key ‘3’ and gets the job details by mini-message. If he rejects with
key ‘4’, then MobiCall calls the next person ( also parallel calls are possible, like fire alarm ).
Once the job has been done, the staff turns back to the mini-message and starts
a call back ( to the CLI-number stored with the mini-message ).
MobiCall answers: Please confirm, that the job has been done with key ‘3’
MobiCall passes this information to the Rapid Response system.
TTS allows MobiCall to speak the job-details during the first call. All languages supported.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall - DECT400/500 Emergency Call Solution
Mobile
500
PTI-DECT
Mobile
400
DECT
Imagine, a room cleaner or any person from the SPA has to go to a Hotel Room and
gets agressed. She presses the emergency button on the DECT 400/500.
Immediately, MobiCall will call the phone in the room, open up the load speaker and
broadcast a clear message to the guest and the staff member.
The security guards are mobilized and sent to the room.
This gives clear situations and prevents situations such as happened to DSK.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall: configurable Web-Interface / visualizer popup
•Alarm
•1
Levée de doute
Rappel de la personne, vidéo surveillance, …
GROUPE INTERVENTION
•2
Mobilisation
Mobilisation des équipes d’intervention les
plus proches, en donnant toutes les
informations sur l’alarme
•3
Suivi de l’intervention
•4
Clôture de l’incident
Contrôle de la prise en compte de l’incident et
gestion des escalades sur débordement
Clôture pour traçabilité
•End
14 | Mkg Prog and Incentives | 2011
All Rights Reserved © Alcatel-Lucent 2011
Confirmation de
prise en compte /
débordement
Rappel de
confirmation
MobiCall integration of the My-IC-Phone
Processing generic
security applications
over MobiCall web
i.e.
Evacuation pop-up
with floor plan
Processing specific
flows for vertical
markets
By the mean of a webeditor on MobiCall
Door-Camera with
voice call application
Monitoring
system resources
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Application for health care and elder people
MobiCall offers standard functions, such as Nurse Call, Service Call, Short dial Buttons…
…for houses for elder people and for persons in a managed care center with a My-Ic-Phone at home!
All Rights Reserved © Alcatel-Lucent 2011
MobiCall evacuation plan and Sanity Check Application
MobiCall offers a wide range of flexible and customisable applications based on the simple to
setup, configure and use MobiCall web visualizer / web application editor.
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MobiCall Door-Cam Solution with My-IC-Phone
The guest or the
Security guard
Can talk to the
person at the door
Once the button
pressed, the three
My-Ic-Phones will
ring and show the
video camera with
the Call:
If the person is
Unknown, the
call can be
forwarded to
another phone.
Camera X – Door Y
Button to open the door
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Voice and Video can be
recorded on MobiCall
MobiCall Door Cam Solution increases the reactivity
A person presses the door bell at 9 pm. A staff member
in the office talks to the person and opens the door.
MobiCall allows the staff member to open the door and to let in the
person.
How ever, a picture of the person in front of the door is sent to the
Security guard. The basic work flow is not interrupted.
How ever, if the security guard recognizes the person as one who left
the company some days ago, then he can listen to the whole voice
communication between the two persons and watch the video.
In case of a problem, the security guard can send out some persons
to verify, what’s going on.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Video-Telephony with My-IC-Phone
Any video camera ‘linked’ with a phone alows to exchange voice connected with the images.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall clients for Mobile Phones, 3G, Wifi + SMS
MobiCall offers small clients on all mobile phones to support large character sets and gps.
They allow to popup in case of an alarm, to request confirmation and to handle pictures.
TMS included. The connections are through wifi, 3G and specially encoded SMS on link down.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Conference: Just another application
No problem to call 120 persons and put into conference all persons confirming positive…
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Task Management „just another application“
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Voice Playback GUI, the flexible solution
Supporting High impedance voice recording on
analog, UA, ISDN BRI, PRA, multi party and
two party conference ( emergency calls )
Etrali, BT, IPC and DR-Link…
All Rights Reserved © Alcatel-Lucent 2011
The „Unified EVENT Communication“- Platform
„do not call it Alarm Server anymore“
Alarm-, Conference- and Information System
Voice Recording & Task Management-Server
All Rights Reserved © Alcatel-Lucent 2011
Complete convergency
Centralised Telecommunication
Infrastructure (Call Server)
Backbone for Telecommunication, IT & Security
Intelligent IP Network
S(IP)-DECT / IP-Wireless Phones
Information Technology
Various alarms
Fire alarm
Central building and processes control systems
Burglary alarm and access control system
Network management systems
Video control
Loudspeaker systems
GSM (Mobile), PDA‘s (3G)
PSA / Pager / SMS & MMS
MobiCall
Subsystems and
primary systems
All Rights Reserved © Alcatel-Lucent 2011
Email
MobiCall: easy and conventient configuration
MobiCall is easy to install, configure and maintain.
Upgrade and extensions are easy to handle – worldwide.
All Rights Reserved © Alcatel-Lucent 2011
Fully integrated Management for
Alarm In- and Outputs
Visualised interactive managment platform
for the administration of:
512 WAGO IP Contact Controller capable of
being integrated
Over 10‘000 Contact Inputs and Outputs
Possbible to define contacts as bottom
contacts / closer
Integration of temperature and water-level
indicator (analog signals)
Direct assignment of alerting processes for
each contact
Possibility to activate flexibly relay outputs for
each alarming setting
Attribution of individual text messages for
each contact
Individual recording of a voice message for
each contact input
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Designer for SNMP Traps resolution
IT Security:
SNMP traps from
-
OXE, 4760 / 8770
BMC Patrol
Etrali, IPC, BT
HP Openview
Castelrock
Simple dispatching
depending Enterprise,
OID, Trap-Value...
To inform the concerned
persons, where ever they
are, when they need the
information.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Lone worker protection (LWP) in brief
•Manual
alarms
•Automatic
alarms
Location Based
Mobilisation
 Emergency button
 Trigger line
 Man-down
 Immobility
 Localisation *
 Caller number
Mobilisation of the
nearest group
INTERVENTION GROUP
 by antenna
 by fingerprint/site survey
400 DECT + 500 DECT
(alone worker)
INTERVENTION GROUP
•Ringtone when message is displayed:
•LWP: <CallerNb> <Location>
•LWP
alarm
•<Location>
Confirmation and overflow
management in case of failure
All Rights Reserved © Alcatel-Lucent 2011
MobiCall: configurable Web-Interface / visualizer popup
•Alarm
•1
Levée de doute
Rappel de la personne, vidéo surveillance, …
GROUPE INTERVENTION
•2
Mobilisation
Mobilisation des équipes d’intervention les
plus proches, en donnant toutes les
informations sur l’alarme
•3
Suivi de l’intervention
•4
Clôture de l’incident
Contrôle de la prise en compte de l’incident et
gestion des escalades sur débordement
Clôture pour traçabilité
•End
34 | Mkg Prog and Incentives | 2011
All Rights Reserved © Alcatel-Lucent 2011
Confirmation de
prise en compte /
débordement
Rappel de
confirmation
MobiCall – OXE Localisation by Antenna
Localisation based on one DECT-Antenna
The localisation bases on the antenna to which the DECT is connected.
This concept is supported without site survey and on all OXE
Precision :
A zone is defined by the coverage of the antenna
All Rights Reserved © Alcatel-Lucent 2011
MobiCall – OXE/OXO Localisation by fingerprint
Localisation by zone
Fingerprint
Unique RSSI
entity
Search
Comparing fingerprint in the
site survey’s database
The localisation takes place by zone as
defined in the site survey.
A zone is limited by the set of measures
for this purpose.
A fingerprint’s uniqueness and the
localisation algorithm leads to the zone.
Precision:
Depending the number of antennas and the
position and direction of the antennas
All Rights Reserved © Alcatel-Lucent 2011
Alarm Visualization over Web Interface
All Rights Reserved © Alcatel-Lucent 2011
MobiCall Localisation based solutions
Some examples
• Lone Working Persons: In case of an emergency call, MobiCall is able to
add the position of the person to the alarm message
• Location Based Mobilisation: MobiCall is able to call the persons near to
the incident.
• Alarms upon leaving a zone, entering prohibited zones etc.
• On-duty, off-duty depending on the DECT in charger/out of charger
• Detection of leaving the covered area/site, battery low, switch on/off
• DECT search (localise objects and persons, find back lost equipment etc.)
• Support of hot-keys for fast communication of situations and actions.
i.e. Room status, minibar, call to the desk, emergency calls etc.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall and 400 DECT/ 500 DECT
Fonctions
400 DECT
500 DECT (Alone
Worker)
Compatibility
IBS / RBS / IP-DECT
IBS / RBS / IP-DECT
Display text
16 characters while ringing
16 characters on answer
Mini-Message with up to 120 char.
16 characters
Vocal
Voice message + DTMF + conference
Voice message + DTMF + conference
Ringtone (tonality and volume)
1 special ringtone
3 special ringtones
Emergency Buttons
Short key, center button, keyboard
Emergency button and keyboard
Battery control
Yes
Yes
Attendance management
Yes
Yes
Localisation
By antenna or fingerprint *
By antenna or fingerprint *
PTI function (lone worker protection)
Manual emergency call
Manual emergency call
Man-down
Immobility
400 DECT : Hardware 400 DECT with firmware update
500 DECT : new hardware with detector of loss of verticality and emergency button
All Rights Reserved © Alcatel-Lucent 2011
* Based on a site survey
Integration
Mobile
500
PTI-DECT
Mobile
400
DECT
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Integration
Mobile
500
PTI-DECT
Mobile
400
DECT
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Integration & Flexibility
TAE means:
individual alarms
per
- group of phones
- group of zones
- group of buttons
down to individual
- persons
- zones
- buttons
easy configuration
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Evacuation Visualization & Activating
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Solution and Operation Examples
Tracking
The Ekahau Solution –
related to the MobiCall Alarm
and Informations system is
employed for…
Safety & Security
The personal can be furnished with a portable „panic
button“. In emergency cases, the button can be
activated to ask for immediate help.
Additionally it would be possible to supervise a patient
if leaving a defined area.
Through the MobiCall-System the responsible people
will get the detail information about the cases which
are described above.
Wifi
Asset Tracking
Vital equipment, such as IV pumps, heart monitors,
crash carts and other equipment is mobile by
necessity. The „Real Time Location“ Solution lets you
locate a tracked item is anywhere in your facility.
Localisation
Positioning
Engine
Workflow & Resource Management
Has the patient completed her lab tests? How long has
she been waiting in the queue? Was the tracking path
completely itemized in the billing system?
Sprachanruf
Pager
SMS
Efficient workflow improves the quality of care
throughout a hospital stay and enables more precise
billing.
All Rights Reserved © Alcatel-Lucent 2011
MobiCall
New Voice International AG
St. Gallerstrasse 8
CH-8853 Lachen (Switzerland)
Tel: +41 58 750 11 10
Fax: +41 58 750 11 12
mobicall@newvoice.ch
www.newvoice.ch
All Rights Reserved © Alcatel-Lucent 2011