In the experience of the countries that have already successfully passed the peak of the COVID-19 epidemic, having the ability to perform wide testing is essential to prevent the further spread of the virus. One of the most important components of a proper testing routine is a having a high capacity call-center for setting testing appointments and to prevent crowds from forming onsite. This is where telcos come to the rescue.
In Hialeah, a city in Miami-Dade County, Florida, there were no free testing sites for COVID-19 until the beginning of April, when a new drive-thru testing station was opened. The site offers residents hundreds of tests per day, and it is backed up by a fully automated call-center that handles scheduling and follow-up on COVID-19 testing appointments by phone or SMS.
The call-center, is connected with SIP Trunks configured to allow 600 concurrent calls which was donated to the city by RingLogix, a white-label VoIP platform and a hosted provider of PortaSwitch. RingLogix, also donated the phone number (305) COVID19 to help bring awareness to the campaign and provide an easy to remember way of contacting the reservation system. As a core service, RingLogix offers a white label VoIP platform that enables resellers to sell, provision, invoice, and support their own branded VoIP and UC services —and the service is powered PortaSwitch.
The SIP-trunks used to set up the (305) COVID-19 call-center are delivered via PortaSwitch. The call-center was initially capped at a maximum of 100 lines, but in minutes, the capacity was increased to 600 lines since the demand was much higher than predicted. Thanks to PortaOne’s unlimited license with no additional payments per new feature or subscriber, this became possible. It took 48 hours for the call center vendors partnered with RingLogix to develop a completely automated IVR for the call-center and only minutes to configure the SIP-trunks.
Right now, the city and Miami-Dade County is using this (305) COVID-19 call-center as an example of how other major cities within the state can improve their COVID-19 appointment setting and testing operations. While we are not a retail provider and focus strictly on white-label reseller solutions, we are excited and humbled by the opportunity to help our local community during this crisis.
Albert Diaz, founder and CEO of RingLogix
This is just another example of PortaSwitch-based solutions that PortaOne can provide to fight the COVID-19 pandemic. Stay tuned for more!
