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Yeastar PBX System Is Helping the Medical Sector During COVID-19

Yeastar PBX System Is Helping the Medical Sector During COVID-19

Ever since the outbreak of COVID-19, healthcare organizations have been under unprecedented pressure to provide consistent medical service. The crisis is also stressing their communications infrastructures since timely, reliable, and secure communication has become even more critical for the medical sector. This also led the healthcare industry to adopt more flexible, reliable, and feature-packed communications solutions to adapt to uncertainty.

Yeastar PBX System comes with a strong presence in unified communications that empowers a mobilized workforce and elevates team collaboration while reducing overheads. During the pandemic, Yeastar’s solution has been adopted in several healthcare institutions to empower high-quality, in-time patient care service with operational efficiency.

How Yeastar’s solution benefits healthcare:

  • Stay connected by using desk phones, mobile phones, and desktops.
  • Enhance responsiveness with intelligent call handling and management.
  • Ensure continuity in the event of disasters or other emergencies.
  • Connect multiple healthcare locations as a unified system.
  • Record calls in either an always-on or on-demand manual mode.
  • Coordinate staff members both in-house and those working in the field.
  • Seamlessly integrated with ERP, OA, CRM, call center, and dispatching system.
  • Forge a collaborative team with UC capabilities, such as presence, instant messaging, etc.

Let’s have a look at how Yeastar’s solution helped the makeshift hospital in China and the national healthcare contact center in Tanzania better accommodate the surging patients and inquiries.

Yeastar facilitated the rapid deployment of its PBX System for the Public Health Center in Xi’an

To fight against the coronavirus pandemic, Xi’an, the capital of northwest China’s Shaanxi Province, has built an emergency hospital for COVID-19 patients in just 10 days. The emergency hospital has a floor space of 27,542 square meters and can house 500 beds, with a total of 666 staff from 15 hospitals stationed at the newly built public health facility.

In order to handle the potentially large number of patient inquiries during the pandemic, the following requirements for the public health center’s phone systems must be met:

  • Complete the deployment, testing, and delivery of the phone system within 3 days, and put it into operation as quickly as possible.
  • The health center has 9 medical districts. All wards, nurses’ stations, and pharmacies in the districts need to be unified under a communications system.
  • The system must be reliable to support at least 200 concurrent calls to ensure smooth communication between the health center and the outside.

Yeastar’s solution:

Upon learning the requirements, Yeastar has quickly designed and presented a solution to ensure rapid deployment. 2 Yeastar IP PBX were deployed, one being the primary server and the other secondary server. The analog extensions scattered in the wards, nurse stations, and pharmacies were connected to the IP PBX via Yeastar VoIP gateway.

  • Patient inquiries are greeted with customized prompts and directed to the right department in the shortest possible time.
    The incoming calls would be distributed to available queue members which helps the health center stay responsive and efficient.
  • With Linkus Softphone, the staff can make and receive calls and initiate conferences from their mobile phones even when they are away from the desk.
  • In case of any emergency, the staff can use their desk phones to launch broadcast and make announcements quickly.
  • For the districts with internet connections available, there is no need to add additional telephone lines and IP phones can be plug-and-play.
  • Yeastar IP PBX provides API to support third-party integration such as ERP, CRM, and call center, to realize a more seamless and streamlined communication.

Tanzania’s Ministry of Health upgraded to Yeastar PBX System to cope with inquiries

In response to the pandemic, the National COVID-19 Call Center, under a wing of Tanzania’s Ministry of Health, Community, Development, Gender, Elderly and Children, needed to upgrade its traditional phone system to stay agile and responsive, preparing for any uncertainty. Given that, the call center required the new phone systems to:

  • Be capable of supporting up to 500 concurrent calls
  • Be able to record conversations, and the CDR can hold up to 9.99 million records
  • Have a hot standby feature to ensure there is no downtime
  • Allow the agents to respond promptly and reduce the response times

Yeastar’s solution:

The Ministry of Health has opted for Yeastar PBX System and made the most of Linkus Softphone. Yeastar’s certified partner, Nordic Computers Ltd helped deploy 2 Yeastar IP PBX at the national call center, one being the primary server and the other secondary server, and all the agents are now using Linkus Desktop Client for Windows to handle patient inquiries. Upon the implementation, the contact center is able to

  • Ensure normal operation and timely answers to patient inquiries even in light of the peaking call volume.
  • Simply and efficiently document telephone conversations with patients, play, and download the recordings if necessary.
  • Grant its agents a list of advanced features to reduce time spent on call handling, enhance responsiveness, and streamline the workflow.
  • Realize 24/7 uptime and make sure that every patient calling in can get a live person to assist in the inquiries and requests.
  • Optimize both medical and IT operations with a unified communications solution while keeping the costs down.
  • Receive solid technical support from Yeastar’s local partner and Yeastar

To deliver high-quality, in-time patient care service along with operational efficiency is essential for healthcare institutions amid and after the coronavirus pandemic. Digital transformation is taking place in the medical sector and more hospitals and healthcare organizations are ready to make an upgrade to improve patient care.

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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.

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.

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.

Paging and Intercom

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

Set a time schedule to automatically start your broadcast.

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.

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

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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.

Trunks

Register multiple SIP trunks on a single PBX as needed.

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

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.

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.

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.

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.

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 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.

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.

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