NHS Direct installs VoIP

NHS Direct has announced the installation of a new VoIP system for patient calls. The organisation hopes the technology will help it to meet targets set out by the Department of Health.

NHS Direct receives six million calls annually from patients, who can discuss medical problems with a doctor or nurse without requiring a face-to-face consultation. The organisation operates a 24 hour service.

The VoIP system connects NHS Direct’s 22 existing call centres. Around 2,000 VoIP handsets have been deployed.

The system uses network switches from Nortel and Nortel’s Automated Call Distribution technology to allow calls to be handled more effectively and efficiently. When one call centre is working at capacity, calls are automatically re-routed to the next available centre with lines free.

Five technical hubs have been equipped with Nortel Communication Servers and the Nortel Contact Center platform. These hubs run fifteen smaller sites.

The system will be further enhanced with computer/telephony integration linking caller ID information to NHS Direct’s database of patients. Operators will then be able to view patient’s details when they take a call.

There are also plans to link the NHS Direct website with call centres, allowing patients using the website to speak to an NHS Direct operator.