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.

Beneficiary case sheet will appear on the screen 

Click on Health Advisory current Visit and fill up the details 

Select Current Chief complaint and then Symptoms screen will appear 

Based on the Symptoms it will show the Symptoms Result 

Click on Result and post which "Diseases" screen will appear

After clicking on Save Recommended action will be filled instantly based on the symptomatic assessment

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Closure Page

This is the page where the HAO chooses to close the call so kindly click on Closure and it will move to the closure Page and it also includes the following dropdowns such as

The following sections describe the categorization of calls and the subsequent options for handling them in the application.

1. Call Type

The Call Type determines the primary classification of the call. It is divided into the following categories:

• Valid: A call that meets all required criteria and is actionable.
• Transfer: A call that needs to be redirected to another officer or department for further resolution.
• Incomplete: A call that lacks sufficient information or was disconnected before completion.
• Wrap-up Exceeds: A call where the wrap-up process exceeded the designated time limit.

2. Call Sub-Type

The Call Sub-Type is chosen depending on the Call Type to categorize the nature of the interaction or its outcome:

a) Call Type: Valid

When the call is complete and purposeful, the following Sub-Types are selected:

• Counseling Call: For calls requiring emotional or psychological support.
  Example: A caller seeks help for stress or anxiety.
• Follow-up Call: For inquiries about ongoing cases or previous complaints.
  Example: Checking the progress of a submitted health query.
• Grievance Call: For complaints or dissatisfaction raised by the caller.
  Example: Reporting poor service at a health center.
• Health Advice Call: For seeking medical guidance or health-related queries.
  Example: Asking for advice on managing cold symptoms.
• Information Call: For general queries about services or procedures.
  Example: Inquiring about helpline operating hours.

b) Call Type: Incomplete

When the call does not result in meaningful communication, the following Sub-Types are selected:

• Disconnected Call: For calls that end abruptly due to technical issues.
  Example: A call drops due to network problems.
• Missed Call: For calls terminated by the caller before connecting to an agent.
  Example: A call that rings briefly and ends without interaction.
• Noise Disturbance Call: For calls disrupted by excessive noise or poor audio quality.
  Example: Communication is unclear due to static or background noise.
• Nuisance Call: For irrelevant, prank, or inappropriate calls.
  Example: A caller repeatedly dials for non-serious reasons.

3. Transfer Call

This option allows the redirection of calls to the appropriate personnel for specialized handling. Calls can be transferred to:

• HAO (Health Advisory Officer): For detailed health-related guidance.
• MO (Medical Officer): For clinical or medical consultations.
• CO (Counseling Officer): For professional counseling and psychological support.

Action Options

Upon categorization and handling of the call, the following actions can be performed:

• Submit and Continue: To save the current call details and proceed with the next task or call.
• Submit and Close: To save the call details and mark the process as complete.

Counselling officer Module in 104

After transferring the call to Counselling officer the following screen should appear

Take the Beneficiary Consent

After HAO transfer the call to Counselling officer the below mentioned screen will appear

Counselling Sheet Current Visit 

The counseling officer must fill in the following details in the "Current Visit" section of the counseling sheet, as per the provided screenshot:

History

Click on History to view the Beneficiary previous Visit details 

Upon clicking the History button, the system displays a comprehensive record of the beneficiary’s interactions across various service lines. This includes:

1. 104 History:
   Displays the beneficiary's call records, health queries, and advice received through the 104 Helpline service.

2. MCTS History:
   Shows details from the Mother and Child Tracking System (MCTS), including prenatal, postnatal, and immunization-related interactions.

3. TM History:
   Provides a record of interactions or consultations through Telemedicine (TM) services, including diagnoses and prescriptions.

4. 104-HIHL Case Sheet:
   Presents the beneficiary’s detailed case sheet maintained under the 104 Helpline Integrated Health Line (HIHL), covering health assessments, counseling sessions, and follow-ups.

This consolidated history allows for a holistic view of the beneficiary's engagement across different health services, ensuring better continuity of care and informed decision-making.

This clearly shows the health history of all the Beneficiaries and below is the screenshot

Detailed HIHL CO Case sheet

Upon clicking on detailed HIHL CO case sheet the following details has to be entered such as

• Chief complaint
• Impact on Patient Life which consist of 

         a)Biological functioning

         b)Occupational Functioning

         c) Social Functioning