Distribution Centre:After Hours Call Routing For Pharmacies Calling In

The following is the order of events that are programmed into our phone system to handle what happens when a pharmacy calls uniPHARM after 4:30PM. At 4:30PM, the phone system automatically routes calls from outside the building, from Customer Service to the warehouse supervisors. Outside calls will ring the following extensions - 275 247 248 249 290 287 254 231 245. When those extensions ring anyone can answer the phone and handle the shareholder or customer. When those extensions ring and nobody answers, the outside call will go to the general message voicemail and instructions are below to get to that. At 11:59PM each weekday except Friday, the phone system will automatically switch outside calls back to Customer Service. On Friday nights, outside calls will continue to be routed to the warehouse extensions because warehouse staff are answering the phones on Sunday.

• "Thank you for calling uniPHARM Wholesale Drugs. Please leave your name, phone number and which pharmacy you are calling from and Customer Service will call you back as soon as possible."

Below are the steps that need to be given to the warehouse supervisors in order for them to retrieve messages left by after hours callers. Remember that this is a completely different voicemail box from each person's own personal voicemail. The supervisors will not be able to tell if there is a message to listen to because there is no indicator light on their desk phones for the general message voicemail box. The IS department recommends that DC supervisors check for messages left on the general message voicemail box at or near cutoff times after 4:30PM.

1. Go to any desk phone in the DC or office area
2. Press 100
3. Press # *
4. 150 #
5. 000 #

From there you can listen to the message and then either delete it or not delete it. If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning. This is either useful or not useful depending on the what the customer wants. Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM. I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can. I do encourage you to call after hours and verify that everything is as described. If it is not please let me know. If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad. This delays the automatic shifting of outside calls to the DC. The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad. The IS department also strongly recommends that CS staff make sure that they are logged out of the call queue at the end of each work day. If someone is still logged into the call queue after 4:30PM or later, the outside caller will wait in line forever instead of being routed to a warehouse extension.

• Q: What is the wording of the voicemail greeting played after 4:30PM?
• A: Thank you for calling uniPHARM Wholesale Drugs please leave your name and phone number and which pharmacy you are calling from. We will call you back as soon as possible.

• Q: How many rings to get to voicemail?
• A: 6

• Q: Where is the blinking message light that shows up when a voicemail is left by an outside caller?
• A: The blinking message light only blinks on Customer Service phones and NOT on any DC extensions

• Q: Can the DC staff listen to voicemail messages left after 4:30PM?
• A: Yes but only if they pretend to be a CS person and login to a CS extension (200, 213, 229, 202, 219) in the same manner that a CS person would if they were doing CS work.

• Q: What happens when an outside caller is speaking to Gordon (for example) and a second outside caller needs to speak to someone?
• A: The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless phone. The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.

• Q: Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
• A: No