Medical video collaboration via call center for remote guidance

July 14th, 2015

Medical video collaboration via call center for remote guidance

Epiphan partnered with a leading medical equipment company to create a video collaboration call center for remote guidance telemedicine for pacemaker programming stations. Epiphan’s subsidiary, Mediphan integrated Mediphan and Epiphan products and technology to create an end-to-end medical workflow between the medical equipment at remote clinic and the expert Medical call center.

Epiphan streaming medical display to expert call center

When the technician at the programming clinic’ contacts the remote pacemaker programming expert center, Epiphan software at the call center presents the expert agent with live video streaming from the programming device’s display located at the remote clinic.

To achieve this, Mediphan DistanceDoc™ technology is integrated with the medical equipment’s video output and has a SIP (Session Initiation Protocol) client running with a wireless telephone headset. When the attending technician places to call with the pacemaker vendor’s expert call center, the call center software at the medical equipment expert call center detects the incoming calling number and launches Epiphan software which connects the video output from the pacemaker programmer to the viewing window on the call center expert’s computer screen.

Two-way voice connection and collaborative video sharing of the programmer’s video output enables the expert to remotely guide the technician through programming of the pacemaker for the patient. In the case of this particular call center, the pacemaker’s medical expert call center is running a Cisco call center phone system. Epiphan integrated with the phone system call center workflow to capture the incoming calling line identification in order to establish a video sharing collaboration session with the remote clinic attending to a pacemaker patient. The architecture of this solution is such that Epiphan’s channel partners can now integrate other medical device displays and/or phone systems with their medical client’s remote guidance telemedicine workflow.