Solution
As this would be a brand new application,
Hospital Authority would like to test-run
the system before a full scale launch covering
the whole territory. A pilot Interactive Voice
Response (IVR) system was put up for bidding
in September 2005 requiring stringent system
functionalities, industry standard compliant
and extensible technology to be delivered
and launched in less than 8 week's time for
clinics in Hong Kong Island. Among bids of
many international and local IVR solutions,
HanPhone IVR system was selected to supply
100 telephone and fax lines for the pilot
project covering the clinics in Hong Kong
Island. The pilot system was awarded in October,
completed in time for the launch by year end.
It allows callers using Hong Kong ID card
number to reserve time slots announced by
the system 24 hours in advance and confirmation
can be made to the callers' fax number.
In fact, the system is the first service
ever offered by Hospital Authority to allow
patients make reservation by themselves,
a job usually handled by a clinic staff
 patient.
The service has been proven to be most popular
among patients, thus expediting the Hospital
Authority's decision of extending the booking
system to cover also the Kowloon clinics.
The complete territory wide service was
deployed in November 2006 comprising of
492 telephone lines serving 62 outpatient
clinics. The automatic telephone booking
system is now one of the largest IVR systems
in Hong Kong.
Technology wise, HanPhone IVR uses ASP
program to connect to the MS-SQL booking
record database with the call flow logic
programmed in HTML and XML. Fax server function
is also integrated into the system for fax
confirmation of scheduled booking.
HanPhone IVR is an award winning, innovative
web-based voice application platform for
the design and creation of Interactive Voice
Response (IVR) system. Its unique web-based
development environment makes creation and
maintenance of IVR system as easy as developing
a website and allows telephone users accessing
real-time information from the web. Furthermore,
the web-based management interface allows
users to control the IVR system easily anywhere
from an Internet connected PC. And best
of all, common webpage editing tools can
be used to edit the procedure and content
of the IVR system so as to fit the organization's
specific purposes.
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