Desks & numbers · AI Concierge

Desks

Where each route's calls are answered

Team	Answers on	If nobody picks up	Hours	Languages	Staffed	Line health

Morning · 08:30–14:00

Person	Desk	Languages	State
Aisha Rahim	Pharmacy	EN · MS	On a call
Wei Ling Tan	Pharmacy	EN · 中文	Available
Serena Wong	Appointments	EN · 中文	On a call
Devi Kumar	Appointments	EN · தமிழ்	Available
Jonas Lee	Appointments	EN	Break until 10:30
Marcus Tan	Billing	EN · 中文	On a call

Applies to every route

Wait for a keypad choice

Re-read the menu Then send the caller to a person.

Let the assistant finish speaking for up to

Assistant voice

Offer “press 0 for a person” on every call Save a handoff packet even when the transfer fails Keep call recordings — off; transcripts only

Language menu, in the order callers hear it

1 English · 2 中文 · 3 Bahasa Melayu · 4 தமிழ்

A caller who presses nothing twice goes to the English human queue — 3 callers this hour.