--000000000000cfb332062b601c9c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Tim !! On Fri, Jan 10, 2025 at 11:54=E2=80=AFAM Timothy Thomas wro= te: > Yes, that works. I'll let the team know. > > On Fri, Jan 10, 2025 at 12:10=E2=80=AFPM Christopher Reese christopher.reese@thekey.com> wrote: > >> Maybe they IM Cheryl and Liz to see if they are available. If yes, they >> transfer them and if not they just handle the call? Would that work? >> >> Chris >> >> >> On Fri, Jan 10, 2025 at 8:57=E2=80=AFAM Timothy Thomas w= rote: >> >>> Absolutely. I'll communicate that to the team. It does ring sequentiall= y >>> so if the RIM doesn't answer if flows to the GM. It's likely they're >>> already on the phone. In that case, what would you prefer we do? Take a >>> message? >>> >>> On Fri, Jan 10, 2025 at 11:43=E2=80=AFAM Christopher Reese >> christopher.reese@thekey.com> wrote: >>> >>>> Hey Tim, >>>> >>>> Can we implement this process quickly in the Canadian sites? Since >>>> everyone is in the ring group, can we have the sites try to transfer t= he >>>> call to Cheryl or Liz before working the lead. If they are busy with >>>> another client, then the sites can handle but I think we would want to= RIMs >>>> to handle these so the sites can focus on their other responsibilities= (I'm >>>> sure they are quite busy). Thoughts? >>>> >>>> Chris >>>> >>>> >>>> ---------- Forwarded message --------- >>>> From: Cheryl Cartwright >>>> Date: Fri, Jan 10, 2025 at 8:39=E2=80=AFAM >>>> Subject: Re: Canada Intake Info >>>> To: Christopher Reese >>>> Cc: Cristal Munoz , Liz Hamilton >>> liz.hamilton@thekey.com> >>>> >>>> >>>> We aren=E2=80=99t even getting a chance to pick up the calls sometimes= . The >>>> protocol should be to try and transfer to us and if we are unavailable= the >>>> to take initial information if they are really busy or do the full cal= l. I >>>> just feel like Liz and I are the best people to speak with whenever >>>> possible. >>>> >>>> What do you think? >>>> >>>> Cheryl >>>> >>>> On Thu, Jan 9, 2025 at 7:53=E2=80=AFPM Christopher Reese >>> christopher.reese@thekey.com> wrote: >>>> >>>>> Hey Cheryl, >>>>> >>>>> I don't think there is a protocol right now, I think it's the person >>>>> who picks the call works it. My preference would be for these calls = to >>>>> come to you and Liz as you are the experts in Intake. >>>>> >>>>> Chris >>>>> >>>>> >>>>> On Thu, Jan 9, 2025 at 12:57=E2=80=AFPM Cheryl Cartwright >>>> ccartwright@thekey.com> wrote: >>>>> >>>>>> Is the protocol that whomever answers the phone tries to transfer to >>>>>> Liz and I first and then if we are on the phone to take the call? Th= ere are >>>>>> a ton of people on these lists and some very busy and likely not alw= ays >>>>>> able to do a full intake. >>>>>> >>>>>> On Wed, Jan 8, 2025 at 6:51=E2=80=AFPM Cristal Munoz >>>>>> wrote: >>>>>> >>>>>>> Hi Cheryl and Liz, >>>>>>> We asked IT for information on how call routing is set up in Canada=