Cellular coverage issues

Low coverage warning

Libris is setup only to warn you if cell coverage is not good enough to place a call when you press the button. In our experience, having the device warn you every time you lose coverage only annoys you, because cell coverage is not ubiquitous and you move in and out of cell coverage all the time.

Placing a call in low coverage

Libris is designed to do what it can to place a call in low coverage. If you press the button or fall, Libris will attempt to send voice and data to the monitoring center. If Libris can't send data, it will try to send voice. If Libris can't send voice, and you've pressed the call button, it will announce there is no coverage and wait for you to try again. If Libris can't send voice and you've fallen, Libris will continue to try to make a call until it is successful or until you cancel the call or place it on the charger.

Check cellular coverage

In the event Libris can't make a cellular connection (usually due to no cellular coverage) the monitoring center may not be able to view live location, live orientation of Libris, or the live sensor feed.

During a call, you can look on the Call Screen in the left-hand upper corner under the Event Summary section and it will show the current coverage data of the Libris/end user you are speaking with.

You may also visit the AT&T Coverage Viewer at http://www.att.com/maps/wireless-coverage.html to see if the patient has coverage. When using the coverage viewer, make sure to select 3G and then 2G as the Libris device type.

Checking 3rd party sights for coverage may help you determine if a user is in a good enough cellular coverage area to use Libris before shipping it to them. Our suggested method for checking coverage before sending a device out us using OpenSignal.com:

* A reminder that this is a new, 3rd party tool, contributed to and validated by users. Because it may not reflect a customer's experience at every point in their journey, the following includes a subjective analysis, which helps establish some customer buy-in and confidence as well. .

  1. Go to http://opensignal.com/
  2. Type in the customer's address.
  3. Unselect 4G in the filter view (Libris is 2G and 3G).
  4. Select AT&T in the filter view.

Note that major metro areas are generally covered; it is usually the suburban and remote areas that need a deeper analysis. Here is a pic of Seattle with the above filters; notice downtown is generally a strong signal area but out near the lake could be less.

5.If coverage is in question after using the tool, contact the customer and inquire if they have an AT&T device and what coverage is like. Ideally, the customer would know if they are running 3G or 4G; the type of phone can be an indicator as well.

Other websites you may want to consider checking include:

Libris cellular roaming

Libris does allow for roaming. However in a roaming state, you may encounter limited device capabilities while in this condition. Because we know there are limitations when roaming, we cannot guarantee full functionality when roaming on other networks. For example, you may get voice & not data coverage, or data and not voice and the network location abilities may not work.

Additionally, we have seen a few scenarios where a roaming Libris device will not reflect the correct Caller ID of the user because AT&T is not able to resolve it when coming across a different network. When the call reaches your agents in the Call Center, they may not see the correct caller ID associated with Libris. Currently there is not a way to resolve the Caller ID to the correct caller by AT&T if this occurs when Libris is roaming across a different network.

Network Band Switching Issues (Only applies to devices manufactured before June 2015)

If a Libris is primarily located where there is overlapping 2G and 3G service and poor coverage, it may begin to switch frequency bands between 2G and 3g regularly. This may cause the Libris to power off immediately even on a full charge.

If you encounter the following, it may be caused by band switching.

  • Libris is powered off or has no lights during use, when Libris should have enough battery life.
  • Libris powered on when placed in the Charger when the user thought Libris was already powered on.
  • Libris is rebooting often when in the charging Charger.
  • The cellular indicator is red.

As described during training, Numera recommends you don't place a cellular MPERS device with a user that does not have regular, good cellular coverage. To help reduce the already small risk that a band switching scenario will happen, we have begun shipping new devices as of June 2015 with 3G only capability. If you have further questions, please Contact Support.

Network Band Switching Issues

Many Libris devices shipped before May 2015 are 2G and 3G capable (newer units are 3G only). If such a Libris is primarily located where there is overlapping 2G and 3G service and poor coverage, it may begin to switch frequency bands between 2G and 3G regularly. This may cause the Libris to power off immediately even on a full charge.

If you encounter the following, it may be caused by band switching.

  • Libris is powered off or has no lights during use, when Libris should have enough battery life.
  • Libris powered on when placed in the Charger when the user thought Libris was already powered on.
  • Libris is rebooting often when in the charging Charger.
  • The cellular indicator is red.

Numera recommends you don't place a cellular MPERS device with a user that does not have regular, good cellular coverage. If you have further questions, please Contact Support.

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