Automated phone priorities

Details Automated phone priorities Automated phone priorities

2005-05-10

2005-05-10

Tsang, Fan (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088220, C370S352000, C705S002000, C705S003000, C705S004000, C705S005000, C709S206000

Reexamination Certificate

active

06891946

ABSTRACT:
A method of automatically routing a telephone call in a pharmacy, comprising the steps of: activating a telephone when a pharmacy employee signs onto a workstation; identifying a position type for the pharmacy employee, wherein the position type is associated with a set of functions available to the pharmacy employee; assigning a phone priority to the pharmacy employee after the pharmacy employee signs onto the workstation; identifying a type of phone call associated with a caller; evaluating a set of resources available to handle the type of phone call; directing the caller to an available pharmacy employee having the position type preferred to handle the call type and having the highest phone priority; placing the caller in a hierarchical holding cue if no pharmacy employee having the position preferred to handle the call type is available until a pharmacy employee having the position type preferred to handle the call type becomes available; and deactivating the telephone when the pharmacy employee signs off of the workstation.

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