Automated dispatch system and method

摘要

An automated dispatch system permits field technicians to interface with a central computer via conventional telephone systems that utilize DTMF protocols. The dispatch system cooperates with a remote data entry unit including a DTMF telephone keypad and an alphanumeric keyboard, and a host computer selectively communicates with the data entry unit and with the dispatch system. The dispatch system implements a voice response unit for storing voice messages and transmitting voice messages to and from field technicians supported by the dispatch system. In connection with service calls, field technicians input service data into the host computer via the data entry unit. The dispatch system is configured such that digit pairs entered from the telephone keypad correspond to letters in the alphabet and various symbols. In this manner, the field technicians can indicate part numbers or other data containing non-numeric information.