Cloud Phone System For Modern Businesses

Amrita Medical Center Embraces VoIP Benefits with Yeastar IP PBX

Amrita Medical Center Embraces VoIP Benefits with Yeastar IP PBX

The healthcare industry is competitive and patient expectations are higher than ever. With demands to deliver the highest quality patient care, having a reliable, secure and cost-effective communications solution in place is critical. To that end, Amrita Medical Center, who addresses the value of being accessible at all times, recently has replaced its outdated legacy phone system with Yeastar S-Series VoIP PBX, which helps to build a professional presence for the organization with seamless communication services and active team collaboration easily realized throughout the whole patient care journey.

Background

Amrita Medical Center, a vital ambulatory healthcare resource established in Abu Dhabi in 2003, is committed to maintaining the highest healthcare standards of excellence and levels of patient care. It now occupies 6 villas, 26 medical and dental clinics, along with a multi-national team of highly experienced professional staff in various fields of Medical, Surgical, Dental, Radiology, Physiotherapy, and Laboratory.

Challenge

Having to handle a good many of emergency calls 24 hours a day, the healthcare center is in urgent need to switch to a stable telephony network so as to improve workflow productivity while slashing costs. Yet outdated analog PBX system offered little flexibility and scalability. Its lack of intelligent call management feature has retarded the response of calls and, what’s worse, required much manual effort that would otherwise be invested in patient care. In addition, the existing TAD 100 Panasonic Analog PBX was not capable of giving the advanced features of the IP PBX. Some essential call features for a healthcare phone system, like call recording, were charged as a bolt, which made the overall communication cost spiraled.

Solution

Amrita Medical Center needed a full VoIP solution that could accommodate its communication needs in a 24/7/365 hospital environment while giving a huge cost saving. Considering this, one Yeastar S300 VoIP PBX was deployed to the organization, collaborating with Yealink phones, to help the organization streamline workflow, enhance service level with advanced telephony features and benefit from the best-in-class IP PBX functionality, reliability and affordability.

With the help of DVCOM Technology, Yeastar authorized distributor in the GCC region, and First Emirate Computer, Yeastar reseller, the solution was deployed successfully in a matter of hours. By the deployment of the solution, Amrita Medical Center has gained momentum for its business in two ways: an increase in the quality of care services and a decrease in Phone system operating costs.

Solution Highlight and Benefits

1. Less Time spent on Call Handling and More time on Patients

Intelligent call management granted by Yeastar S-Series VoIP PBX system has ensured the organization the possibility to automate and simplify the workday. The robust call routing, IVR, and call transfer feature has facilitated the communications between branches and reduced the time in connecting doctors and patients. Besides, the integration possibility of S-Series VoIP PBX with Salesforce has put patients at the center of medical decisions more than ever and more personalized healthcare services are able to be delivered.

2. Enhanced Responsiveness and Doctor-patient Connectivity

With Linkus mobile clients designed to cooperate with S-Series VoIP PBX, the organization staff are now allowed to improve responsiveness and always be contactable via their extension. Furthermore, the mobile client acting as a ward extension also enables patients, especially senior ones, to stay connected when they are out for a walk in case of any emergency situations.

3. Features Like Call Recording and User Permission Control Readily Available

As a reference for queries, call recording is sometimes required by the medical center, which is now made easier with the free built-in automatic recording feature. The new secure system allows them to instantly find recordings through simple filtering, saving valuable time searching for the desired file. Besides, the patient privacy protection is also enhanced with the advanced user permission control, with which the phone system administrator can decide who has the privilege to fetch call logs, call recording, and voicemail messages.

4. One-time Investment and Reduced Communication Cost

By installing S-Series VoIP PBX, the organization has maximized their ROI with one-time investment, as all features and firmware updates for Yeastar PBX are free, with no maintenance fees. In addition, the communication cost of the organization has been reduced considerably thanks to the free internal calls.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

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