Installation Toolkit changing healthcare, changing lives California Telehealth Network 2001 P Street, Suite 100 Sacramento, CA 95811 (916) 341 3371 phone (916) 341 3378 fax 1
THE CALIFORNIA TELEHEALTH NETWORK WELCOMES YOU! Welcome to the California Telehealth Network (CTN)! You are now part of one of the largest broadband telehealth networks in the country. CTN is here to provide you with an affordable, medical grade broadband connection. This toolkit contains all the information necessary to make your installation quick and efficient and to make the most of your new high speed broadband connection. changing healthcare, changing lives high speed broadband for your business needs Please take a moment to look through the information included in the packet: Detailed description of installation steps Installation flow diagram Progress checklist Variety of tools and templates We strongly suggest that you provide this Membership Toolkit to your administrative, clinical and technical staff. ABOUT THE CALIFORNIA TELEHEALTH NETWORK CTN began as a collaborative between many Telehealth stakeholders around the State. These stakeholders remain our partners, providing funding, access to providers, access to program development assistance and access to a variety of educational and other services.. 1
MEMBERSHIP TOOLKIT REFERENCE GUIDE To complete the install, you will be working with the following: CTN staff AT&T staff Local Exchange Carrier (LEC) staff Your site s staff The following items are available in this toolkit to guide you through your high speed broadband installation process: 1. Installation Instructions - pages 3-4 2. Color-coded Installation Flow Diagram - page 5 3. Installation Checklist - page 6 4. Installation Document Center - pages 7-10 FAQs Letter for reception Signage for the Minimum Point of Entry (MPOE)/Telephone Closet Press Release template Inside Wiring Requirements & Instruction If you require technical assistance at any time, please call our toll free number: (855) 385-5082 2
INSTALLATION INSTRUCTIONS The process described below is a step by step progression, involving CTN, AT&T, the Local Exchange Carrier and your own site s staff. To assist you, this kit contains a color-coded installation flow diagram, a checklist so you can keep track of where you are in the installation process and additional resources. INSTALLATION INSTRUCTIONS 1. Upon receipt of your signed membership agreement, CTN staff submitted the following on your behalf: a) Request for funding from the Universal Service Administrative Company (USAC) for the network speed you ordered b) A circuit order to AT&T 2. After circuit order submission, a technician from the Local Exchange Carrier (LEC) will arrive at your facility to check the Minimum Point of Entry (MPOE). The MPOE is a room or closet with a telephone panel where phone service enters your building. The technician will ensure adequate facilities are available to deliver the ordered data circuit. It is very important to let your staff know that an unscheduled site visit could occur. Please give necessary instructions to your staff in order to allow the technician to access your MPOE. LEC technicians will have proper identification when requesting access. Refer to page 8 of this toolkit for front office staff instructions and signage. 3. The LEC technician will install the CTN data circuit and a phone line. These two steps will not occur simultaneously. In cases of higher speed circuit installation, a LEC pre-survey may be required. The data circuit provides your broadband and the phone line allows remote management of the new router. 4. If you plan to locate the CTN router at your MPOE, other than installing telephone jacks, no additional wiring concerns exist as your router will be next to the CTN circuits. If you plan to locate the CTN router in a location other than your MPOE, you will need to extend inside wiring (both data circuit and phone line) from your MPOE to your planned router location. Refer to page10 of this toolkit for inside wiring requirements. 5. When the necessary inside wiring has been completed or extended to the appropriate location, notify CTN at (855) 385-5082. 6. AT&T will schedule a site survey. This may happen while inside wiring is in process. The site survey will consist of the following: a) Confirm that the circuit and phone line has been installed. b) Ensure your sites inside wiring is extended to the router location. c) Confirm that space and environmental requirements at the router location are complete. 3
INSTALLATION INSTRUCTIONS 7. Within two weeks of the completion of the site survey (step six), AT&T will schedule a router installation, test and turn-up. The router will be shipped directly to your site. Do not open the router box upon acceptance of delivery. The router box should be opened by the AT&T technician only. Please have your technical representative available at the time of installation, test and turn up of the router and circuit. Your new high speed circuit is ready to go! 8. After installation of the router you will receive an e-mail from CTN with your IP addresses. Please pass this information on to your IT staff. If you have not received this e-mail within five business days after installation, notify CTN at (855) 385-5082. 9. Your technical staff can connect any existing equipment for use on the CTN. CTN is available to schedule video testing anytime. To schedule testing, please call (855) 385-5082. 10. Congratulations! Your installation is now complete. 4
INSTALLATION PROCESS FLOW DIAGRAM Your site submits signed agreement to CTN CTN sends Membership Toolkit Guide CTN process agreement CTN requests funding Inform staff Label phone closet Prepare MPOE and complete inside wiring CTN submits order to AT&T Funding approved Notify CTN that wiring is complete AT&T Local Exchange Carrier (LEC) visits site Color Key: AT&T schedules Site Survey LEC installs CTN circuit & phone line AT&T Task NO CTN Task Site (You) Task AT&T visits AT&T orders router/schedules Installation Room Ready?/Inside Wiring Complete YES Router arrives at site Your installation process is complete! please proceed to using the CTN! AT&T installs and turns up router Your site installs IP address Your site hooks up equipment 5
INSTALLATION CHECKLIST Use this checklist to track your progress and to document the completion of each step. TASK COMPLETION DATE Inform your staff about installation process AT&T processes your order you will receive a copy via e-mail Label MPOE/telephone closet at your site (refer to page 8 for signage) Local carrier visits site Local carrier installs circuit and phone line (may not occur at the same time) Extend your inside wiring (if needed) Inform CTN that inside wiring is complete AT&T schedules site survey AT&T conducts site survey, confirms site readiness AT&T orders CTN router and schedules installation CTN router arrives at your site AT&T installs and turns up router Your site installs IP addresses Your site installs equipment (Call CTN at (855) 385-5082 to schedule video test)! 6
INSTALLATION DOCUMENT CENTER The following items are available in the Document Center: FAQs Reception Area Signage Signage for the Minimum Point of Entry (MPOE) / Telephone Closet Inside Wiring Requirements & Instruction Press Release Template frequently asked questions 1. Who can I call for technical assistance? Contact CTN at (855) 385-5082 2. When will my site be turned up? The process takes about 90 days to complete once the order is placed with AT&T. Through that process, you will be visited by the LEC to do a survey and install the circuit in the MPOE. You will then be visited by the AT&T Managed Router Technician to do a survey and prepare for installation. They will return once your inside wiring is complete and complete the install. 3. It seems to take a long time from the time I sign the agreement to install. Why is that? The process we have deployed in supporting the turn-up of each site is very complex and involves many different tasks. The coordination of these tasks, including filing all paperwork with USAC, takes about 90 days if all goes well. While it is a lengthy process, it is necessary for reimbursement and assuring that each site gets the quality, medical grade network they are requesting. 4. What speeds of service can I get? You can get 1.5mg, 6 mg, 10mg, 45 mg, or 100mg if required. 5. Can I use the CTN network for c o n n e c t i n g t o t h e i n t e r n e t? The CTN circuit can be connected to the internet, but used only to support healthcare activities (such as administration/business functions, healthcare information, etc.). It cannot be used for gaming, connecting to or downloading non-healthcare related materials (music, videos, etc.), shopping and other questionable sites (adult sites, etc.). Traffic on the CTN circuit will be monitored for inappropriate and questionable activities. 6. I m a model community site and I have telemedicine equipment showing up shortly. Who will put it together and install it? CTN provides the circuit and can provide training through the California Telemedicine and ehealth Center, www.cteconline.org. The equipment you receive is provided through other grants. In some cases those grants provide for the help of installation, in others it is the sites responsibility. Please check with your coordinator to see what help is available. In cases where help is not provided, CTN will attempt to coordinate and/ or provide assistance. 7
INSTALLATION DOCUMENT CENTER - SIGNAGE SIGNAGE Reception Area Instructions for Front Office Staff In the next few weeks, a broadband technician from the local telephone company and/or AT&T will be visiting our site to inspect the telephone closet. Please be aware, they may arrive without an appointment. When they arrive, if the clinic administrator or IT support staff are not available, please direct them to the phone closet, which has been labeled. (Please be sure to check the credentials of the person before allowing access to the phone closet.) Cut Here SIGNAGE Telephone Closet (MPOE) PLEASE POST THIS NOTICE MPOE/Telephone Closet This closet contains the Minimum Point of Entry (MPOE) for the CTN Broadband Circuit 8
INSTALLATION DOCUMENT CENTER - WIRING REQUIREMENTS Your site is responsible for preparing the wiring, electrical and room for the installation of the CTN equipment. This equipment consists of a router and a modem. Please provide a copy of this page to your IT support staff. Power and Wiring Requirements Three 110/125 VAC receptacles for the new equipment that will be installed within five (5) feet of the location of the CTN equipment. A plug strip will not be acceptable. If the CTN equipment is to be installed in a location other than the MPOE, the customer is responsible to extend the inside wiring and network services to the equipment. The specific inside wire requirements will depend on the type of service you have: For speeds 1.5M (2 Pair) and 6M (8PR), AT&T will require copper twisted pairs for the data circuit and 1 pair for the phone line. For 10M delivered on copper, AT&T will require 12 copper twisted pairs plus one pair for the phone line. For 10M and 45M delivered on fiber optics, the inside extension will be two coax cables for the data and one copper pair for the phone line. Important: When your site has completed the necessary wiring and room preparation, contact CTN at (855) 385-5082. Heating and Cooling Sufficient heating/cooling is required to maintain a suitable temperature. Hazardous Chemicals The MPOE/telephone closet must be free from hazardous chemicals and materials such as cleaning chemicals and hazardous waste. Safe Work Environment The MPOE/telephone closet should be free of clutter, allowing technicians access to the work area. If the room doubles as a storage area, any items that interfere with access to the work area or that present a safety hazard due to spillage/falling must be appropriately relocated. Local Area Network It is up to individual site(s) to integrate the CTN connection into their network in a way that best suits their needs. 9
INSTALLATION DOCUMENT CENTER - PRESS RELEASE TEMPLATE You are encouraged to customize the template below according to your site s needs. Insert Site Logo/Letterhead (Insert Site Name) announced today a major improvement in providing access to health care in (Insert Community Name). The California Telehealth Network (CTN), completed installation of high speed broadband network services that will enable (Insert Community Name) access to medical specialists, preventative health care and other health care services via telemedicine. Telemedicine allows patients to see providers of care remotely using videoconferencing technologies. INSERT YOUR COMMUNITY INFORMATION The CTN project intends to leverage and build upon California's historic and recent investments in telehealth by continually supporting rural health clinics that are providing vital services to individuals and families in need. We are pleased to be able to offer our patients and local clinical staff access to remote health care services through the CTN. This is a significant step in improving health care and the health of our community, stated (name). The CTN is a statewide broadband network dedicated to health care with the goal of significantly increasing access to acute, primary and preventive health care in rural and medically underserved areas of California. 10