Emergency hotline’s operations expanded with telco’s help

The Ministry of Health (MoH) unveiled the newly renovated Emergency Medical Ambulance Services (EMAS) 991 call centre at Raja Isteri Pengiran Anak Saleha (RIPAS) Hospital with the support of Datastream Digital Sdn Bhd (DST) recently.

The EMAS 991 call centre was equipped, integrated and powered by DST’s call centre solutions.

With high volumes of calls received due to the current COVID-19 situation in the country, the MoH reached out to DST for assistance in expanding its 991 emergency call service using DST’s call centre system modernised and enhanced 991 call centre features. The new call centre solutions have been powered by DST since September 1.

The solutions come with enhanced features such as call logs, agents log-in, call recording, reporting, call forwarding, interactive voice response (IVR) features, and will allow up to 30 concurrent calls open to all four districts. Previously it only allowed 15 concurrent calls and was available in only three districts.

In addition to equipping the new EMAS 991 call centre, DST also sponsored 10 units of laptops, softphones and headsets. DST was also involved in providing end-to-end connectivity solutions for the call centre. On September 12, DST coordinated the migration of the 991 call centre to mark the official operations of the new call centre.

Minister of Health Dato Seri Setia Dr Haji Mohd Isham bin Haji Jaafar at the Emergency Medical Ambulance Services 991 call centre. PHOTO: DST