One flow for appointments, inbound calls, and the outpatient queue.
Hospital connects the front desk to the phone system: appointments arrive from WhatsApp, webchat, or a call, the IVR answers what it can, the queue stays honest across counters, and the emergency line never queues behind registration.
- 1Service number for every polyclinic, or one per line if the hospital prefers
- 4Channels that create an appointment: call, WhatsApp, webchat, walk-in
- 24/7IVR answers and books outside operating hours
- 100%Inbound calls recorded with call detail records kept per extension
An appointment that starts in the conversation, not in a callback.
Every appointment carries a type (new, follow-up, reschedule), a source (call, WhatsApp, webchat, walk-in), and a status that the front desk and the polyclinic both read from the same record. Reminders go out before the visit through the WhatsApp connector, and cancel reasons are captured instead of lost at the counter.
- Booking per doctor and per session, with capacity limits honored at source
- Types and sources kept as reference data, so reporting stays clean
- Reminder messages scheduled before the visit, with delivery status visible
- Cancellation and reschedule logged with the reason and the acting user
| Jam | Pasien | Poli | Status |
|---|---|---|---|
| 08:30 | Rani A. | Penyakit Dalam | Confirmed |
| 09:00 | Budi S. | Jantung | Reminder H-1 |
| 09:15 | Citra W. | Anak | Reschedule |
| 09:40 | Dewi L. | Penyakit Dalam | Checked in |
The IVR answers first, ACD routes to the right polyclinic.
An inbound route sends the call into an IVR flow. The flow is built from nodes with DTMF branches, published when ready, and versioned as draft or live. Callers who need a human land in a queue with its own strategy and skill requirement, so a Bahasa Indonesia registration line does not absorb calls meant for the laboratory.
- IVR flows: start node, DTMF branches, voicemail fallback, draft and published states
- Queue strategies with skill-based routing across agent groups and extensions
- Warm transfer between polyclinics without the caller repeating their identity
- Whisper and listen sessions for supervisors, plus agent pause reasons
The emergency line never queues behind registration.
Emergency traffic gets its own inbound route, its own ring group, and priority over the general queue. A caller who presses the emergency digit reaches the on-duty team directly while the supervisor sees the call in the live wallboard; the recording and the call detail record stay attached to that event for review afterwards. Clinical triage decisions remain with the hospital team – the platform guarantees the call gets there.
- Separate inbound route and number for emergency, ambulance, and on-call doctor
- Ring group with its own strategy and priority, independent of the registration queue
- Recording, cause code, and call detail record kept for every emergency call
- Webhook notification to the duty channel the moment the call is answered
Check-in at the counter, one number per polyclinic, one honest display.
The patient checks in against the appointment or walks in as a new registration. The queue number is issued per polyclinic, the display board shows only the number and the room, and calling again is an explicit action rather than a restart. Waiting time per polyclinic lands in the daily statistics the head of the clinic reads.
- Check-in against an existing appointment, or a walk-in registration
- Ticket numbering per polyclinic with call-again handling
- Display board without clinical data – number, clinic, room only
- Daily statistics per polyclinic and per doctor, exportable for the morning meeting
What the hospital module actually covers
Nine surfaces, one patient record. Everything below ships in the same deployment as the rest of the suite.
Appointment book
Types, sources, statuses, and reminders per doctor and session.
Doctor roster
Recurring schedules, leave, substitutions, and session capacity.
Patient registry
Identity records with duplicate detection and patient linking.
Check-in & queue
Ticket per polyclinic, call-again, display board, waiting time.
IVR builder
DTMF flows with voicemail fallback, drafted and published per tenant.
ACD routing
Queue strategies, skills, agent groups, extensions, pause reasons.
Emergency route
Dedicated inbound route and priority ring group for ambulance and on-call.
Call records
Recording, cause code, CDR daily and hourly facts, export log.
Post-visit CSAT
Survey pushed after the call or the visit, results per polyclinic.
How a hospital goes live
One polyclinic first. The old process keeps running next to it until the queue and the phone agree.
Polyclinics, doctor schedules, appointment types, and who owns each counter.
Service numbers, WhatsApp sender, webchat widget, SIP trunk if one exists.
Menu tree, queue strategies, emergency route, voicemail fallback.
One polyclinic for two weeks: paper queue next to the board, call log next to the CDR.
Staff training, then a weekly review of waiting time, no-show rate, and abandoned calls.
Questions hospitals ask first
Do we have to replace our hospital information system?
No. Patient identity can be matched against the existing system instead of duplicated, and events can be pushed to it through the data manager and webhooks. The module is the front-desk and communication layer, not the clinical record.
Can we keep our current numbers?
Yes. Existing numbers can be pointed at the inbound routes, or new numbers added per service line – emergency, registration, laboratory, billing.
Does the platform dispatch the ambulance itself?
No. It guarantees the call reaches the on-duty team: dedicated route, priority ring group, recording, and notification. Dispatch and clinical triage stay with the hospital team.
Where does patient data live?
In the on-premise deployment it stays in the hospital data center. Access is role-scoped, recordings and exports are logged, and retention is set per document type.
Which languages can the IVR speak?
Recorded prompts in any language the hospital records, and text-to-speech voices for prompts that change often.
What happens outside operating hours?
The IVR keeps answering, appointment requests are captured as tickets, and the emergency route stays open to the on-call team.
How long does the rollout take?
Typically one polyclinic in parallel for two weeks, then the rest of the clinics in waves. The binding constraint is usually the doctor roster, not the software.
Improve outpatient flow.
Tell us the number of polyclinics, daily visits, and the current queue method. We propose a rollout that keeps the old process running during the transition.