NEC Medical Center System Operations Manual

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Direct (D): Causes the source caller to hear a RBT while the destination station 
phone is ringing. The operator is automatically disconnected from 
both parties, and the source caller is directly connected to the 
destination party without operator screening of the transfer.
The default transfer type is configurable through the Configuration Management 
option on the Supervisor Main Menu. The type of transfer currently in effect is 
highlighted.
MCS Status Window
This window in the bottom right corner of the screen displays the operational status 
of the MCS system. Whenever there is a change in status, the new status notation 
replaces the old, and a beep is sounded on the CRT. Any of the following notations 
can be displayed:
On-line: The OAI that enables communication between the attendant console 
and the UAP is initialized; the MCS and NEAX2400 are in full 
communication, with all screen functions available; and call events at 
this station are now being monitored. This is the normal status when 
the user enters the Operator Functions option.
Dir off: The Directory Assistance, beeper, and emergency functions are not 
operational, but Park/Retrieve is available.
Park off: The Park/Retrieve functions are not operational, but Directory 
Assistance and the other command functions are available.
Off-line: The OAI is not initialized, so the attendant console is operating 
independently of the PBX. In this status, the operator can perform 
directory searches and message operations but not automated call 
processing. Therefore, all call placement functions must take place 
manually through the attendant console. When OAI functions are 
restored, the Off-line notation is replaced with a message showing a 
change in status, and the CRT beeps once. Operations can then be 
carried out normally with the degree of automated call placement 
shown by the new status. 
						

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Source AreaWhen the attendant console is on-line, MCS monitors all incoming calls. As each 
incoming call is answered, MCS automatically performs a database search for the 
dialed number. If the number is found, any information associated with it in the 
database displays in the Source area (Figure 5-4) of the screen.
Figure 5-4   Operator Screen - Call Source Area
When more than one person is assigned to an extension, a message showing the 
number of additional people is displayed in the Call Status window. Pressing the 
down-arrow key displays the next person in the list and the up-arrow key displays 
the previous person. The kind of information that is displayed depends upon the 
source of the call.
Destination AreaThe Destination area (Figure 5-5) 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.
Figure 5-5   Operator Screen - Call Destination Area 
						

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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 72.)
Make Call–Attempt to place a call from the attendant console to 
the selected directory entry.
Transfer–After receiving a call at the attendant console, the 
attendant can transfer the call to a selected destination 
directory entry.
Call Park–Place a call on an announcement trunk or a monitored 
number for paging purposes. (See page 77.)
Parked Call Retrieval–Communicate with a previously parked call. 
(See page 80.)
Beeper–Contact a beeper-holder with a coded message. 
(See page 82.)
Redial–Use this command during Idle status to automatically 
dial the station that most recently called the operator. 
(See page 83.)
Clear–This command removes all entries to the Destination 
and Source areas. 
Note:This command is not discussed further in this chap-
ter. 
						

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Directory Assistance
The directory assistance options (Figure 5-6) allow the operator to locate a specific 
destination entry in a database directory.
Figure 5-6   Operator Screen - Directory Assistance
General ProcessThe operator can select a specific directory type (Patient, Doctor, Employee, 
Internal, External and Master) from a pull-down menu (see Figure 5-6). The Call 
Destination area display will change depending on the type of directory selected.
The selected directory can be further searched by moving the cursor to the Name, 
Room or Phone fields where specific information can be entered. All or any part 
of the name or number can be entered. Following a search, use the UP and DOWN 
arrow keys to select a specific directory entry.
When a specific entry is selected, the operator can then make a call or transfer a 
source call to the selected destination entry. With a pending source call, pressing 
the ENTER key on a selected destination entry will transfer the call. 
						

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Directory 
InformationDirectory Assistance information displayed in the Destination area is dependent on 
the type of directory selected. A listing for a selected directory or directory search 
is displayed in the left of the Destination area (see Figure 5-6). When an entry is 
selected, further information detail for the entry is shown on the right of the 
Destination area. The various information fields in the directory listings are defined 
below:
Patient Directory
Patient–The Patient’s name.
Site–Abbreviation for a facility site or location of the patient room.
Extn–The phone extension number of the patient room.
Note:The Extn field is empty in the display when a patient has been discharged. 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 is 
restricted. Patients whose presence is confidential are displayed in a different 
foreground color, and may also display a ‘C’ in the column after the name. (Also 
see “Special Destinations” on page 74.)
DID–The Direct Inward Dialed number of the patient.
Room–The room number assigned to the patient.
Dschrg–Date that the patient was discharged, in the format mm/dd.
Doctor Directory
Physician–The physician’s name.
Site–Abbreviation for a facility site or location of the doctor.
Office–The phone number of the doctor’s office.
Employee Directory
Employee–The employee’s name.
Site–Abbreviation for a facility site or location of the employee.
Extn–The phone extension number assigned to the employee.
Internal Directory
Internal–The name of an Internal department, group, function, service, 
or other person within the facility.
Site–Abbreviation for a facility site or location of the Internal entry.
Extn–The phone extension number of the Internal entry. 
						

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External Directory
External–The name of an External (outside the medical facility) entry. 
(For example: These could be any outside companies, service 
providers, equipment service, other medical facilities, outside 
emergency numbers, etc.)
Phone–The phone number of the External entry.
Master Directory
The Master directory lists all database directory entries.
Name–The name for the specific entry.
Phone–The phone or extension number for the entry.
Site–Abbreviation for a facility site or location of the entry.
Type–The type of directory entry (Patient, Doctor, Employee, Inter-
nal or External.
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:
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 confidential or did not contract for phone service.
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.
Record is highlighted
: If a patient has expired, an ‘X’ will be displayed in the 
column to the right of the name column. A Confidential patient will have a ‘C’ 
displayed in this column.
Expanded DisplayThe Expanded display is always shown in the right Destination area when a record 
entry is selected.
Type of TransferUse 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.  
						

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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 PBX 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–Moves cursor to the next field.
F1-F8 screen buttons–Call processing command buttons. (These functions 
are described in the following sections.) 
						

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Make a Call
Originate a call from this attendant position. Follow the steps below to Make a Call.
1. Use the Directory Assistance feature to select a specific destination for the call. 
Select a specific directory type and then select the specific entry, from the di-
rectory listing, for the call destination.
2. Press the ENTER key (or select the F1-Make Call screen command button) to 
make a call to the selected destination. View the status of the call in the Call Sta-
tus area at the bottom of the screen.
Transfer a Call
Transfer an incoming call to a destination number. Follow the steps below to 
Transfer a call.
1. An incoming source call is answered and any specific source information will 
be displayed in the screen Call Source area.
2. Use the Directory Assistance feature to select a specific destination for the call. 
Select a directory type and then select the specific entry for the call destination.
3. Press the ENTER key (or select the F2-Transfer screen command button) to 
transfer the call to the selected destination. View the status of the call in the Call 
Status area at the bottom of the screen.
Transfer Type
Any transfer starts according to the type of transfer shown in the Transfer field area 
at the bottom of the screen.
Direct  - The attendant console and screen are automatically released 
from the call and cleared of all information concerning the 
call.
Screen- The call must be manually released, joined or cancelled. If the 
call is cancelled or joined, the source information will contin-
ue to be displayed until a new source call is received or the
F7-Clear command button is selected.
Select the button in the transfer status area to toggle between these two options as 
needed. 
						

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Park a Call
Use the Park command to place a source call on an announcement trunk or a 
monitored number queue for paging purposes. Follow the steps below to park a 
call.
1. An incoming source call is answered and any specific source information will 
be displayed in the screen Call Source area.
2. Select the F3-Park screen command button. The Park Caller window (Figure 
5-7) will be displayed. 
Note:This Call Park function can be canceled at anytime by pressing the Esc key, or 
selecting the Cancel button on the Park Caller window. The source call must still 
be processed.
Figure 5-7   Park Caller Window
3. At the Park Caller window, enter the name of the party that will be paged in the 
Page Name field. This page name becomes the call identifier in the database. 
Press Enter to continue.
4. A name may already be displayed in the Parked Name field. If the source caller 
is listed in the database, their name will be displayed here. Press Enter to accept 
the displayed name or change the name as needed and then press Enter.
If no name is displayed
, a name can be entered or this field can be left blank. 
Add a name and press Enter, or press Enter to continue with no name. 
						

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5. The Park Method option shows two methods of parking a call. The Operator 
Assist method (default) requires the Paged party to call the attendant. The atten-
dant must find and connect the paged and parked parties manually.
The Meet_Me Page method uses a system station number (Orbit) that the Paged 
party must dial to be connected directly with the party being parked. This meth-
od removes the attendant from the park connection process. 
Press Enter to select the default method (Operator Assist), or select Meet_Me 
Page and press Enter.
6. Select the OK button to park the call. The call is parked and information on the 
call is placed in the database.
If 
Operator Assist method was used, the attendant can now page the party in-
structing them to call the operator, etc.
If the 
Meet_Me Page method was used, the station (Orbit) number assigned for 
this parked call is displayed in the Attendant Status area. The attendant can now 
page the party instructing them to call this station (Orbit) number.
Note:This Orbit number is displayed on the Parked Call Retrieval screen (Figure 5-
10). Refer to the later section on Parked Call Retrieval.
Park RecallIf the Park Recall feature is configured, 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 attendant once. A message is displayed in the Call Status 
window indicating the time-out (Figure 5-8).
Figure 5-8   Parked Caller Time-out Status