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PRODUCT
BRIEF
Avaya and SDC Solutions
Enterprise Directory Access for Healthcare Organizations
How can hospitals and other healthcare organizations best
handle their large volume of daily calls?
A Platinum-level member in the Avaya DeveloperConnection
program, SDC Solutions, Inc. helps healthcare organizations
streamline their communications by creating a central
directory that is easily accessed and updated. SDC’s
Total Call Handling Solution includes four powerful
applications that access the SDC Comprehensive Database:
IntelliSPEECH Intelligent Virtual Agent, IntelliDESK
PC‑based Console, WebSERVICES Web-based Directory and
IPSERVICES IP-based Directory.
By providing multiple access methods to an enterprise
directory as well as critical information about a business
community, the Total Call Handling Solution helps
organizations boost productivity, decrease abandoned
calls, increase customer service and satisfaction, and
reduce costs. The solution allows operators, staff and
physicians to communicate quickly and efficiently by
providing tools that automatically update patient directory
information (via HL7 standard protocol), define and launch
emergency procedures, and schedule and contact staff on
call. Additional features include paging and customized
physician messaging templates.
The solution works with Avaya Communication Manager. The next
generation of Avaya call processing software, Communication
Manager is an open, scalable, and highly reliable telephony
solution. The software provides centralized call control for a
resilient, distributed network of media gateways and a wide range
of analog, digital and IP‑based communication devices.
IntelliSPEECH
IntelliSPEECH is a speech recognition auto attendant that
offers speech-enabled access to the SDC Comprehensive
Database. IntelliSPEECH delivers contact information for
an entire business community as well as general company
information and the Personal Assistant for employee use.
Features include:
• Voice activated dialing
• Multiple end-points: extension, cell, home, pager
(multiple end-points are user-definable)
• Access to on-call scheduling and paging
• Status change/update with expiration date
• Reassign pager with expiration date
• Set a temporary “Reachable At” end-point
• Set the order of end-points
• Assign “Class of Service” to determine multiple endpoint subscribers
• Read and respond to email messages
• Set Do-Not-Disturb (DND)
IntelliDESK
IntelliDESK is a PC-based console that provides access to the
SDC Comprehensive Database. IntelliDESK delivers multisearch directory lookup and efficient call handling from the
operator station. Using the programmable keyboard, operators
access IntelliDESK’s feature-rich functionality with a single
keystroke. IntelliDESK marries attendant console functionality
with standard phone features and call center call management.
Standard IntelliDESK features include pocket and/or
overhead paging, employee status/location changes, and
tracking and processing emergency procedures. IntelliDESK
also includes a standard programmable keyboard
that employs all access to telephony features and PC
functionality. IntelliDESK healthcare features include:
• Messaging via page, fax and email
• Text messages to cell phone, PDA and/or wireless device
• Access to on-call schedules
• Physicians’ answering service
• Emergency procedure processing
• Real-time patient updates (HL7)
WebSERVICES
Main IntelliDESK Directory Screen
WebSERVICES provides web-based access to the SDC
Comprehensive Database. Using a standard web browser,
users can access comprehensive directory information,
launch e-mails and pages, and view and update on-call
schedules. Features include:
avaya.com
• Directory access from any web-enabled computer
or messaging device
• Change employee status
• Web access to database administration
• Page and/or send event or emergency notification
to presubscribed IP addresses
• Web access to on-call scheduling and administration
• Search, select and page on-call physicians
• Employee status updates with expiration date
• Paging and email integration
• Lightweight Directory Access Protocol (LDAP) Client
System Requirements
All applications are installed on off-the-shelf PCs.
• IntelliSPEECH requires Analog or T1 for connectivity
• The IntelliDESK interface requires the TAPI service
provider and a Digital or IP phone (ACD is recommended,
but not required for total functionality)
• WebSERVICES has no special requirements
• IPSERVICES has no special requirements
ABOUT DEVCONNECT
The DeveloperConnection Program (DevConnect) is a WebSERVICES On Call Schedule
IPSERVICES
IPSERVICES provides access to the SDC Comprehensive
Database from an organization’s IP display phones. Users can:
• Conduct a directory search by name or department
• Launch a call directly from the search result
comprehensive set of innovative sales, support, marketing
and services programs through which Avaya works with
members to develop and promote their products and solutions that interoperate with Avaya solutions.
For more information, visit DevConnect at
www.devconnectprogram.com
About SDC Solutions, Inc.
SDC Solutions is a leading provider of mission critical communications solutions. Through a robust suite of products, including
IntelliDESK PC-Based Console, IntelliSPEECH Intelligent Virtual Agent, WebSERVICES Web-based directory, IPSERVICES IP‑based
Directory, and Emergency Notification, SDC integrates industry standard technologies to provide easy access to centralized directory
knowledge. SDC products can be used together as part of a Total Call Handling Solution, or individually based on a customer’s needs.
Ultimately, SDC helps customers streamline communications in order to boost productivity, improve customer service and reduce costs.
SDC products are installed in some of the most prestigious healthcare, higher education, hospitality, government institutions and
FORTUNE 1000 companies in the United States. SDC-installed products currently handle over 12 million calls a day. In addition, SDC
was a pioneer in computer telephony integration applications for intelligent consoles and has provided applications that enable the visually-impaired to perform the duties of the main answering operator. SDC Solutions was founded in 1984 as System Development Company
of New Hampshire and is headquartered in Manchester, New Hampshire with field offices located across the United States.
For more information, visit www.sdcsolutions.com.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace
advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya
solutions for IP Telephony, Unified Communications, Contact Centers and Communications Enabled Business Processes. Avaya
Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya
Web site: www.avaya.com.
For more information on how Avaya Intelligent Communications can take your enterprise from where it is to where it needs
to be, contact your Avaya Client Executive or Authorized Avaya BusinessPartner, or access other collateral by clicking on
Resource Type under “Do Your Research” at www.avaya.com.
© 2007 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered
in certain jurisdictions. All trademarks identified by ®, TM or SM are registered
marks, trademarks, and service marks, respectively, of Avaya Inc., with the
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All other trademarks are the property of their respective owners.
07/07 • IND3044DEV-01