NEC Medical Center System Operations Manual

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Destination 
AreaThe destination area of the Operator screen changes as necessary to display information 
and to prompt for entry of the data that is necessary to complete a call transaction. The 
command line contains the actions that can be taken. The remainder of this chapter 
provides descriptions and step-by-step instructions on how to use each of these actions. 
Each action is discussed in a separate section, as noted below: 
Directory Assistance–Search the database for destination information and then 
transfer internal, external, and attendant calls to the 
selected destinations. (See page 50.)
Call Park–Place a call on an announcement trunk or a monitored 
number for paging purposes. (See page 55.)
Parked Call Retrieval–Communicate with a previously parked call. 
(See page 57.)
Beeper–Contact a beeper-holder with a coded message. 
(See page 59.)
Redial–Use this command during Idle status to automatically dial 
the station that most recently called the operator. 
(See page 61.)
Emergency–Select a supervisor or an expert from a displayed menu to 
contact in case of emergency. (See page 62.)
Clear–This command removes all entries to the Destination and 
Source areas. 
Note:This command is not discussed further in this chapter. 
						

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Directory Assistance
Use the DirAsst command to access the MCS directory assistance database to identify 
the destination of a call. This command can be selected from the Operator Screen when 
it is in idle status or while the operator is connected to a source caller.
Figure 4-7   Directory Assistance
General 
ProcessWhen a call is answered, the Source Name area automatically displays any information 
available on that calling number. Selection of the DirAsst command displays a prompt 
for a name or a room number to be used as a database search pattern. You can enter all 
or part of the name or number. MCS displays a list of matches from which the desired 
destination can be selected and the call transferred. 
Note:Pressing Enter on a blank field at the name or room prompt displays the full list of 
destinations in the database.
Taylor, Frederick2201 A2 220 1 62 M 08-15 DirAsstPark Rtrv Beeper Redial Emerg Clear Quit
On-line
MCS StatusAttendant Status Medical Center SystemCall  Status
Trnfr
S
Source Name
Attendant-1Tue  Aug  17  09:02 am
Ext Dept Room
D
Bed Age Sx Adm Dsch
Destination Name
Visitors:    Yes
Comment:    No solids until 08-17.
Enter Name or Room:
Up/Down Arrows to select,  to transfer,  to expand,  to quit More
Atkinson, Kimberly
Atley, Mike
Atmondson, Darlene
Attison, Gary2394
Atworth, Mark
Atworth, Barbara
 to search,  to return to command lineEnter Name or Room: At
(1)
(2)
(3)
Atherby, Jim Destination Name
247
125F08-13
2394 247
243F08-13
2375
436
234M08-16
2347
241
147M08-15
2419
210
242F08-15 68M
08-10
08-12
At 2303 345
214M08-16 Ext DID Room Bed Age Sx Admit DschUnit
Ext DID Room Bed Age Sx Admit DschUnit
4E
2E
2N 2E 3E
2E 
						

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Hot KeyInstead of entering the name or room number, the operator may press the MCS Hot Key 
to replace the command line with the following options. The hot key is a period (.) by 
default.
Selection of one of the options leads to a more specific search. For instance, selection 
of the Patients option allows the attendant to search only among the Patient database 
records. Internal refers to all extensions within the hospital phone system that are not 
assigned to patients, doctors, employees, or test/procedures. External refers to all 
telephone numbers that lie outside of the hospital phone system. Master refers to the 
full list, including the information available through all other command options.
To change the MCS Hot Key, select the Configuration Management option from the 
MCS main menu. If you enter the ampersand character (@) as the hot key character, 
the sub-directory look-up screen automatically appears after the Directory function is 
activated.
Directory 
InformationDirectory Assistance information that is displayed in the Destination window consists 
of the following fields from the database: 
Destination–A name from the database that matches the pattern entered 
at the prompt; may be the names. 
Name–Name of patients, internal departments, non-patient 
extensions, external locations, or other attendants.
Ext–The phone extension tied to the displayed name.
Note:No extension is displayed for patients in rooms without phones. An asterisk appears 
next to an extension of a patient who has not contracted for phone service or whose 
presence is confidential. To expand the record and display the reason for the ‘*’ , 
press the Tab key. Patients whose presence is confidential are displayed in a different 
foreground color or, on monochrome terminals, blink.
Dept–The medical department in which the assigned room is 
located.
Room–The number of the room to which the patient has been 
assigned.
The Ext., Dept., Room, and Bed fields are empty in the display when a patient has been 
discharged. When patient names are displayed, the following fields are also included 
in the Destination window:
Bed–The number of the bed to which the patient has been 
assigned.
Age–The three-digit age of the patient. 
Note:If the patient is months or days old, the third character is either an “m” or a “d” re-
spectively -- for example, 100, 34, 12m or 1d.
Pat’sDoc’s
Employ’sIntrnl Extrnl Tests Master 
						

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Sex–The gender of the patient.
Adm –Date that the patient was admitted to the hospital, in the 
format mm/dd.
Dsch –Date that the patient was discharged from the hospital, in 
the format mm/dd.
Special 
DestinationsSome destination names that are displayed from the database appear differently from 
the others in the list. These names are of patients to whom calls are generally not to be 
transferred. These “special” destinations are described below:
1. Extension preceded by an *
: A patient who has either not paid for phone service or 
wishes to have no phone calls but is in a room that contains a phone. The expanded 
version of this record shows whether the patient wants to keep the number confiden-
tial or did not contract for phone service.
2. Extension field blank
: If a patient has been assigned a DID, the extension number 
does not display. If no extension or DID is displayed, the room cannot receive calls.
3. Record is highlighted
: A patient who has expired. This patient listing will have an 
x next to the Ext field. 
Note:The highlighting options are selected by the user.
Expanded 
Display
Ty p e  o f  
Transfer
Use the left- and right-arrow keys to select between direct or screened transfer. In a 
direct transfer, press Enter to transfer the source caller to the extension that is currently 
selected. This will release the operator and clear the Operator screen. In a screened 
transfer, place the source caller on hold, and connect to the destination. The operator 
can stay on the line as long as desired, but must release, cancel, or join the call manually 
via the attendant console. Operator release causes the source and destination parties to 
be connected. 
Operator 
TransferAny time a call is transferred between two operators, the source information shown on 
the original operator’s screen is transferred to the recipient operator when the call is 
answered. A message that is displayed in the Attendant Status window shows when the 
transfer has taken place. 
Press the tab key while a record in the list is highlighted to display any additional
arrow keys move the cursor within the window.  information available about the selection.  Enter and Esc are used to exit the window, and  
						

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Transfer 
FailuresTransfers to patients that have been discharged will always fail. Transfers also fail if 
the destination station is busy or set to Do Not Disturb. If a transfer fails, the Call Status 
window displays an error message, and the search list remains displayed.
Off-Line ModeIf the OAI connection between the attendant console and the CRT is down for any 
reason, the Directory Assistance functions perform as usual, except that when you 
press Enter to transfer a call, a message displays showing that the system is off-line, 
and the call is not transferred. The system displays the destination number information, 
but the call must be placed manually via the actual console. The destination menu is 
only cleared by selection of the Clear command. Once the OAI is reestablished, all 
functions return to normal.
Key Function 
SummaryBelow is a list of the typical functions of the support keys:
Enter–Begins the designated action (e.g., search or transfer).
Up/down arrows–Moves the highlight up and down the list for selection 
purposes; also scrolls the list up and down for display on 
the screen.
Right/left arrows–Select the type of transfer (i.e., direct or screened).
Esc–Returns the cursor to the previous position (e.g., from 
displayed search results back to name or number prompt).
Tab–Opens a window display of additional information about 
the current selection.
Hot Key–When pressed while at the “Enter Name or Room” prompt 
during Directory Assistance, replaces the command line 
with options for specific directory searches.  
						

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ProcedureAlthough possible destinations of a call may vary (i.e., a patient, physician, location, or 
test), the following procedure for transferring a call is the same for all destinations:
Action Result
After an incoming call is answered and 
source information displays, type d to 
select the DirAsst command. (1) The “Enter Name or Room:” prompt 
displays and highlights for data entry. (2)
Type all or part of the name or room number 
to be called and press Enter. To display all 
names and their room numbers, press Enter 
on the blank entry field.All of the matching records in the database 
display. (3)
If desired destination is
 displayed in list:
Using the up- and down-arrow keys, move 
the highlight to the desired name or number. 
If more than one screen full of names are 
found, press the down arrow to scroll the 
list upwards and the up arrow to scroll the 
list downwards. Press Enter to begin 
transfer of the call to the chosen destination. 
Expand Current Selection
: Press the Ta b 
key to display any additional information 
available about the current selection in a 
window that is positioned over the list. 
(Press the Enter, up or down arrows, or Esc 
key to exit the expansion window.)The transfer begins, according to the type of 
transfer shown in the Trnfr Window:
Direct – the attendant console and 
screen are automatically released from 
the call and cleared of all information 
concerning it.
Screened – the call must be manually 
released, joined, or cancelled. If the call 
is cancelled or joined, the source 
information stays on the screen until a 
new source caller displays or you select 
the Clear command.
If desired destination is not
 displayed in 
list:
Begin entering data to append to the 
existing pattern, or press Ctrl w to erase the 
existing entry. Type a new search pattern 
and press Enter. 
Use the up- and down-arrow keys as 
described above to select the destination, 
and press Enter to transfer the call.All of the matching records in the database 
display. 
						

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Call Park
Use the Park command to place a source call on an announcement trunk or a monitored 
number for paging purposes. Activating the Park command from the Operator Screen 
displays the Call Parking window. Remember, the Source area of the screen contains 
information about the caller.
Figure 4-8   Call Park Function
General 
ProcessTo park an incoming call select the Park command, enter the name of the party to be 
paged, and press Enter. The cursor moves to the Parked Name field and can be 
changed if required. If the field does not need to be changed, press Enter. The cursor 
moves to the Park Method field and the configured default park method is highlighted. 
Press the Space Bar to change the park method, or press Enter to select the default 
method. The attendant is released to either page the called party or receive the next 
incoming call. The name of the party being paged is entered as the call identifier. If the 
Directory Assistance window is open, press Esc to return to the command line and then 
select the Park command.
The Meet_Me Page park method displays a station number that the Paged party must 
dial to be connected with the party being parked. This method removes the attendant 
from the park connection process. The Operator Assist method requires the Paged party 
to call the attendant. With this method, the attendant must find and connect the paged 
and parked parties manually.
Page Name:***  Call Parking  ***
Parked Name:
 to park,  to quit
On-line MCS Status Attendant Status Medical Center System
Call  Status
TrnfrS
Attendant-1
Tue  Aug  17  09:02 am
D
Visitors:   Yes
Comment:   No solids until 08-17.Taylor, Frederick
Park Method: Meet_Me Page Operator Assist Destination Name
Ext DID Room Bed Age Sx Admit DschUnit
Taylor, FrederickSource Name
2201 A2220 1 62 M 08-15 Ext DID Room Bed Age Sx Admit DschUnit 
						

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Park RecallIf the Park Recall feature is activated during MCS installation, the attendant who 
originally parked a call is notified when a parked call times out. MCS automatically 
transfers the parked call from the monitored number or announcement trunk back to the 
original attendant, and beeps the CRT once. The message “Parked Call Time-out [#]” 
flashes in the Attendant Status window until the call is either answered or abandoned. 
When the call is answered, the Call Window displays a message showing that it is a 
recall.
If another parked call for the same attendant times out during this process, another beep 
is sounded and the number in the brackets of the message increases by one. The calls 
are returned to the attendant and are answered in a first-come, first-serve order. The 
message remains on display until all timed-out parked calls have either abandoned or 
been answered. Any other messages that must be displayed in the Attendant Status 
window replace the time-out message temporarily, but the time-out message returns in 
blinking display when the other messages clear. If the original attendant is no longer 
on-line, the next on-line attendant is notified of the timed-out parked call.
Cancel and ExitPressing the Esc key at any time cancels the call park function and returns control to 
the display from which the Call Parking window was opened. However, escaping the 
Call Parking window, however, does not release the source caller. The release must be 
done from the attendant console.
Procedure
Action Result
After an incoming call is answered and 
source information displays, type p to 
select the Park command. The Call Parking window displays.
Type the name to be paged and press Enter. 
Note:Use the Up/Down arrows to move as 
necessary between the two fields in 
the Call Parking window.
If the call is from an internal extension: 
The source caller is parked on an 
announcement trunk, information about the 
parked call is placed in the database, and 
the operator screen is released and cleared.
If the call is from an external 
number: 
The cursor is placed in the Parked Name 
field for data entry. A new entry can be 
made to the field, any name already 
displayed can remain, or the field can be 
left blank. Press Enter to accept the field as 
displayed, park the source caller, and clear 
the screen. 
Select a park method, either Meet_Me Page 
or Operator Assist.The Meet_Me Page park method displays a 
station number that the Paged party must 
dial to be connected with the parked party. 
With the Operator Assist method, the 
Paged party must call the attendant, and the 
attendant connects the parties manually. 
						

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Parked Call Retrieval
Use the Join/Rtrv command to communicate with a previously parked caller. 
Selection of the Join/Rtrv command from the Operator Screen displays Park Retrieval 
information in the destination area and information about the station used by the paged 
caller in the Source area. 
Figure 4-9   Parked Call Retrieval
General 
ProcessTo retrieve a parked call, select the Join/Rtrv command and enter the name of the 
paged party at the displayed prompt. MCS searches among the parked calls for the 
paged party and displays an alphabetical listing of matches. (Press Enter on a blank 
prompt field to display the entire list of parked calls.) Select the name from among 
those displayed in alphabetical order to begin the transfer.
Retrieve from 
Idle ScreenThe procedure for retrieving a parked call from an idle screen (no incoming call) is the 
same as from a screen displaying source caller information on an incoming call. 
However, after the operator presses Enter, the caller is routed to either the attendant 
requesting the park retrieve or to the priority key, depending upon how MCS was 
configured during installation. The attendant then answers the call.
On-line MCS Status Attendant Status Medical Center System
Call  Status
Trnfr
S      
Source Name
Attendant-1
Tue  Aug  17  09:02 am
Extension Room
D       Note
Paged Parked PgNo Status Att
Lobby House Phone  12          30421      00002    Next to security station
Comment:    Mostly used in emergencies.
Enter Paged Name:      Tal
Up/Down Arrows to select,  to retrieve,  to quit
Allen, Chris
Bright, Mical
Green, Mrs.
Miller
Milke, Kim Collins, Joanna
 to search,  to return to command lineEnter Paged Name: Tal(1)
(2)
(3)
Paged
Smith, Terry
Talbot, LisaRault, Jeremy1:20
4 :15
2
:45
1
:05
1
2:05
2
1:40
5 Parked PgNO Time AttTime
Status
RLS 
						

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Park Call 
AbandonIf a call is abandoned while it is parked, it still appears in the list of parked calls for a 
preset amount of time. When the Park Retrieval function is activated, the display of any 
call that has abandoned includes a time notation in the Time field that shows when the 
party abandoned the call, and the Status field displays RLS. MCS automatically 
removes the call listing from the display after a time-out. As long as the list is on 
display, the deleted call remains on the list. When the list is exited and displayed again, 
the call no longer appears on the list.
With Meet_Me Page park method, the paged party will be connected with the operator 
if the parked party abandons before being connected with the paged party. 
Cancel and ExitPress the Esc key at any time to cancel the call park retrieval function and return control 
to the display from which the retrieval was begun. If the operator exits the Call Park 
Retrieval window using the Esc key, the paged caller is not released. The release must 
be done from the attendant console.
Procedure
Action Result
After an incoming call is answered and 
source information displays, type j to select 
the Join/Rtrv command. (1) The “Enter Paged Name:” prompt displays 
and highlights for data entry. (2)
Type part or all of the name of the paged 
party and press Enter. To display all names 
and their room numbers, press Enter when 
the blank entry field is highlighted.All of the matching extensions in the 
database display. (3)
Using the up- and down-arrow keys, move 
the highlight to the desired name. If more 
than one screen full of names are found, 
press the down- arrow key to scroll the list 
upwards and the up- arrow key to scroll the 
list downwards. Press Enter to begin 
transferring the call. The join is begun according to the type of 
transfer shown in the Trnfr Window.
If Direct, the attendant console and 
screen are automatically released from 
the call and cleared of all information 
about it.
If Screened, the parked and paged 
parties are connected only when the call 
is manually released via the attendant 
console.