on the basis of telephone-computer integration using ministations

Construction concept for Neos Call Centre and ambulance service on the basis of telephone-computer integration using ministations

The concept allows to use transmission network for incoming/ outgoing call management as well as for sending call information to various computer applications.

Neos Call Centre and ambulance service includes hardware and software parts, presented in the form of the following components:

— SIS4000 telephone exchange produced by SIS GmbH

— Software (SW) designed by SIS GmbH specialists providing automatic call processing and complete automation of ambulance service work.

Advantages of constructing Neos Call Centre and ambulance service with ministation:

Improved quality of communication

Indication of incoming call number on digital telephone display (besides computer display)

Possibility to distribute all incoming calls among several operators according to «less busy» criterion;

Call readdressing (for example, to chief doctor)

«Smart» call routing to substation dispatcher (depending on the caller address)

organization of point-to-point communication with patient care institutions, police station, fire station with the possibility of call readdressing

creation of unified dispatcher service

Telephone server is the main element of computer-telephone integration. It provides computer-telephone connection. From one side the server is connected to telephone exchange system, from the other side it’s connected to LAN. Every LAN subscriber has access to server resources and services.

Main functions realized on server:

Visual indication of number and name of the calling party on computer screen

Incoming and outgoing call registration in computer data base

Call readdressing possibility according to different terms

Information transmission (filled in call form) from one dispatcher to another (chief doctor) when transferring the call

possibility of getting information on dispatcher or a group of interconnection links current status

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