104 Helpline

104 Helpline in AMRIT

The AMRIT 104 Helpline plays a vital role in improving healthcare accessibility and offering timely guidance for various health concerns. Whether you need health advice, information on medical facilities, or help with grievances, the 104 Helpline serves as a reliable point of contact. By utilizing this service, you can take proactive steps toward maintaining your health and addressing any concerns related to healthcare services.

C-Zentrix Overview

C-Zentrix is a strategic development partner that collaborates with Piramal Swasthya to provide advanced call center solutions for the 104 helpline service. Through its innovative technologies, C-Zentrix enables smooth communication workflows that enhance operational efficiency and service quality in call centers.

The main tool used for this integration is the C-Zentrix App, which is designed to facilitate seamless agent login and management on the 104 call center platform. By leveraging this application and its softphone capabilities, call center agents are able to efficiently handle incoming queries and ensure prompt support for users.

C-Zentrix App Features

The C-Zentrix App provides a user-friendly interface for call center agents, enabling them to log into the 104 application and manage their interactions effectively. Here are the key functionalities of the app:

Agent ID and Extension Number Integration:
The app allows agents to log in using their Agent ID and assigned extension number. This ensures that each agent is correctly identified and routed to the appropriate call queues.
Simple Login Process:
Once the agent enters their credentials (Agent ID and extension number), they simply need to click on the Login button to access the 104 call center system.
Softphone Capabilities:
In addition to login, the app supports softphone functionality, enabling agents to make and receive calls directly through the app without the need for physical telephony hardware.

SIP setting for X-lite should be configured before login
Health Advisory officer, Medical officer and Counselling officer should login into the X-lite soft phone
Cross check that Agent/CO is logged into the C-Centrix as well

Open C-Zentrix and also Login to Softphone

After login to Softphone Click on SIP Account settings

Double click on IP address

Enter all the details under the Accounts section and click on Apply and OK

RO/HAO Login

Health Advisory officer

The Health Advisory Officer is an integral part of the AMRIT 104 Helpline, offering expert health guidance and support to individuals seeking advice on a range of medical and health-related issues. These officers are trained professionals dedicated to ensuring that users receive accurate, up-to-date, and reliable health information tailored to their needs.

Login to 104 Application

After Login to 104 Application 104 Dashboard screen will appear on the screen

Login to C-zentrix and also to the soft phone and in the softphone enter the extension number available for the particular agent

and also enter the password

Caller Identification:
The application checks if the caller is already registered in the system by identifying the phone/mobile number.
Registered Caller:
If the caller's number matches a previously registered one, the application automatically displays the registration history.
New Caller:
If the caller's number is not registered, the RO/HAO (Registration Officer/Health Administration Officer) proceeds with the fresh registration of the beneficiary.

Enter the details of Beneficiary

Note:- There is an Emergency section and after clicking on Emergency the Fields will be minimised

and below is the screenshot for the reference

After unticking Emergency all the fields for Registration will show on the screen

Enter the address of Beneficiary and tap on Generate ID

Confirmation Message:
Upon successful registration, the application displays a confirmation message to the user, ensuring they are informed of the successful process.
SMS Notification (Optional):
The registration ID and relevant beneficiary details are sent to the beneficiary’s mobile number via SMS, providing them with a record of their registration for future reference.

After the Beneficiary ID is generated, a pop-up appears with the prompt, "Do you want to proceed to HAO?" The user can either click Proceed to HAO to navigate to the Case Sheet screen or click Closure to close the current screen.