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.
