Computer telephony integration (CTI) complete healthcare contact center

• US 8,553,870 B2
• Filed: 08/10/2009
• Issued: 10/08/2013
• Est. Priority Date: 12/31/2002
• Status: Expired due to Fees

• 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.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US12/538,246
• Publication Number:
  US 20100027772A1
• Time in Patent Office: 1,520 Days
• Field of Search: 37926501-26514
• US Class Current: 379/265.02
• 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 to process incoming communications.

Claims

1. A method, comprising:

receiving a communication identifying a sender'"'"'s communications address and a recipient'"'"'s communications address;

retrieving a patient identifier associated with the sender'"'"'s communications address;

retrieving medical information that is associated with the patient identifier from a database;

retrieving a surgery schedule associated with the recipient'"'"'s communications address;

determining a time of receipt of the communication matches a scheduled surgery in the surgery schedule; and

routing the communication to an alternate destination in response to the scheduled surgery.

2. The method according to claim 1, further comprising retrieving a profile associated with the sender'"'"'s communications address.

3. The method according to claim 1, further comprising retrieving a profile associated with the patient identifier.

4. The method according to claim 1, further comprising retrieving a physician name associated with the patient identifier.

5. The method according to claim 1, further comprising retrieving a physician name associated with the sender'"'"'s communications address.

6. The method according to claim 1, further comprising:

retrieving a surgery location of the scheduled surgery;

determining an intercom associated with the scheduled surgery; and

selecting the alternate destination as the intercom, such that the communication is routed to the intercom during the scheduled surgery.

7. The method according to claim 5, further comprising retrieving a communications profile associated with the physician name.

8. The method according to claim 7, further comprising retrieving a status of a communications device based on the communications profile.

9. A system, comprising:

a processor; and

memory storing code that when executed causes the processor to perform operations, the operations comprising;

receiving a communication identifying a sender'"'"'s communications address and a recipient'"'"'s communications address;

retrieving a patient identifier associated with the sender'"'"'s communications address;

retrieving medical information that is associated with the patient identifier from a database;

retrieving a surgery schedule associated with the recipient'"'"'s communications address;

determining a time of receipt of the communication matches a scheduled surgery in the surgery schedule; and

routing the communication to an alternate destination in response to the scheduled surgery.

10. The system according to claim 9, wherein the operations further comprise retrieving a profile associated with the sender'"'"'s communications address.

11. The system according to claim 9, wherein the operations further comprise retrieving a profile associated with the patient identifier.

12. The system according to claim 9, wherein the operations further comprise retrieving a physician name associated with the patient identifier.

13. The system according to claim 9, wherein the operations further comprise retrieving a physician name associated with the sender'"'"'s communications address.

14. The system according to claim 9, wherein the operations further comprise:

retrieving a surgery location of the scheduled surgery;

determining an intercom associated with the scheduled surgery; and

selecting the alternate destination as the intercom, such that the communication is routed to the intercom during the scheduled surgery.

15. The system according to claim 9, wherein the operations further comprise retrieving a communications profile associated with the physician name.

16. The system according to claim 9, wherein the operations further comprise retrieving a status of a communications device in the communications profile.

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

receiving a communication identifying a sender'"'"'s communications address and a recipient'"'"'s communications address;

retrieving a patient identifier associated with the sender'"'"'s communications address;

retrieving medical information that is associated with the patient identifier from the database;

retrieving a surgery schedule associated with the recipient'"'"'s communications address;

determining a time of receipt of the communication matches a scheduled surgery in the surgery schedule; and

routing the communication to an alternate destination in response to the scheduled surgery.

18. The memory according to claim 17, wherein the operations further comprise retrieving a physician name associated with the patient identifier.

19. The memory according to claim 17, wherein the operations further comprise a physician name associated with the sender'"'"'s communications address.