Automated phone priorities
US6891946B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 25, 2002 |
| Grant date | May 10, 2005 |
| Priority date | — |
| Expiry date | Mar 28, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/30
- WIPO fieldMedical technology
- WIPO sectorInstruments
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.