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Health Emergency Assistance Line and Triage Hub (HEALTH) Model

Public Health Emergency Preparedness

This resource was part of AHRQ's Public Health Emergency Preparedness program, which was discontinued on June 30, 2011, in a realignment of Federal efforts.

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Appendix G. Current and Proposed Systems

Denver Health Medical Information Centers (DHMIC) Current Systems Network

Chart depicting the DHMIC Current Telecommunications Network. Go to Text Description [D] for details.

[D] This diagram represents the current telecommunications network configuration of the Denver Health Medical Information Centers (Rocky Mountain Poison and Drug Center [RMPDC] and Denver Health Nurse Line) at the time of this report. It outlines from where the telephone lines into the center terminate at the demarcation point (DMARC) before entering the two telephone switches (Nortel® and Avaya®). The telephone switches are then connected to various voice handling equipment to provide the functionality of voicemail (Avaya Intuity AUDIX®), call monitoring (Avaya CentreVu CMS®, Telecorp), call accounting (Microcall®), and call recording (Dictaphone Freedom® and Prolog).

Proposed Health Emergency Assistance Line & Triage Hub (HEALTH) Systems Network

Chart depicting the DHMIC Current Telecommunications Network with Proposed Enhancements. Go to Text Description [D] for details.

[D] This diagram represents proposed enhancements to the current telecommunications network configuration of the Denver Health Medical Information Centers (DHMIC). It outlines from where the telephone lines into the center terminate at the demarcation point (DMARC) before entering the two telephone switches (Nortel® and Avaya®). The telephone switches are then connected to various voice handling equipment to provide the functionality of voicemail (Avaya Intuity AUDIX®), call monitoring (Avaya CentreVu CMS®, Telecorp), call accounting (Microcall®), and call recording (Dictaphone Freedom® and Prolog).

The five proposed enhancements include:

  1. Interactive Voice Response to be added prior to the DMARC to provide menu driven options to callers.
  2. Multi-Channel Routing for various contact methods.
  3. Healthcare Provider (HCP) Desktop for multiple channels.
  4. Remote Agent HCP Desktop for multiple channels.
  5. Multi-Channel reporting system.

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