Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Industry Applications
3-9Health Care
3
■ Voice Messaging systems can reduce personal paging and eliminate
telephone tag when the staff must continuously leave messages and wait
for returned calls.
■ Basic call management system packages can support the facility’s busiest
offices such as the business office, hotline groups, clinics, and admissions
offices.
■ Lucent Technologies Call Accounting System for Windows
®
allows health
care facilities to chargeback telephone equipment and usage to doctors,
clinics, and offices.
■ Lucent Technologies offers an array of wireless solutions that provide an
effective way to communicate with nurses, doctors, and others who must
be mobile.
■ Outside labs, pharmacies, physicians’ practices, vendors, and other
organizations who frequently deal with the health care facility can obtain
guest mailboxes on the voice messaging system. The health care
institutions can thus avoid toll charges that should be paid by others.
By using Lucent Technologies products, health care facilities can reap the
following benefits:
■ Improved communication between staff members
■ Better response to true emergencies
■ Improved staff efficiency and satisfaction.
Provide highly efficient phone service
Many health care facilities encounter problems responding to the large number of
incoming calls. Callers are frequently put on hold for long periods of time before
representatives are available to help them.
Health care facilities need to do the following:
■ Eliminate the frustration and negative perceptions of the facility that are
experienced by callers.
■ Improve the quality of service, without increasing costs.
■ Using staff to do the jobs for which they were trained.
The system can provide the following capabilities to the health care industry:
■ Recorded announcements and the Call Vectoring feature give callers
access to basic information 24 hours a day, seven days a week.
■ PassageWay products allow a caller’s record to appear on the agent’s
screen as the call rings on the phone, based on caller input or Calling Line
(or number) Identification. This eliminates the need for the agent to ask