114 UZEM

114 UZEM (Presidency of Refik Saydam Hygiene Center – National Poison Solidarity Center)

 

Information service for the public and health personnel on intoxication and poisoning via telephone line no. 114 is rendered.

 

Calls to 114 across Turkey are forwarded to UZEM Call Center withing UZEM in Ankara by Turk Telecom.

 

In the system, calls and applications received are responded, evaluated, analyzed and recorded in computerized medium by Operators via special UZEM software and Call Center application developed by Armakom.

 

 

Calls to 114 and 0800 324 79 00, which are forwarded to Ankara by Turk Telecom, go to UZEM Call Center through PRI line. Thanks to 114 UZEM Call Center Software integrated to call center, these received calls are responded and classified in computerized medium by specialist doctors and recorded in SQL database. The call center and its software functions in full integration.

 

The system is comprised of two main Modules.

 

 

 

 

• The whole process from receipt of call by the exchange to finalization of the case is recorded and controlled.
• All calls are responded and managed on computer by exchange integration.
• Statistical data can be produced for prospective planning purposes.
• The Call Center Software operates with Micro-Medex Medicine Database Software, which is currently being used by the administration in case analysis.   

 

 

 

 

• Address Control from Phone Number: By the address database to be provided by the Turk Telecom, the address of the calling fixed number (where the phone number is displayed) is displayed on on the monitor when the call is received.
• Phone Number Control from Current Database: Operators are warned when if a call was received in the past from the calling person or phone number.
• Message and Voice Response System; when the calls received for the same reasons require the same answers, the caller is forwarded to voice response system, freeing Operators from giving the same answers for the same questions and saving their time.
• Black List; In the event of “unfounded calls”, the disturbing number put to black list for a period predetermined by the Administrator and their calls are rejected by the Exchange within this period.
• Voice Records: All voice records of all phone calls are stored with their Application Number so as to enable easy access and examination in the event of a conflict. Voice record of the application could easily be attached to the file when forwarding received application to the administrator.