Improved caller response for NHS IT Help Desk

NHS Trust's improve the efficiency of its IT Help Desk through the installation of an Interalia XMU+ and Frontline telecommunication system.

Sold through the BT ICT Solution Partners Programme, Interalia's telecommunications systems are providing seamless working with BT's FeatureNet network service.

Prior to the installation of the BT FeatureNet solution, the Trust's IT Help Desk was having difficulty coping with the hundreds of calls being received each day.

Calls were not being logged, frequently misdirected and callers were unable to leave messages.

Realising that the system needed to be upgraded so that enquiries could be handled in a call centre environment, County Durham and Darlington Priority Services NHS Trust decided to move to a network-based call centre system using the BT FeatureNet solution.

With BT FeatureNet working in conjunction with Interalia's XMU+ and Frontline systems, the IT Help Desk has a seamless call processing and messaging system with unprecedented reliability.

Now, callers dial a single number for the IT Help Desk, which is answered by Interalia's XMU+.

They are then given a menu of options so that their call can be directed to the most appropriate person to answer their query.

In addition, the Trust has elected to use Interalia's Message Manager, which enables fast and simple recording, editing and management of the announcements.

If the line is engaged, the caller has the option of being transferred to voicemail, provided by Interalia's Frontline.

The BT FeatureNet/Interalia solution has provided the IT Help Desk with an efficient solution that now enables staff to cope with the high level of calls.

The Interalia XMU+ has been supplied with 8 ports.

A stand-alone unit, it fills the gap between the simple passive announcer and voice-mail or IVR systems.

Able to deliver call processing, Audiotext and music/messaging-on-hold, the XMU+ is compatible with all major telephone systems and is easy to install and operate.

The FrontLine Web's voicemail system is able to accommodate up to 1000 mailboxes and has a variety of message notification methods which each mailbox owner can hear, erase and forward from any DTMF phone.

Users can change the password and the mailbox greeting, or activate the remote Notification and Do Not Disturb Function.

Commenting, Peter Nixon a specialist at BT IVMS Hosted Voice team said: "We recommended Interalia's Frontline and XMU+ systems as they provide total reliability and manageability and are equipped with a rich range of features".

County Durham and Darlington Priority Services NHS Trust provides a range of services and facilities to half a million people with mental health problems or learning disabilities in an area covering more than 900 square miles.

The Trusts headquarters at Earls House, Durham, manages a range of services for children, adults and older people at a variety of locations throughout County Durham and Darlington.

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