Switchboard Admin Guide - Telmediq Training Materials...A Smart Call Admin user will be able to edit a user’s mobile phone number by following these steps: 1. Search & bring up the

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UHS – Call Center Admin Use Case Reference Guide

C O N F I D E N T I A L – D O N O T D I S T R I B U T E

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Introduction ........................................................................................................................................... 4

User Management ................................................................................................................................ 5

Adding Users .................................................................................................................................................. 5 Details ........................................................................................................................................................................... 5 User Login Issues ...................................................................................................................................................... 6

User Access Level Issues ............................................................................................................................ 7

User Department .......................................................................................................................................... 7

Directory Contact Management ......................................................................................................... 8

Updating a User’s Mobile Number ........................................................................................................... 8

Adding Contact Methods to a Directory Object .................................................................................... 8

Adding a Contact Note to a Directory Contact .................................................................................... 10

Adding Other Directory Object (Add new hospital location phone numbers or Non-Hospital Contacts) ....................................................................................................................................................... 12

Managing Paging Groups ................................................................................................................. 14

Creating a Paging Group ........................................................................................................................... 14

Managing members of the group ........................................................................................................... 16

Smart Call Agent Management ........................................................................................................ 18

Creating a New Smart Call Agent User .................................................................................................. 18

Creating an Agent Personal Queue ........................................................................................................ 20

Reporting ............................................................................................................................................. 22

Messaging and Code Alert Message Reporting .................................................................................. 22


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Smart Call Queue & Worker KPI Dashboard ........................................................................................ 23


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Introduction This document will illustrate how to manage some common day to day workflows that may be handled by a Smart Call Administrator/Manager.

Such activities include:

1. User Management

2. Directory Contact Management

3. Paging Group Management

4. Smart Call Agent Management

5. Running Report


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User Management Here are some details about adding users.

Adding Users

There are 3 ways in which users can be added to Telmediq. Users can be added one at a time through the “Add User” function. Multiple users can be imported via a .CSV file through the “Import User” function. Telmediq also supports users being imported directly from a Microsoft Active Directory Server.

Details

Basic user information can be managed from the “Details” screen for a specific user. Greyed out fields cannot be managed and are displayed as read-only fields, such as Username (Figure 2).

Figure 1 User details

For users that are managed through Active Directory (AD) integration, a note will be displayed at the top of the screen (Figure 3). The Telmediq system prevents the administrator from changing any information that is being managed by the AD sync.


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Figure 2 User details for an AD synced user

User Login Issues

If a user is having difficulty logging in, the first step is to ensure they are using the appropriate username. The user’s username can be found by searching for the user (by first & last name) in the Telmediq Web Console.

Steps:

1. Log into Telmediq Web Console. 2. Click on the ‘Users’ Tab at the top of the screen. 3. Search for the user (by first & last name). 4. Confirm that the user is logging in with the User Name listed on their profile. If the user

is being synchronized through Active Directory, this is the same username that the user logs into other network applications (ie. Logging into their workstation/computer, logging into HR systems, etc).

5. In the event that the password is not remembered, for users managed through Active Directory, please go through the standard process for password retrieval/resetting (ie. May require creating a Helpdesk/Service desk ticket).


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User Access Level Issues

In the event that a user is able to log in, however, is not able to see the expected tabs (ie. ‘Paging Groups’, ‘Users’, etc) this is likely due to the user not being granted the appropriate permission group access level.

Note: By default, most users not grouped in the Active Directory as Admins, Schedule admins, Switchboard agents, etc, are defaulted to be ‘Mobile Users’).

Here are the steps to update the User Access/Permission groups:

1. Search & bring up the user in the Telmediq Web Console. 2. On the left panel, click ‘Groups’. 3. Add the appropriate User group access level. Typical users that the Smart Call admin

will need to be adding are:

Schedule/Broadcast Group Admins -> ‘Schedule Admins’

Switchboard Agents -> ‘Switchboard Operators’

4. Send an email to the Active Directory admin to add the user to the appropriate group in the Active Directory. This is a critical step, as the above adding of group update will be automatically removed should there be any updates made to the user in Active Directory in the future. The Active Directory admin will need to know the following information to make the update:

a. Telmediq Username (which is the AD sAMAccountName) b. The group to add the user:

i. Schedule/Broadcast Group Admins should be added to the AD TMSchedulers group.

ii. Switchboard Agents should be added to the AD TMSuperUsers group.

User Department

A user’s department can determine what contacts they see in their directory, what message types they are allowed to compose messages with, etc. Schedule Admin users may also only be able to view and edit schedule/broadcast groups of the same department as their user.

When Telmediq creates a user from the Active Directory synchronization, the base department is set to the Telmediq user (assuming the department set in Active Directory has been configured in Telmediq). Users can be linked to additional departments (should they need access to different directory contacts, additional message types, or access to specific


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schedule/broadcast groups, etc). Adding of additional departments to a user can be made directly in Telmediq and no update is required in the user’s AD profile.

To view/edit what department a user is associated to:

1. Search & bring up the user in the Telmediq Web Console. 2. On the left panel, click ‘Departments’. 3. Any check marked boxes will indicate the departments the user is associated to. 4. After checking off the necessary department(s) to be added, click the ‘Save’ button at

the bottom of the page.

Directory Contact Management Here are some common Directory Contact Management activities that a Smart Call admin may need to make.

Updating a User’s Mobile Number

A Smart Call Admin user will be able to edit a user’s mobile phone number by following these steps:

1. Search & bring up the user in the Telmediq Web Console. 2. Update the Mobile Phone number field and click ‘Save’.

Adding Contact Methods to a Directory Object

Updating a Contact method for a Directory object can be done by permissioned users through the SmartCall console. To do this, the following steps can be followed:

1. Log into Smart Call Web Console, and search for the contact and click on their name.

2. Click the “Edit” button on the top left of the contact pop up.


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Figure 3 Editing Directory Objects

3. Click the “Edit” button.


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Figure 4 Editing Directory Object

4. Click the “Add Contact Method” button.

5. Add the necessary contact methods, ensuring to indicate which contact methods should be made public (ie. Visible to all users using the directory) versus private (visible only to permissioned users like switchboard users) and hit “Save”.

Adding a Contact Note to a Directory Contact

In order to add a note for a directory contact, follow these steps.

1. Search for the contact and click on their name.

2. Click the “Edit” button on the top left of the contact pop up.


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Figure 5 Editing Directory Objects

3. Click the “Add Note” button on the left of the screen.


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Figure 6 Editing Directory Object

4. Click the “Add Note” button.

Figure 7 Adding Directory Contact Note

5. Enter the desired contact note and hit “Save Note”.

Adding Other Directory Object (Add new hospital location phone numbers or Non-Hospital Contacts)

This section reviews the methodology for when new hospital location numbers need to be added to the directory (ie. New nursing station or bed side number, as an example) or new outside phone numbers or contacts need to be added to the Directory. This could include


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nearby pharmacies, unaffiliated clinical facilities or groups, etc. To add this type of directory object in order to add such directory objects, the following steps can be executed:

1. Log into the Telmediq Communication Hub web console (uhs.app.telmediq.com) 2. Click on ‘Paging Groups’ and click on the ‘Go to Scheduler” link in the top right portion of

the screen.

Figure 8 Go to Scheduler to reach Hyperion configuration

3. Click on the ‘Directories’ tab on the left panel, and then click the sub menu item ‘Objects’.

4. From here, click the ‘Create Directory Object’ button on the right of the screen

Figure 9 Directory Object

5. Select which ‘Type’ of contact that is to be created (Person vs Location), and add the necessary details, as well as the contact method(s).


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Figure 10 Create Directory Object

Managing Paging Groups There are 2 types of paging groups in Telmediq:

• Schedule Groups

Schedule groups are used to create on-call schedules. Telmediq uses a simple drag and drop interface to allow you to create and manage on-call schedules.

• Broadcast Groups

Broadcast groups allow for a group of users, such as everyone in a specific department or division, to be easily messaged.

Creating a Paging Group

In order to create a new schedule group:

1. Log into the Telmediq communication hub (uhs.app.telmediq.com) 2. Click on the ‘Paging Groups’ tab at the top of the screen 3. Click on the ‘Add’ button on the top right of the screen.


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Figure 11 Paging Group Screen

4. Select whether the new paging group is a Schedule Group (on call group) or a Broadcast group and enter the group name. If a Schedule group is being created, it is also required to provide the Fail Over User. The failover user is the user that will appear on call (ie. Be contacted) in the event that there is a gap in the schedule where no one has been put on call in the calendar. This is typically the group’s schedule administrator or a team lead who can quickly determine who should be contacted should they be reached.


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Figure 12 Creating a Paging group

5. Configure the paging group’s Department. Be sure that the schedule administrator for this group is also part of the same department, otherwise, the schedule/group administrator will not be able to view/edit this group.

Figure 13 Group Department

Managing members of the group

1. Add members to this group by selecting +add in the members section

Figure 14 Add Members to paging group

2. Search for members by type or searching by name and then selecting “add” besides the user(s) names.


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Figure 15 Search for members users

3. To Remove members of a paging group, click the “x” beside their name in the member panel:

Figure 16 Remove member


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Smart Call Agent Management

Creating a New Smart Call Agent User

In order to create a new Smart Call agent, the following steps must be executed.

1. Log into Telmediq Communication Hub (uhs.app.telmediq.com) 2. Search and bring up the user. 3. Add the user to the “Switchboard” department 4. Add the user to the “Switchboard Operators” permission group. 5. Send a request to the Active Directory administrator to add the user to the AD

switchboard user group (TMSuperUsers) 6. Request an account administrator to assign a PBX provided Telmediq Smart Call

extension to be assigned to the new Agent. 7. Click on ‘Paging Groups’ and click on the ‘Go to Scheduler” link in the top right portion of

the screen.

Figure 17 Go to Scheduler to reach Hyperion configuration

8. Click on ‘Call Center’ on the left panel of the screen, and click the Call Center workspace (UHS Workspace)


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Figure 18 Smart Call Hyperion access

9. Click on the ‘New Worker’ button

Figure 19 Smart Call Workspace

10. Search for the user (by first/last name) in the drop down and click ‘Create Worker’.


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Creating an Agent Personal Queue

1. From the Call Center workspace screen, click on the ‘New Task Queue’ button.

Figure 20 Smart Call Workspace

2. Give the personal queue a name and set the following parameters and hit ‘Save’.

Reservation Activity = Reserved

Assignment Activity = Busy


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Figure 21 Task Queue Creation

3. From the Smart Call workspace, click on the ‘New’ button under the Extension Numbers panel.

4. From the drop down, click the Agent Queue name created above. 5. Enter the extension number provided by the account admin from step 6 in “Creating a

New Smart Call Agent” section above. 6. Click ‘Save’. 7. From the Smart Call Workspace page, click on the Agent’s name in the “Workers” panel. 8. Click ‘Edit Worker’ 9. Select the necessary Queue’s that the Agent should be receiving calls from. This should

include their Agent personal queue, and any other main queues (ie. BGH and/or Wilson Main Queue) and hit ‘Save Changes’

Figure 22 Worker Agent Queue Assignment

10. Ask user to log into Smart Call (uhs.app.telmediq.com/cc/) and confirm that they are able to log in and see that their agent is on the appropriate queues.


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Reporting

Messaging and Code Alert Message Reporting

In order to review statistics on the number of message types (Code Alerts, Overhead Pages, etc) that were sent in a particular time period, the following steps can be used.

1. Log into Telmediq communication hub (uhs.app.telmediq.com). 2. At the top of the screen, click on the ‘More’ tab and select ‘Reports

Figure 23 Report Access

3. From the list of available reports, click on the ‘Message Volume Over Time’ report.

4. Click on the dates to enter the desired time period to be reported on.


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5. Use the “Download as CSV” button and open the download in Excel. 6. The following formula can be used to convert the Epoch date (Unix time) to a regular

calendar date: =B2/86400000+25569. (where B2 is the field with the epoch date). 7. This data can then be used to generate the desired report. Filtering the message type

field can be used to focus on particular message types like Code alerts, etc.

Smart Call Queue & Worker KPI Dashboard

Dashboard reports can be used to view statistics at the queue level, as well as at the agent level in Smart Call. To access these, a permissioned user (ie. The Switchboard Admin) can click on the ‘Dashboard’ link at the top of the screen.


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Figure 24 Smart Call Dashboard

Documents

Switchboard Admin Guide - Telmediq Training Materials...A Smart Call Admin user will be able to edit a user’s mobile phone number by following these steps: 1. Search & bring up the