AM.04

v1.0 - March 2024

Core Capability

Published

DCF Core Capability

As an Ambulance Service Provider,

I want the capability to send data from our telephony systems to a real-time IRP dashboard,

So that call-answering information can be displayed at both local and national levels.

Acceptance criterion 1:

Given that the Ambulance Service Provider has a telephony system,

When a call is answered using the telephony system,

Then the telephony system should extract and transmit the call answering data in real-time to the IRP dashboard ensuring the accuracy and the integrity of the data transmitted.

And the data sent to the IRP dashboard should include information such as call volume, call waiting times, and call handling performance metrics.
And mechanisms should be in place to handle any potential data transmission errors or disruptions.

DCF Core Capability

As an Ambulance Service Provider,

I want the telephony system to support the transfer of data on resources available to the IRP,

So that accurate and up-to-date information can be utilised for call routing.

Acceptance criterion 1:

Given that the Ambulance Service Provider has a telephony system,

When the telephony system receives updated information on available ambulance resources and is configured to transfer this data to the IRP,

Then the telephony system should extract and transmit the data on available resources to the IRP in real-time.

And the data sent to the IRP should include information such as the number of available ambulances, their locations, and their current status.

And the telephony system should ensure the accuracy and reliability of the data being transmitted to the IRP.

DCF Core Capability

As an Ambulance Service Provider,

I want the telephony system to queue 999 calls for four minutes and prioritise them based on the call category and availability of resources,

So that local calls can be promptly answered and addressed.

Acceptance criterion 1:

Given that an Ambulance Service Provider has a telephony system,

When a 999 call is received by the telephony system and:

• the call is identified as a local call

• the telephony system is configured to queue 999 calls for four minutes

• the telephony system has information on the availability of resources

Then the telephony system should prioritise the queued 999 calls based on the availability of resources.

Acceptance criterion 2:

Given that an Ambulance Service Provider has a telephony system,

When a local 999 call is received by the telephony system,

Then the telephony system should allocate available resources to local calls first before non-local calls.

And the telephony system should ensure that local calls are promptly answered and addressed within the four-minute queueing period.

And the telephony system should provide training and support to call handlers to effectively manage the call queue and prioritise calls based on available resources.

Acceptance criterion 3:

Given that an Ambulance Service Provider has a telephony system,

When 999 calls are queued,

Then the telephony system should consider factors such as the severity of the emergency and the availability of specialised resources when prioritising the queued 999 calls.

And the telephony system should provide real-time updates to call handlers regarding the status of the queue and the estimated wait time for each call.

And the telephony system should have the capability to dynamically adjust the queue based on changes in resource availability or call volume.

Acceptance criterion 4:

Given that an Ambulance Service Provider has a telephony system,

When there are disruptions or system failures,

Then the telephony system should have mechanisms in place to handle any potential disruptions or failures, ensuring the continuous operation of the call queue.

And the telephony system should comply with relevant regulations and standards for emergency call handling and prioritisation.

Standards Compliance

STD157 Formatting dates and times in data

DCF Core Capability

As an Ambulance Service Provider,

I want the telephony system to have the capability to transfer calls to another geographic site based on the geographical location of the patient,

So that local calls can be promptly answered and addressed.

Acceptance criterion 1:

Given that an Ambulance Service Provider has a telephony system,

When the telephony system identifies the location of the caller,

Then the telephony system should determine the appropriate geographic site or dispatch centre that serves that area.

Standards Compliance

STD155 Exchange of location point
STD156 Unique Street Reference Number (USRN)
STD101 Unique Property Reference Number
STD039 Health and Social Care Organisation Reference Data

DCF Core Capability

As an Ambulance Service Provider,

I want the system to provide a real-time dashboard for call answer performance and monitoring,

So that I can track and improve our call handling efficiency.

Acceptance criterion 1:

Given that the Ambulance Service Provider has a telephony system with the capability to track call answer performance and send data to the real-time dashboard,

When a call is answered using the telephony system,

Then the telephony system should extract and transmit the call answer performance data in real-time to the dashboard.

And the telephony system sending the data to the dashboard should:

• include information such as average wait time, call handling times, and abandoned calls,

• ensure the accuracy and integrity of the data being transmitted to the dashboard,

• display the call answer performance data in a clear and user-friendly format,

• provide real-time updates and refresh the displayed information at regular intervals,

• have the capability to aggregate and display call answer performance data at both local and national levels,

• have the capability to set and track performance targets for call answer performance, providing alerts or notifications when targets are not met,

• have mechanisms for drill-down analysis, allowing users to investigate specific time periods or call types for further analysis,

• comply with relevant data protection and privacy regulations when displaying call answer performance data,

• provide historical data and trends, allowing for long-term analysis and identification of areas for improvement in call handling efficiency.

Standards Compliance

STD089 Web Content Accessibility Guidelines (WCAG) 2.1
STD157 Formatting dates and times in data
STD039 Health and Social Care Organisation Reference Data