After a competitive bidding process, UCSF chose a pager vendor - Spok (SPOK)
- to improve service and to eliminate pager "dead zones" - areas where pages were
not being received - affecting some Medical Center and Campus locations.
Q: Is Spok the only pager vendor option available?
A:
SPOK is the only pager vendor option available for Medical Center customers and
for Medical Center-supported clinical services.
SPOK is UCSF's preferred service provider for campus paging needs.
SPOK Medical Center IT Customer Support, ITS Customer Support and SPOK collaboratively
support SPOK paging services for Campus and Medical Center customers.
Campus departments may contract with other paging providers to meet specific business
needs (i.e., proprietary access to 800 numbers, different geographic sites). Support
services available through the preferred provider may not be available to those
contracting with other vendors.
Neither UCSF Medical Center IT Customer Support nor ITS Customer Support provide
support for customers using paging services other than those provided through SPOK.
Ordering a Spok Pager
Q: How do I request a new pager?
A:
Visit Online Customer Support at http://help.ucsf.edu
and click on "Order a Pager".
Q: How long will it take to receive my new pager?
A:
After your request has been approved and processed, it will typically take approximately
three business days for you to receive your new pager.
Q: Is the pager ready to use once it is received?
A:
Yes.
Q: How much do the new Spok pagers cost?
A:
Please refer to the Products and Services tab on the Pager Order web site.
Q: Is group paging available?
A:
Yes.
Q: Will nationwide paging service be available with Spok?
A:
Yes, all two-way pagers include nationwide coverage.
Q: What pagers are available to Medical Center staff and Medical Center-supported
clinical services staff?
A:
The current models available to Medical Center staff are:
Numeric: The Sun Telecom ST800 models receive only numbers, i.e., seven or ten digit call back phone number.
Alphanumeric: The T5 model receives text messages from e-mail, the web, or two-way pagers, plus call back phone numbers.
Two-Way: The T52 model receives text messages from e-mail, the web, or other two-way pagers, plus call back phone numbers. Users can also send text messages to other two-way pagers.
Q: What pagers are available to campus customers who are not affiliated with
the Clinical Enterprise?
A:
Campus customers are offered the same new pagers described above for the Medical
Center. Additionally, on an "as available basis", Campus customers will be offered
lower priced same or equivalent products as refurbished to manufacturer's specifications.
Orders requesting refurbished pagers will be automatically fulfilled with new equipment
at new equipment pricing if like refurbished pagers are unavailable.
SPOK Pager Features and Support
Q: What should I do if my pager is not working properly?
A:
1) Make sure your pager is turned on. Your pager can
only listen for pages while it's turned on, so it's better to leave it on all the
time.
2) Look at your pager's battery indicator. Most pagers
have an indicator that tells when the battery is weak and needs to be replaced.
Make sure that your battery is inserted properly.
3) Send yourself a test page to see if you receive it.
Your caller may simply have made a mistake in dialing.
4) Take a look around you to see if you're in an area
that's unlikely to receive the transmission. Since your pager works like a radio,
be sure that you aren't in a "hole" (such as the basement of a building) or surrounded
by metal (such as an elevator). Radio waves don't penetrate metal objects and may
not reflect into a basement or other areas shielded by the ground or mountains.
5) Verify that your pager service coverage plan includes the area you are in. You may also consult the "Troubleshooting" instructions in the User Guide for your pager at: https://www.spok.com/solutions/paging If you are still experiencing problems, check with the person in your department responsible for pagers, submit a problem ticket online at http://help.ucsf.edu or call Customer Support Services at 415-514-4100..
Q: What should I do if my pager is lost or stolen?
A:
Submit an online ticket at http://help.ucsf.edu
or call IT Customer Support at 415-514-4100.
Q: If my Spok pager needs to be replaced, will I be able to keep the
same pager number?
A:
Yes.
Q: What is the difference between one-way and two-way pagers?
A:
One-way pagers are only capable of receiving numeric messages. Two-way pagers are
able to receive text and numbers. Two-way pagers will queue messages if you are
in transit, so that messages are not lost. Two-way pagers contain a small keypad
so that users can type in and send messages out. Electronic senders will be able
to see whether you received the page.
Q: Can I text page someone or be text-paged via the Internet?
A:
Yes. Text messages can be sent one of three ways:
From e-mail, enter the ten digit pager number plus @archwireless.net
in the "To" field of your e-mail message (i.e., 4154431234@archwireless.net). In
the body of the email type the message you want to appear on the pager. Do not include
your email signature. Then click the send button.
From the web, , follow the instructions at the Spok
website at www.spok.com
and click "send a page".
From a two-way pager, you may text page another two-way
pager directly or text page a one-way pager by entering the person's e-mail address.
Q: Where can I find or view the User Guides for pagers?
Q: I am responsible for my department's pager bill. Am I able to view my billing
details online?
A:
If you are authorized to handle your department's billing, you may review your department's pager charges via WebLinks or login to the USA Mobility website at: http://www.spok.com/my_account/. (Prior registration required to access USA Mobility online account manager tool. Contact IT Customer Support Services to register.)
Two-Way Messaging Service
Q: What are the benefits of a two-way pager?
A:
One of many advantages of a two-way pager is that pages are held in the pager for
72 hours even when the user is in an area where they cannot receive pages immediately,
such as on underground mass transit, planes, or behind mountains. Two-way text pagers
also give the user the ability to respond immediately to a page using text typed
out on the pager keyboard.
Q: Can I receive text messages to my two- way pager from sources other than
another two-way pager?
A:
Every two-way device has its own email address (example: 4154431234@archwireless.net)
and can receive messages just as if you were sending or receiving information from
your personal email address.
Q: If my two-way unit is turned off or the battery is dead, will callers still
be able to send messages?
A:
All two-way devices work on a flex network that will continue to re-send your messages
to your device for up to 72 hours. Therefore, by turning on your device, replacing
the battery, or returning to your coverage area within 72 hours after the message
was sent, you will receive the message to your wireless device.
Q: What is the email address on my two-way wireless device?
A:
Your email address will be your pager number followed by @archwireless.net
(for example: 4154431234@archwireless.net)
Alphanumeric (One-Way) Messaging Service
Q: Do I have an email address for my alphanumeric device?
A:
Your email address will be your pager number followed by @archwireless.net
(for example: 4154431234@ archwireless.net)
Voice Mail Services
Q: What is Voice Mail and what packages do you offer?
A:
Voice Mail is a service that functions similar to voice mail on your phone or an
answering machine. Callers can dial your pager number and hear a short, recorded
greeting from you; they can then leave a voice message, which you will be able to
listen to by dialing your pager number and accessing your voice mail.
VoiceMail service includes:
60-second greeting limit
60-second message limit
72-hour message retention
20-message limit
Q: What is a Voice Prompt?
A:
Every Spok pager comes with a generic, no charge voice prompt when a caller
dials the pager number. This enables the pager holder to customize the voice prompt
with a message like "I am not on call now please page Dr. Seuss at XXX-XXX-XXXX".
There is no option to leave a voice message.
Q: How do I change my Voice Prompt Greeting?
A:
Below are instructions on changing your Voice Prompt greeting.
Dial your Mailbox/Pager #
During the greeting enter (0)
Enter your access code (the last four digits of your Cap Code, typically identified
on the back of your pager)
Use the commands below:
To Record a Personal Greeting:
Press 11 To record your personal greeting.
You will hear - "You may now change your greeting message."
Press 30 To begin recording. Be ready
with your message.
Press 1 To end recording.
Press 40 To listen to your greeting.
Press 10 To return to the main menu.
To Program Your Access Code:
Press 17 To change your access code.
You will hear - "You may now change your access code."
Press 3 Enter your new access code followed
by the # key.
Press 4 To verify your personal access
code.
Press 10 To return to the main menu.
To Play Your Voice Mail Messages:
Press 2 To delete the last message
played.
Press 3 To play from newest to oldest.
Press 4 To play from oldest to newest.
Press 5 To replay same message.
Press 6 To play all messages.
Press 7 To play time and date stamp.
Press 10 To return to the main menu.
For Numeric Retrieval:
Press 14 To access numeric retrieval.
Press 6 To play all messages.
IF YOU NEED HELP AT ANY TIME - JUST PRESS THE (*) KEY
