Telecare Monitoring and Response Centres

Overview

The Answerlink system is a fully comprehensive monitoring system, for the management of telecare, lone workers, telehealth and m-Care services and utilises the latest technology to help you to deliver the best possible service.

Answerlink is tried, tested and proven to be fully compatible with ALL of the telecare alarm equipment in use throughout the UK.
 

Answerlink provides a user friendly, powerful, yet flexible reporting solution allowing managers to report on any aspect of the service, no IT expertise required.

The system allows searching of all client record data fields, which then allows a series of filters to be applied to build up intelligent queries. When the reports have been configured, they can be scheduled for automatic generation and delivery.  This powerful feature allows users to report on any aspect of their client’s database and these bespoke reports can then be saved for future use.

A suite of standard pre-defined reports are provided, which include those required for the TSA Code Of Practice KPIs, helping managers to measure the centre’s daily performance or identify areas that may require further attention.  All reports can be exported into a variety of formats e.g. Excel, MSWord, XML, PDF, CSV, Web archive and html.

Mini Document Management System

All written communication to and from the client, the service user and their contacts can be attached to the Service User Record, providing a simple but effective mini document management system. This can be used for both electronic documents and paper documents, which can be scanned in and attached to the Service User Record. This feature supports the Government’s requirement for an ESCR (Electronic Social Care Record), where all required information is available from a single system.

Email Integration

In order to work in the most effective and efficient way, emails can be sent directly to the client and their contacts from the Service User Record and then recorded directly into the service user’s Correspondence Tab.  This reduces the risk of error, logs all communication effectively and speeds up the correspondence process.

Flexible and Secure Access

The Answerlink system can be used by a wide variety of personnel, with carefully managed and secure User Profiles, for example Senior Management, Health and Social Services. This secure access offers improved partnership working opportunities.

Call Conferencing

Call conferencing involves the ability to set up a 3-way conversation.  This feature is extremely useful for support services such as Language Line or NHS 24.

Mail Merge facility with MS Word

Answerlink has the functionality for mail shots to be sent out to pre-selected groups of service users via email or hard copy, saving many hours of administration time.  This activity is automatically recorded in the service user’s Correspondence Tab, providing a full history of communication with the service user.

Integrated Incident Logging Module

The Incident Logging Module utilises pre-defined electronic forms for the recording and reporting of a wide variety of incidents, for example bogus callers, Environmental Health issues or Out of Hours repairs.  These forms can then be emailed directly to the relevant department.

Archived Service User, Viewing and Reporting Facility

If a service user leaves the service, their record is then archived into the Archive Module. The full service user record is then available for viewing in the case of any future queries and reporting purposes.  For example, it is possible to find out how many service users have left the service in the past 12 months and why.

Voice Recorder Integration

This feature allows authorised personnel to access voice recordings for all calls directly from the system’s Calls History.  This makes it very easy for managers to access voice recordings when required, for example incident investigations, staff training or performance assessments.

Service User Mapping for Responders, with Directions

Whilst viewing a service user, Answerlink allows a google map to be displayed showing the location of the service user.  It is then possible to obtain directions for the responder using the standard mapping features.

Door Entry Video Support

Answerlink has the ability to view live CCTV images from door entry systems equipped with an IP camera interface. This allows easy verification of a visitor’s identity before allowing access and can act as a deterrent to bogus callers.

Text Messaging Manager

The system provides the facility for sending and receiving SMS text messages to/from any service user (or their contact’s) mobile phone and are automatically added to the service user’s Correspondence Tab.   Text messaging is the preferred method of communication for some service users and may be the only method of communication suitable in some cases, for example if the service user has hearing difficulties.

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Technical Information

Technical Overview 

Answerlink is a state of the art Assisted Living Telecare/Telehealth monitoring platform developed using the latest technologies to exploit fully the emerging digital telecoms infrastructure (next generation telecom networks) and the new range of mobile phones incorporating GPS location finder etc. Our solution fully facilitates the monitoring of the latest generation of Telecare and Telehealth equipment, as well as older legacy Community Alarm and Social Alarm systems

 

The Answerlink platform consist of XML web-services SOA (service-oriented architecture) built upon Microsoft IIS 7, Windows server 2008 R2 and Microsoft SQL server 2008.  This solution utilises a business intelligence framework built on Microsoft reporting services. The Jontek solution comprises n-tier architecture which is composed of four key roles for the main system:-

  • Database engine  [ Microsoft SQL Server 2012]
  • Reporting services [Microsoft SQL Server 2012]
  • Web services/Application server [Microsoft IIS server 7 – ASP.NET 3.0 ]
  • Jontek Telephony Server [Jontek bespoke application]

 

Web services/Application server

 The Web services/Application server is used by the Jontek desktop client application to service all data manipulation requests.  This server role is also used to host the Jontek API which allows third party systems to interchange data with the Jontek solution via the use of XML Web services. The Jontek desktop client application has been built around a stateless, disconnected SOA paradigm to facilitate operational robustness in large WAN and VLAN deployments. 

Jontek Telephony Server

The Telephony Server can also auto answer low priority/routine calls such as low battery alerts etc. 

The Jontek Telephony Server supports analogue and ISDN30.  The server can also handle voice calls, m-care calls, SMS, alerts from tele-health systems, alerts from GPS devices and the next generation of IP based Telecare alarms.     

The Jontek Telephony Server uses industry standard Dialogic telephony cards to process the real-time needs of Telecare and community alarm protocols.

 

Database engine 

The Jontek solution uses Microsoft SQL Server to securely persist and process all data, including documents and live message recordings from lone workers.   

Real-time merge replication is used to synchronise data between SQL Server instances for business continuity, disaster recovery, multi-site distributed operation and business intelligence. 

The Jontek solution supports up to 5 operational databases that can perform data read and data insert simultaneously across distributed WAN or VLAN. 

In addition this solution supports a further four read only instance for the purposes of business intelligence.

 

Reporting services

The Jontek solution provides a business intelligence framework built on Microsoft reporting services.  This reporting infrastructure allows the system to provide:-

•             Extensive set of pre-defined reports. 

•             Bespoke reporting via the searching/filtering engine that is provided in the Jontek client application.  This mechanism allows the build-up intelligent queries on data fields held in the system, this powerful feature allows the operator  to report on any aspect of their service user’s database and these “bespoke Reports” can then be saved for future use. All reports can be exported into a variety of formats including Excel, MSWord, XML, PDF, CVS, Web archive and html. 

•             Scheduled reports module that allows reports which are required on a regular basis to be scheduled for automatic generation and delivery via SMTP mail.

 

Virtualisation Support

All system roles other than the Telephony Servers are fully supported under virtualisation using either Microsoft Hyper-V, VMWare or  Citrix XenServer.  

The Jontek Telephony Server uses industry standard Dialogic telephony cards to process the real-time needs of Telecare and community alarm protocols.  Dialogic hardware cannot be hosted by a virtual machine.

 

Jontek Client application deployment option

  • The application can be packed and deployed using SCCM
  • Installed via Xcopy
  • Deployed via webserver using Zero-touch or ClickOnce deployment
  • The application is also fully supported for desktop virtualising using either:-
  • Citrix presentation server,
  • Terminal services or
  • App-V technology       

 

British and European standards  

The Answerlink system complies with the relevant requirements established for alarm receiving centre in the standards EN 50134-5, EN 50134-1, EN 50136-1-1, EN 50136-2-1 and CLC/TS 50136-4. In particular:-

BS8521  , Telecare Protocol developed specifically for Next Generation Networks

EN 50134-5  (Note No specific requirement for Alarm Receiving Centres)

EN 50134-1:2002 Section 4, 4.2, 4.3, 4.5, 4.7, 4.8, 4.9  and section 6

EN 50136-1-1:1998 +A2:2008  Section  5.1, 6, 6.1 and 6.4.1

EN 50136-2-1:1998 sections  5.14 , 5.14.1, 5.14.2, 5.15, 6.6.3.1 and 6.6.3.2 

CLC/TS 50136-4. All sections