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V8 NPI Training for Services & Support EMG-EUPS-1064 Rev B April 9, 2008.

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Presentation on theme: "V8 NPI Training for Services & Support EMG-EUPS-1064 Rev B April 9, 2008."— Presentation transcript:

1 V8 NPI Training for Services & Support EMG-EUPS-1064 Rev B April 9, 2008

2 Housekeeping Put your phones on mute Follow along with your hardcopy of the presentation Hold questions until slide prompting for questions appears The presentation is being recorded Recorded presentation page will be posted in EU Quiz will be e-mailed to you Send the quiz to Liz Levine via e-mail no later than close of business on Tuesday, 3/31 This is a required course & quiz must be turned in for credit

3 Agenda Requirements to run V8 V8 and your laptop V8 auth codes Auth Code Terminology V8 New features Upgrade paths to V8 Certified integrations Cautionary upgrades Maintenance agreements Support’s upgrade process Supported software versions

4 Questions

5 Requirements to Run Version 8 All servers must run the following O/S Windows 2003 Server SP1, SP2 Windows 2003 R2 SP1, SP2 V8 will not install on XP or Windows 2000 2 GB memory required if SQL installed on an Emergin server 1 GB memory for systems using Access or SQL on separate server MSXML V6 (run time library) must be installed

6 Requirements to Run Version 8 - SQL Separate thread to the database for reporting Must have enough SQL CALs (Client Access Licenses) to support the additional database thread now used for reporting Customers who purchased SQL license by processor will not have a problem Customers who purchased SQL license by seats could potentially have a problem

7 Running V8 on a Laptop Solution: Employees required to run V8 on their laptop will receive a “Internal Only” software package M/S Virtual Server will be used to run V8 on laptops Supports a fully operational demo Supports external connectivity (IP & Serial) NFR authcode required Resellers will not receive the internal software package

8 Restrictions in Using Internal Software Package Restricted to non-clinical use Cannot be used to make or modify customer databases that are subsequently put onto a Windows 2003 Server machine Internal software package requires an auth code from Product Management Employees must acknowledge these restrictions with their signature Breach of these restrictions is an integrity violation

9 How to Get V8 & Virtual Server on your Laptop Request the Virtual Server Software from the Intranet Request an NFR auth code

10 Questions

11 New Auth Codes & Enforcement New auth code required for anyone to run V8 Only Logistics & Marketing can create auth codes New Auth Code Request Form created to support auth code requests Sales Logix being updated to replace Auth Code Request Form “Trial” & “Demo” as auth codes no longer available

12 Types of auth codes ResaleCustomers purchasing our software DemoFor customer demonstration event purposes only. Demo auth code allows EIS service to run for 16 hours and then stop. Only allows a restart after 8 hours. Will stop working after 30 days. TrialTrial auth code allows EIS service to run continuously for 45 days after install. Not meant for customer tests, validation or lab use. Not for Resale (NFR) Employees, Partners and Resellers

13 Who Can Request an Auth Code? ResaleSAs and Support personnel can request auth codes for customers Demo Trial NFR Any employee can request these auth codes.

14 Processing an auth code request for a new customer SA completes Auth Code Request form when SOW is written Form e-mailed to Logistics generates auth code Auth code & decode pasted back into form Form e-mailed back to requestor Form included in the project folder Sales Logix updated with new auth code

15 Processing an auth code request for an existing customer adding functionality SA completes Auth Code Request form when SOW is written Auth code request identifies full functionality required – not just the add-ons Form e-mailed to Logistics generates auth code Auth code & decode pasted back into form Form e-mailed back to requestor Form included in the project folder Sales Logix updated with new auth code

16 Processing an auth code request from Support for an upgrade Support completes Auth Code Request form Form e-mailed to Logistics generates auth code Auth code & decode pasted back into form Form e-mailed back to requestor Sales Logix updated with new auth code

17 Processing a NFR, Trial or Demo auth code request Employee completes Auth Code Request form Form e-mailed to Forward the request to Product Management Product Management generates the auth code Auth code & decode pasted back into form Form e-mailed back to requestor Product Management tracks these auth codes

18 “Corrections” for Resale Auth Codes Auth code produced does not match the auth code request Logistics Error PM goes back to Logistics to get a new auth code Auth code produced does not meet customer expectations Customer wants more than then the auth code allows Sales opportunity Likely to impact customer’s cost New Auth Code Request must be initiated by SA FSEs can use their NFR auth code to troubleshoot only Employee auth codes can not be left installed at customer locations

19 Auth Codes for Classroom-Based Clinical Training SA or PM requests a trial auth code Clinical Specialists update EIS with trial auth code Customers auth code must be re-installed after training Clinical specialists will be trained to do this

20 Questions

21 Review Terminology & System Types Adapters Gateways Standard ESBs Enterprise ESBs

22 Adapters Input AdaptersOutput AdaptersAdministrative Adapters Connect systems that generate events to the EIS Connect EIS to communications systems Facilitates data import Patient monitoring Nurse call IV pumps Fire Security Life safety HVAC E-mail File transfers Wireless comm. systems Wide area comm. systems Fax E-mail Machine-to-machine communications Staff directory Patient directory Location services

23 Gateway – What is Included EIS Software Server hardware & operating system 1 Orchestrator client with Administrative privileges One input adapter capable of supporting up to 8 inputs of a single type and vendor Communication output adapter providing output for: LED signs SMTP Pagers 1 wireless phone carrier Note: Can add additional wireless phone carriers, but this an additional cost item

24 Philips Gateways sold by Emergin Team Includes the PMG backup license (SW-EMBKU-00) in the base price. The failover server hardware is not included. This must be added to the order and picklist. The customer is charged for the second server

25 Gateways – Additional Items Included Peripherals such as serial->LAN converter (incidentals) First year maintenance & support Project Management Provisioning when hardware purchased from us Installation & Implementation Onsite System Overview Training by FSE

26 Gateway – What is NOT Included Backup license for a redundant failover PMG (except for Philips) Orchestrator licenses Required for GE Healthcare deployments – additional $ Go-live support services On site pre-installation survey/walk through Workflow analysis Clinical training

27 Gateway Systems Gateways have a SINGLE INPUT ADAPTER

28 ComponentStandard ESBEnterprise-Class ESB Server HardwareMedium-low levelEnterprise-class Total Adapters (input, output & administrative) Up to 8Up to 16 Concurrent Orchestrator clients Up to 15Up to 50 Web MessengerUp to 60Up to 200 Whiteboard Only clients16 reasonable50 reasonable (100 max) ESBs Single server running Emergin Integration software Cannot run EIS Service on more than 1 server SQL required & purchased by customer SQL DBA services provided by customer

29 Questions

30 Auth Code Defaults GatewayStandard ESBEnterprise ESB User Profiles 500010,00020,000 Concurrent Connections 1050100 User Modules Messenger only Messenger & Web Messenger Adapters Alarm Messenger Alarm Messenger Options RS-232 TCP/IP RS-232 TCP/IP RS-232 TCP/IP Alarm Messenger Instances 1(no default) 8 MAX (no default) 16 MAX Alarm messenger Protocols All enabled

31 Concurrent Connections Simultaneous connections by: Emergin Orchestrator Clients + WhiteBoard Only Clients + Messenger clients + 1 Web Messenger + Adapters (Alarm Messenger, Socket, EPS) Gateways = 10 Standard ESB: 50 Enterprise ESB: 100

32 Auth Code Defaults GatewayStandard ESBEnterprise ESB Output Protocols DTMF, FFTP, SNPP, SMTP, TAP, TNPP, WCTP, DEP Options Manual Paging Enable PM & NC Emulators Admissions Whiteboard Assignments Command Center Max # of Orchestrator Clients 5 1550 Reporting 20 60200 Toolkit License Enabled

33 Auth Code Request: Required Fields System Type Gateway, Standard ESB, Enterprise ESB Authcode Type NFR, Trial, Demo, Resale Whiteboard Only Clients Number sold Input Adapters Command Messenger File Messenger E-Mail Messenger Alarm Messenger Options OPC Transport Protocol Alarm Messenger Instances for ESB Systems Alarm Messenger Ports

34 Auth Code Request: Required Fields Output Protocols CAT, CIPS, ESPA, KMTP, NEMA, OAI, OAP, SMPP, Vocera, ASCP, HL-7 Location Based Service None, Airespace, Inner Wireless, PanGo, Radianse, Versus, Emergin Only 1 allowed unless approved by Marketing Telephony Ports 0-96 Allow Failover Server Enabled/Disable

35 Decoding the Auth Code License TypeAll healthcare systems = hybrid UsersGateways = 5000, Standard ESB = 10,000, Enterprise ESB = 20,000 Concurrent Connections Gateways = 10, Standard ESBs = 50, Enterprise ESBs = 100 ModeType of authcode (Resale, NFR, Trial or Demo) Serial NoUnique serial number created by auth code tool.

36 Decoding the Auth Code Modules & Adapters Modules Gateways get Messenger & any WBO clients they ordered Standard & Enterprise ESBs get Messenger, Web Messenger & any WBO clients they ordered. Adapters All systems get Alarm Messenger Command Messenger, E-Mail Messenger, File Messenger must be ordered. AM TransportAlarm Messenger Options – Transport (RS-232 & TCP/IP always on) OPC must be ordered

37 Decoding the Auth Code AM ProtocolsAlarm Messenger Protocols – all options always enabled AM PortsThe # of inputs to Alarm Messenger - supplied by requestor AM InstancesGateways always = 1, Supplied by requestor for ESBs Output Protocols DTMF, FFTP, SNPP, SMTP, TAP, TNPP, WCTP & DEP enabled for all systems. Other protocols should be specifically requested Telephone PortsSupplied by requestor (Range is 0-96) Location Based Tracking Supplied by requestor, if required

38 Decoding the Auth Code Failover ServerRequestor indicates if required Manual PagingEnable for all systems SimulatorsPM/NC Emulators – Enable for all systems AdmissionsEnabled for all systems WhiteboardEnabled for all systems AssignmentsEnabled for all systems Command Center Enabled for all systems

39 Decoding the Auth Code Whiteboard Connections Whiteboard only connections (supplied by the requestor) Orchestrator Clients Gateway – 5, Standard ESB = 15, Enterprise ESB = 50 Report LicensesGateway – 20, Standard ESB = 60, Enterprise ESB = 200 Toolkit Licenses: SOAP Enable for all systems

40 Questions

41 V8 Features & Benefits

42 Performance Improvements Improved user response time under load Improvements in system throughput Optimized database queries resulting in better and more consistent response time Separate path to database for reporting

43 Scalability Improvements # of connected TCP/IP adapters 16 Alarm Messengers plus 4 other adapters (input, output or administrative) # of Emergin Orchestrator client connections 5 Gateway 15 Standard ESB 50 Enterprise ESB # of output system connections As many as purchased or included in base system EIS can support:

44 Warning: Close Active Displays Keep these windows closed (not minimized): Orchestrator Server Activity window Alarm Messenger Activity window Alarm Messenger Input Monitor Active displays cause performance degradation Enterprise ESBs - No more than 25 active displays open

45 New Supervisory Alert Server Load Supervisory Alert Monitors EIS server’s performance Specifically, monitors the dispatcher Notifies customer when performance degrades Customer defines notification threshold Root cause of performance degradation could be: Added more units in Emergin database Server needs more processing power Server needs more memory

46 Recommended Settings: Server Load Supervisor Alert If getting alert too often, do not change the percentage, change the time Default Setting90% of server request blocked for 2 minutes Recommended Setting 10% of server request blocker for 30 seconds

47 Queue Threshold Alert in Alarm Messenger Monitors Alarm Messenger queues Notifies when processing degrades Input Queue contains all data sent to Alarm Messenger for processing Submission Queue contains all processed data that alarm messenger sends to EIS for dispatch

48 Queue Threshold Alert in Alarm Messenger Configured from Alarm Messenger Setup dialog box Press the Configuration button on the Input tab

49 Queue Threshold Alert: 2 Monitoring Modes Standard Monitoring Monitors input queues Monitoring data before and regardless of filtering or matching Can predict delays before they occur Submission Monitoring Only counts the messages that are actually submitted to EIS Lets user know only when a problem occurs May be preferred by customers that only want to be alerted when there is a problem Enabled = Submission Monitoring Disabled = Standard Monitoring

50 Configuring the Queue Threshold Alert Queue threshold identifies the average time limit that alerts should wait before being picked up by EIS Monitor interval identifies the frequency at which the queue will be examined Delay between notifications identifies how often the supervisory alert will go out Recommend only delay between notifications be changed during implementation

51 Monitoring Output Queues Create a supervisory alert of type: Queued Messages

52 Configuring Queued Messages Alert Select the output carrier Select the queue size to alert on Select how to notify the recipient Select how often to notify the recipient(s) Identify the recipient(s) Define the message

53 Questions

54 Web Messenger is back! Problem: Renamed Web Messenger to Web Orchestrator in V7 Customers assumed Web Orchestrator was a thin-client version of Orchestrator Solution: Rename Web Orchestrator back to Web Messenger

55 White Board Only Client

56 White Board – Time Savings Features Instant visibility to staff assignments for any bed or care unit(s) Send messages directly from the white board to assigned staff Ancillary departments such as lab, radiology and pharmacy can quickly determine assigned staff White board automatically refreshes periodically Replaces the grease board – save time in updating information Multiple sources can update the same white board Admit, discharge or transfer a patient from the white board Execute a Find command from the white board Assignments need to be performed in Emergin

57 White Board Application – Usability Features Re-order the columns Select which columns to display Sort by column Set the whiteboard refresh rate (not a global setting) Change the column names identifying escalation levels Will optionally display a grid on the whiteboard

58 White Board Application -- Limitations Fixed set of displayable columns Can’t change icons or display graphics Can’t display job roles as icons or in color Keyboard & mouse required for scrolling Refresh period needs to be longer as you increase the number of clients Consider a minimum refresh rate of 20 seconds Refresh rate is local to the machine – not a global setting

59 Security Settings & Whiteboard User must have View Assignments Whiteboard security setting enabled User’s security level affects their ability to send message to staff member seen on the whiteboard User’s zone membership affects their ability to see bed in the whiteboard To set refresh rate, user must have rights to Add/Delete & Modify beds Refresh rate is associate with machine

60 Selling the Whiteboard Only Application Price$500 each No volume discount Part #SW-EMWBC-01 Reasonable (not maximums) # of WBO applications Gateways: 8 Standard ESB: 16 Enterprise ESB: 50 (100 max) Licensing AuthCode controls the total number of Whiteboard Only Clients # of WBO clients is factored into concurrent connections

61 Benefits of the White Board Only Application Less expensive than Orchestrator client Always connected to EIS Puts less of a burden on EIS than Orchestrator

62 Questions

63 Command Center

64 Basic Command Center Functionality View the properties of an alert: Date/Time, Sensitivity, Category, Vendor, Alarm Status, Match Status View the vendor sending the alert View the zone membership associated with a location View the staff assigned to an alert View the message associated with the alert View any waveforms associated with the alert Page the staff member associated with an alert Process an alert when no staff member is assigned Cancel an alert Command Center operator must have security permissions to view Command Center Assignments need to be performed in Emergin

65 Command Center Icons Send Alarm Cancel Alarm Zone Membership View Active & Intercepted Alarms View Active Alarms View Intercepted Alarms

66 New: Command Center Zones & Filtering Problem: Command Center view didn’t offer any filtering. All alerts from all beds regardless of zone and sensitivity were shown Solution: Two zones types: Assignment & Command Center Zones Assignment Zonesfilter who the logged in user can see in the assignments window Command Center Zones filter what beds the logged in user can see in Command Center

67 Steps to Configure Command Center Zones 1.Define Command Center zones 2.Associate beds with Command Center zones 3.Associate Command Center with zones Command Center operator does not need to be associated with a Command Center zone

68 Define Command Center Zone

69 Associate Bed to Command Center Zone

70 Command Center Before Zones Set

71 Setting the Command Center Zones

72 Command Center After Zones Set

73 New: Shortened Operator Timeout Value The operator timeout is like a safety net If the command center operator does not process the alert before the timeout expires: The alert will be sent to the recipient or The alert will be canceled Action based on user configuration Operator timeout has been shorted Range is 5 seconds to 30 minutes

74 New: Call Button Removed

75 Command Center -- Limitations Can’t send a free-form message in the message box Cost - $4,000 to $5,000 (depending on volume)

76 Questions

77 Defining Beds - The Problem Customer may not purchase an ADT integration at initial implementation FSE defines bed names which may not match ADT bed names If ADT integration is added later, new beds could be added, which do not match FSE-defined beds Patients can be admitted to these new beds with no staff assigned to them

78 Defining Beds – The Rules The definition of the bed name is critical 3 components to the bed name: Master NamePoint of Care^Room^Bed Display NameGlobal setting – whatever the customer wants Bed AliasAnother name used to identify the bed Required when the input system refers to the bed differently than ADT Recommendation: Setup the master name to match the ADT vendor’s bed name even if the customer is not currently integrating their ADT System with Emergin

79 Matching Bed Names ADT system will only look at Master name If the ADT does not find the bed in Master Name, it will add a new bed When processing an alert for dispatch, EIS will look at Master name first and then Alias to find a match with an alert

80 Bed Label Default Display Defaults to Display Name in Bed Definition

81 Configurable Bed label Display in Orchestrator User selects how the bed name appears in Staff Assignments Setting applies to all beds in the entire bed display tree Persistent on a single workstation, not across multiple workstations Settings are not associated with the logged in user User must have permission to Add/Modify/Delete Beds to access this setting

82 Setting the Bed Label Display

83 Beds after Bed Display Label Set

84 Benefit of the Configurable Bed Display Label SAVES CAREGIVER TIME Nurses can view bed names familiar to them Saves visual recognition time Units can select their own viewing preference

85 Questions

86 Improvements in Application Connections Problem: Application & user logins were coupled The only way to have an application automatically login was to globally enable remember passwords on client logins This impacted security User no longer had to login

87 Improvements in Application Connections Solution: Enable security Enable remember password FSE creates all gateways and logs them into EIS checking the remember password checkbox FSE disables remember password setting Users now have to login and type in their password, gateways automatically login

88 Registry Backup Batch File EmerginRegistry Backup.bat Installed with V8 Installed in Emergin Integration Suite\Other folder Recommend using batch file instead of Config Tool to backup registry settings

89 Spectralink Two new handsets: 8020 8030 The new navigational mechanism Up/down & left/right keys work to scroll through messages Soft key buttons above the new nav button still will work OAI V2.1 released Customers using 8020 or 8030 or OAI V2.1 require V8.0 New version of OAI Test Tool supporting new handsets

90 CIPS Message Manager & Philips - Support for Large Images for Cisco 7921G phones Problem: Philips image data as displayed on Cisco 7921G phones is too small Solution: CIPS Message manager will pass through untouched any Philips high resolution image Only applicable to the 7921 phone In a mixed environment (7920/7921), disable image display capability for 7920 phones. Requires Philips upgrade to K+

91 Low Priority Messages Masking High Priority Messages Solution: Clinical Training must teach users to: Problem: Nearly all wireless devices place the most recent message on the screen A high priority PM alarm occurring before a low or normal priority alarm could be overwritten Most phones have one or more indicators that identify that the user has unread messages (a)identify that there are unread messages on their phone (b)retrieve & read unread messages

92 Spectralink Phones PTB410 E340 A mail icon is activated when a new voice or text message is received. It appears to the right of the Signal Strength icon i640 8000 Series

93 Vocera Badges Green light, blinking fast indicates you have an unplayed voice or text messages Message reminder plays a tone every 15 minutes until you read or listen to a new text or voice mail message Screen display

94 Cisco Phones No visual/audible indicators on the phones indicating you have unread messages User must go to the Message Manager to see unread messages Recommended Practice: CIPS Message Manager should be configured without hard exits User is directed to message Manager screen when exit is pressed

95 Questions

96 Maintenance Agreements & Upgrades to V8 Current maintenance agreement: Customer responsible for cost of hardware and O/S Customer responsible for labor to upgrade Customer’s maintenance agreement expired: Customer not entitled to the upgrade Pricing for upgrade still pending Cannot upgrade these customers at this time

97 2 Options for Upgrading a Customer Customer upgrade themselves with Support assistance available FSE upgrades the customer – implemented as a project Customer pays for FSE travel and labor

98 Customer Support’s Pre-Upgrade Analysis Verify customer has a valid maintenance agreement Perform survey of customer’s hardware & software Verify customer has correct O/S to run V8 Verify customer has enough SQL licenses to run V8 Verify customers integrations are V8 certified Review any additional risk factors Go or no-go decision on upgrade Upgrade as a project or customer performs upgrade Upgrades to be performed as a project are submitted to SA with a quote on the cost for services (labor & travel)

99 Customer Waiting for Upgrades Customers waiting for upgrade are identified in Support Logix Support will contact all customers waiting for an upgrade

100 Existing Customers Purchasing New Functionality SA performs risk analysis Same analysis as performed by Support Risk analysis becomes part of project folder Do not assume customer will be automatically upgrade to V8

101 Upgrade Paths to Version 8 Version 4Version 5 -> V7.02 ->V8 Version 5Version 7.02 -> V8 Version 6V6.05 -> V8 Version 6.05Version 8 Version 7Version 8

102 Integrations Not Yet Certified for V8.0 Philips Hill-Rom nurse call using 1-way SOAP GE Telligence nurse call system Draeger patient monitoring system Ascom FreeNet wireless phone system

103 How to Discover if an Integration is Certified Sales Interoperability List Identifies integrations that are: General Availability Controlled Available in Master Documentation Index (MDI) on Marketing page of Emergin intranet Vendor Certification Matrix Identifies integrations that require partner certification Identifies certification status Available on Engineering page of Emergin intranet

104 Cautionary Upgrades Upgrades from V5.0 through V6.01 involving Emergin staff assignments. Staff assignment must be manually re-entered. Upgrades involving integrations not yet certified in V8 Upgrading to V8 to solve problem with 7921 and large images from Philips PM requires upgrade to Philips which is not yet available

105 Software Versions Supported Support 2 revisions back from the current release V6.05 through V8.0 are the only supported versions All earlier versions become obsolete with V8 release

106 Hands-On Practice for Support & FSEs Support Team members will perform a set of upgrades to “certify” their ability to perform remote upgrades FSEs will come to Boca to perform a set of upgrades to “certify” their ability to perform on-site upgrades

107 Questions

108 Summary Requirements to run V8 V8 and your laptop V8 auth codes Auth Code Terminology V8 New features Upgrade paths to V8 Certified integrations Cautionary upgrades Maintenance agreements Support’s upgrade process Supported software versions

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