Approved!
On Thu, Feb 27, 2025 at 6:01 AM Timothy Thomas <tt@thekey.com> wrote:
> @Audra Williams <audraw@thekey.com> Would you please approve the change
> to the IVR that Mark detailed below? Thanks!
>
> On Thu, Feb 27, 2025 at 8:44 AM Mark Warner <itsupport@thekey.com> wrote:
>
>> Hi Sharon,
>>
>> As calls for Victoria are being handled via the Vancouver office phone
>> number, there's no way for us to "split" calls between a Vancouver
>> Caregiver group and and a Victoria Caregiver without creating an all new
>> non-standard main IVR recording. The recording would be essentially the
>> same as it is today except when a caller press the Caregiver option they
>> would be hear a second recording that might be something like "for
>> Vancouver Caregiver support, press 1. For Victoria caregiver support,
>> press 2." At that point, when the caller presses either option, we would
>> send them to the specific group. A change like this requires special
>> approval from either Tiffany Silton or Audra Williams.
>>
>> In the meantime, I've gone ahead and set the group to "Simultaneous" ring.
>>
>> Thanks,
>> Mark Warner
>>
>>
>> On Wed, 26 Feb at 1:37 PM , SharonSpeirs <sspeirs@homecareassistance.com>
>> wrote:
>> Hi Mark
>> Thank you for getting them onboarded so quickly I really appreciate it.
>> Thank you for bringing up that concern as yes would rather they ring
>> simultaneously but also Victoria has a whole different pool of caregivers
>> is there anyway they can have a different line they would be directed to
>> use so that those caregivers would only speak to someone from the Victoria
>> office?
>> Marilyn and Joseph are also going to be taking Victoria client calls so I
>> think they might need to have the line directed to them as well and really
>> Maria as well.
>> We have to use the same office phone number for Vancouver and Victoria is
>> that correct as at this time there is no actual office in Victoria they all
>> work from home.
>> let me know
>> Sharon
>>
>> Sharon, Speirs
>>
>> General Manager
>> Vancouver, BC
>> Office: 778.279.3634
>> sspeirs@thekey.com
>>
>> TheKey.ca <https://thekey.ca/>
>>
>> [image: TheKey]
>>
>>
>>
>>
>>
>>
>>
>> On Wed, Feb 26, 2025 at 10:25 AM Mark Warner <itsupport@thekey.com>
>> wrote:
>>
>>> Hi Sharon,
>>> 8x8 accounts have been created for the requested users.
>>>
>>> They have been configured to have access to the phone number you listed
>>> and also be part of the Caregiver option. A note on this ... I don't know
>>> why, but the Caregiver option for that number is set so that it ALWAYS
>>> rings the same people in order. Basically, inbound calls to the Caregiver
>>> group will always start at the top of the list and go down (rather than
>>> ring all the members of the group simultaneously.) Simultaneous ring is
>>> our default configuration for these groups. I am not sure why this group
>>> is set differently, but that determination must've been made some time
>>> before my tenure as the phone system admin. As there are six other users
>>> in the Caregiver group, I wanted to bring this up because even though the
>>> new users are part of the group, unless other users in the group are either
>>> busy on a call or have their 8x8 status in Do Not Disturb, it is VERY
>>> likely these three users will never receive calls as they are too far down
>>> on the list.
>>>
>>> In any case, they are programmed into 8x8 as you requested. If you have
>>> any questions, please let me know.
>>>
>>> Thanks,
>>> Mark Warner
>>>
>>>
>>> On Tue, 25 Feb at 5:52 PM , SharonSpeirs <sspeirs@homecareassistance.com>
>>> wrote:
>>> and also how to order lap top and cell phones for the 3 new hires
>>> Sharon
>>>
>>> Sharon, Speirs
>>>
>>> General Manager
>>> Vancouver, BC
>>> Office: 778.279.3634
>>> sspeirs@thekey.com
>>>
>>> TheKey.ca <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> On Tue, Feb 25, 2025 at 2:47 PM Bhavana Kumbar <itsupport@thekey.com>
>>> wrote:
>>>
>>>> Hi SharonSpeirs,
>>>>
>>>> Thank you for contacting the IT help desk.
>>>> As discussed on Gchat wants a 8x8 number.
>>>>
>>>> Thanks,
>>>>
>>>> Bhavana Kumbar
>>>> Senior Service Desk Engineer
>>>> Contact IT Support 24*7 @ (888)838-1955 | hca.freshdesk.com
>>>> TheKey.com <https://www.thekey.com/>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>> 1065790:611100
>>
>
*Audra N. Williams*
Director, Divisional Operations | TheKey
Mobile: 425.757.7027
<http://www.thekey.com>