Patent ID: 6891946
Filing Date: 2005-05-10
Classification: G06Q,G16H,H04M

Abstract:
1. 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 caller associated with the telephone call, the type of caller selected from the group consisting of a prescriber, a person associated with a prescriber, a patient, and an insurer; evaluating a set of resources available to handle the type of caller; directing the caller to an available pharmacy employee having the position type preferred to handle the type of caller 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 type of caller is available until a pharmacy employee having the position type preferred to handle the type of caller becomes available; and deactivating the telephone when the pharmacy employee signs off of the workstation.