Appendix P. Figure 4. Five Required Components for Multi-channel Contact Center Development (Text Description)

At the top of this diagram, the heading is DHMIC Current Telecommunications Network with Proposed Enhancements. The diagram represents proposed enhancements to the current telecommunications network configuration of the Denver Health Medical Information Centers (DHMIC). It illustrates three telephone lines into the center (Telecom Provider Number 1, Local Network, Telecom Provider Number 2, Long Distance Network, and Telecom Provider Number 3, Long Distance Network) terminate at the demarcation point (DMARC) before entering the two telephone switches (Nortel Option 11 Telephone Switch and Avaya R300 remote shelf). The telephone switches are then connected to various voice handling equipment to provide the functionality of voice mail (Avaya Intuity AUDIX Voicemail System and Telecorp Call Reporting Package), call monitoring (Avaya CentreVu CMS Call Reporting Package), call accounting (Microcall ), and call recording (Dictaphone Freedom and Prolog Recording System).

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 voice, E-mail, Web chat, fax or other contact methods.
3. Healthcare Provider (HCP) Desktop for multiple channels (remote agent workstation).
4. Remote Agent HCP Desktop for multi-channels.
5. Robust Real-time Multi-Channel reporting system with contact data and a workstation.

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