Computer Telephony Integration (CTI) Complete Healthcare Contact Center

• US 20160127554A1
• Filed: 01/08/2016
• Published: 05/05/2016
• Est. Priority Date: 12/31/2002
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Turcan, Diane Brown, Wellons, David L.
• Granted Patent: US 9,794,408 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient'"'"'s address may be compared to a schedule of procedures. The recipient'"'"'s address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and/or the recipient'"'"'s address correspond to an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.

Claims

1. A method, comprising:

receiving, by a server, a destination address associated with a communication;

retrieving, by the server, a location associated with the destination address;

determining, by the server, that the location associated with the destination address corresponds to a surgical room; and

selecting, by the server, an alternate destination address for the communication in response to determining that the location associated with the destination address corresponds to the surgical room.

2. The method of claim 1, further comprising retrieving a surgery schedule associated with the surgical room.

3. The method of claim 1, further comprising determining a time associated with the communication.

4. The method of claim 3, further comprising determining a surgery is scheduled at the time associated with the communication.

5. The method of claim 1, further comprising determining that the location matches the surgical room.

6. The method of claim 1, further comprising receiving global positioning system information.

7. The method of claim 1, further comprising:

querying an electronic database for the destination address, the electronic database having electronic associations between patient data and destination addresses including the destination address associated with the communication; and

retrieving the patient data from the electronic database, the patient data electronically associated with the destination address.

8. A system, comprising:

a processor; and

a memory, the memory storing code, the code when executed causing the processor to perform operations, the operations comprising;

receiving a destination address associated with a communication;

retrieving a location associated with the destination address;

determining that the location associated with the destination address corresponds to a surgical room;

selecting an alternate destination address for the communication in response to determining that the location associated with the destination address corresponds to the surgical room.

9. The system of claim 8, wherein the operations further comprise retrieving a surgery schedule associated with the surgical room.

10. The system of claim 8, wherein the operations further comprise determining a time associated with the communication.

11. The system of claim 10, wherein the operations further comprise determining a surgery is scheduled at the time associated with the communication.

12. The system of claim 8, wherein the operations further comprise determining the location matches the surgical room.

13. The system of claim 8, wherein the operations further comprise receiving global positioning system information.

14. The system of claim 8, wherein the operations further comprise:

querying an electronic database for the destination address, the electronic database having electronic associations between patient data and destination addresses including the destination address associated with the communication; and

retrieving the patient data from the electronic database, the patient data electronically associated with the destination address.

15. A memory device storing instructions that when executed cause a processor to perform operations, the operations comprising:

receiving a destination address associated with a communication;

retrieving a location associated with the destination address;

determining that the location associated with the destination address corresponds to a surgical room;

selecting an alternate destination address for the communication in response to determining that the location associated with the destination address corresponds to the surgical room.

16. The memory device of claim 15, wherein the operations further comprise retrieving a surgery schedule associated with the surgical room.

17. The memory device of claim 15, wherein the operations further comprise determining a time associated with the communication.

18. The memory device of claim 17, wherein the operations further comprise determining a surgery is scheduled at the time associated with the communication.

19. The memory device of claim 15, wherein the operations further comprise determining the location matches the surgical room.

20. The memory device of claim 15, wherein the operations further comprise receiving global positioning system information.