When you call Toniq, a person will answer the phone.
There may be a pre-recorded message first, if there is an outage or notification relevant to multiple pharmacies.
Generally you will be asked if your call is about Dispensary or Retail or if it is a technical query. Depending on the expertise of the helpdesk staff member who answered the phone, they may answer your query directly or transfer you to someone better qualified to deal with your query.
Everyone who answers the phone on the helpdesk has expertise in parts of the Toniq suite of programs.