EMC Call center solution – Call and Dispatch Center

Call and Dispatch Center

Componentes of the EMC CALL center

Call recording system

Call recording system in charge of recording all calls made in the call center in electronic format. The system must record all calls in real time and store them in a non-centralized location. The system must provide search of calls by performed interventions and ensure that recorded calls are listened to through a single interface for reviewing medical reports. The system must be able to search and listen to the call both by the number or the name of the caller or by the name of the agent who received the call.

 Dispatch Center Server Software

Emergency Call Component;

Reception of urgent calls should be done through the telecommunication subsystem which should establish the connection of telephone lines with the system. This subsystem should accept and process all calls to the emergency service and enable:

·       Automatic call reception and queuing;

·       Automatic search of the name, surname and address of the subscriber, according to the telephone number of the caller at the time of receipt of the call;

·       Automatic location of the caller by area code at the address level;

·       Automatic recording and archiving of all calls;

·       Call distribution according to the algorithm of the least loaded operator at the place for receiving calls.

Dispatch Center Agent Software

Emergency Call Processing and Triage Component;

The emergency call subsystem should enable the reception and triage of calls by medical staff. This system should enable the triage of all incoming calls in the most efficient way and shorten the triage time, while increasing its reliability. The system should be equipped with tools for rapid determination of emergencies and be equipped with a medical index of emergencies. This subsystem should have insight into all previous calls of the patient from a certain telephone number (call history), and at the same time all previous registered medical conditions that were recorded in the patient who made the call from that number. It is necessary that the system has the ability to receive and process a call with the necessary information to ship the vehicle in 3 seconds. The system should be equipped with modules to reduce data entry errors. The user interface must be in Serbian. The minimum number of required operator seats is 4.

Vehicle Dispatcher Software

Vehicle Dispatch Component;

This component should be intended for the dispatcher’s workplace. In order for the dispatcher’s work to be carried out quickly and efficiently, it is necessary to ensure that all relevant information for the dispatcher’s work is available and clear, and that the process of sending calls is simple, fast and efficient. The time required to refer the vehicle to the patient’s call should not be longer than 3 seconds. This component is intended for receiving processed urgent calls from the component for processing and triage of urgent calls and their further processing. Vehicle dispatch should be based on information collected from the vehicle tracking subsystem. The user interface must be in Serbian. The required number of dispatching places is 1.

 Dispatch Center Chief Software

Dispatch Center Monitoring and Management Component;

This component should enable the supervision of the work of the dispatch center and is intended for the chief (organizer) of the shift, i.e. the responsible person at the level of the shift. It should contain all information about the operation of the dispatch center, such as the status of current calls, calls waiting for reception as well as calls waiting for the vehicle. This component should be equipped with a module for rapid changes in the current state of resources, vehicles, personnel, etc., as well as a module for processing and triage of urgent calls that did not come by telephone but through other communication channels. The user interface must be in Serbian. The required number of mayors (organizers) is

Shift planning and reporting software in the dispatch center

Planning and reporting component;

This component should enable planning, management and reporting. In the field of planning, it should enable an overview of the performance of the organization and the identification of “bottlenecks” as well as the establishment of corrective measures of the organization.

This component should enable shift planning, i.e. vehicles and personnel. By merging teams, vehicles and the terms of their availability, shifts are obtained that are operationally active during the work of the service, i.e. 24 hours a day, 365 days a year. Shifts should be planned in advance on a monthly or weekly basis, and changes during shifts are made through the component for monitoring and management of the dispatch center and are performed by the shift manager or other person responsible for the shift, and this information should be an integral part of the database. events. The reporting component is intended for management and should show all relevant operational and medical reports, which can show the workload of all departments in the organization, the number of calls, people engaged, field trips, public appearances and other information relevant to the organization.

Medical Report Entry Software

Medical Report Entry and Search Component;

The system component should allow medical technicians to enter medical reports into the system after interventions have been performed. The entry of the report should complete the subject of a particular patient call in its entirety. The system needs to support component access and report entry over a secure VPN connection from remote locations. It is also necessary to enable the case search function that will locate the event and all relevant information about it in a fast and efficient way. The search should be filtered by: call reception time, call duration, call record, time of triage, vehicle dispatch time, intervention time, as well as a medical report from the field with all its specific information.