Is everyone free to meet tomorrow at either 11 AM or 4 PM EST? Will be a
very quick meeting, I just want to get a final confirmation on how it will
all work so I can prepare my team and the on-call managers!!
On Wed, Oct 11, 2023 at 2:59 PM Gabrielle Wolfe <gwolfe@thekey.com> wrote:
> Let me know @Mark Warner <mark.warner@thekey.com> @Joey Taylor
> <joey.taylor@thekey.com> if you need me to hop on a call as well.
>
> Thanks!
>
> GW
>
> Gabrielle Wolfe
> * Please note my email has changed: *
> gwolfe@thekey.com <https://brand.thekey.com/esg/gwolfe@thekey.com>
> +1-360-502-3020
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>
>
> On Wed, Oct 11, 2023 at 11:47 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> Joey connect with Mark if you have any additional concerns, otherwise I
>> think we should pull the trigger here.
>>
>> On Wed, Oct 11, 2023 at 1:24 PM Mark Warner <mark.warner@thekey.com>
>> wrote:
>>
>>> We can sure have another meeting, but all that the Intake change amounts
>>> to is ...
>>>
>>> - Callers who press option 1 during Closed hours ONLY will be forwarded
>>> directly to Frax rather than ringing the On-Call group as it is today.
>>> - Frax staff will have those direct numbers to each Lead group in cases
>>> where they might need to escalate a call.
>>>
>>> When you give me the go, I will make the changes during OPEN hours so
>>> that once CLOSED hours occur (including weekends and holidays), the
>>> described new call flow will activate. Again, please feel free to schedule
>>> a meeting if you'd like to talk a little more about it.
>>>
>>> Thanks!
>>>
>>> On Wed, Oct 11, 2023 at 12:09 PM Joey Taylor <joey.taylor@thekey.com>
>>> wrote:
>>>
>>>> We are good to go!!
>>>> Would it be possible to do 1 more quick 10 meeting so I can fully
>>>> understand how the call process will go.
>>>>
>>>> Thanks,
>>>>
>>>> On Tue, Oct 10, 2023 at 9:26 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>
>>>>> Hi Mark,
>>>>>
>>>>> Yes I believe we are all set. I'll let @Joey Taylor
>>>>> <joey.taylor@thekey.com> make the final call.
>>>>>
>>>>> Thanks
>>>>> Tim
>>>>>
>>>>> On Mon, Oct 9, 2023 at 12:12 PM Mark Warner <mark.warner@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi all! Are we still on for tomorrow? If so, what time are we
>>>>>> thinking we want to make the changes? I have received the Intake DIDs from
>>>>>> the Call Center staff so I am ready to go. Below is a reminder of all the
>>>>>> new Lead groups we created for the Call Center to get a hold of the
>>>>>> appropriate folks. Thanks!
>>>>>>
>>>>>> *Calgary*
>>>>>> Lead group: Calgary Lead Group (Frax) - x800017
>>>>>> Direct #: 408-669-2156
>>>>>> Fwds to: Calgary-Winnipeg On-Call - x800995
>>>>>>
>>>>>> *Vancouver*
>>>>>> Lead group: Vancouver Lead Group (Frax) - x1530006
>>>>>> Direct #: 408-642-6774
>>>>>> Fwds to: West Vancouver On-Call - x1530995
>>>>>>
>>>>>> *Montreal*
>>>>>> Lead Group: Montreal Lead Group (Frax) - x1070013
>>>>>> Direct #: 408-669-5601
>>>>>> Fwds to: Montreal English On-Call - x1070055
>>>>>>
>>>>>> *Ontario*
>>>>>> Lead Group: Ontario Lead Group (Frax) - x1410004
>>>>>> Direct Number: 408-709-3392
>>>>>> Fwds to: Ontario On-Call - x1410995
>>>>>>
>>>>>> *Winnipeg*
>>>>>> Lead Group: Winnipeg Lead Group (Frax) - x590003
>>>>>> Direct #: 408-669-5940
>>>>>> Fwds to: Calgary-Winnipeg On-Call - x800995
>>>>>>
>>>>>> On Thu, Oct 5, 2023 at 3:35 PM Timothy Thomas <tt@thekey.com> wrote:
>>>>>>
>>>>>>> Ok Tuesday it is!
>>>>>>>
>>>>>>> On Thu, Oct 5, 2023 at 4:29 PM Mark Warner <mark.warner@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Sounds good! Thanks!
>>>>>>>>
>>>>>>>> On Thu, Oct 5, 2023 at 11:27 AM Gabrielle Wolfe <gwolfe@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Let's shoot for Monday so we have some business days after golive
>>>>>>>>> to make sure we have people available to address any issues.
>>>>>>>>>
>>>>>>>>> I'll send the DIDs shortly Mark.
>>>>>>>>>
>>>>>>>>> Thanks!
>>>>>>>>>
>>>>>>>>> GW
>>>>>>>>>
>>>>>>>>> Gabrielle Wolfe
>>>>>>>>> * Please note my email has changed: *
>>>>>>>>> gwolfe@thekey.com <https://brand.thekey.com/esg/gwolfe@thekey.com>
>>>>>>>>> +1-360-502-3020
>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Thu, Oct 5, 2023 at 7:42 AM Mark Warner <mark.warner@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Great! Once I have the DIDs from Gabrielle, that'll be the sign
>>>>>>>>>> the Call Center is ready for your Intake calls. At that point, we'll set
>>>>>>>>>> up a date/time when you'd like to actually implement.
>>>>>>>>>>
>>>>>>>>>> Thanks!
>>>>>>>>>>
>>>>>>>>>> On Thu, Oct 5, 2023 at 9:33 AM Timothy Thomas <tt@thekey.com>
>>>>>>>>>> wrote:
>>>>>>>>>>
>>>>>>>>>>> Yes that's correct Mark
>>>>>>>>>>>
>>>>>>>>>>> On Thu, Oct 5, 2023 at 10:22 AM Mark Warner <
>>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> I believe all I need are the DIDs. Thanks, Gabrielle!
>>>>>>>>>>>>
>>>>>>>>>>>> Timothy / Joey - Just for confirmation ... this is currently
>>>>>>>>>>>> only for Closed hours and only on applicable English IVR menus, correct?
>>>>>>>>>>>>
>>>>>>>>>>>> Calgary
>>>>>>>>>>>> W. Vancouver
>>>>>>>>>>>> Montreal
>>>>>>>>>>>> Ontario
>>>>>>>>>>>> Winnipeg
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>
>>>>>>>>>>>> On Thu, Oct 5, 2023 at 7:45 AM Gabrielle Wolfe <
>>>>>>>>>>>> gwolfe@thekey.com> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> If you're talking about urgent after hours staffing,
>>>>>>>>>>>>> potentially last week of October or first week of November. But we still
>>>>>>>>>>>>> need to talk through the French piece.
>>>>>>>>>>>>>
>>>>>>>>>>>>> If you're talking about intakes, @Mark Warner
>>>>>>>>>>>>> <mark.warner@thekey.com> where are we at on that in terms of
>>>>>>>>>>>>> what you need to make the changes. DIDs from me and anything else?
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>
>>>>>>>>>>>>> GW
>>>>>>>>>>>>>
>>>>>>>>>>>>> Gabrielle Wolfe
>>>>>>>>>>>>> * Please note my email has changed: *
>>>>>>>>>>>>> gwolfe@thekey.com
>>>>>>>>>>>>> <https://brand.thekey.com/esg/gwolfe@thekey.com>
>>>>>>>>>>>>> +1-360-502-3020
>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Wed, Oct 4, 2023 at 9:02 AM Timothy Thomas <tt@thekey.com>
>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Great.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Gabrielle I know you're busy with the Frax changes on the US
>>>>>>>>>>>>>> side. When do you think we can launch After-hours / Weekends for Canada?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Wed, Oct 4, 2023 at 11:37 AM Joey Taylor <
>>>>>>>>>>>>>> joey.taylor@thekey.com> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Hey Mark,
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Sorry for the late reply. We have not received any more
>>>>>>>>>>>>>>> errant calls on these numbers.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thank you for making the changes,
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Mon, Oct 2, 2023 at 10:18 AM Mark Warner <
>>>>>>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> I believe we are ready to go.
>>>>>>>>>>>>>>>> Joey - have you received any more errant calls on any of
>>>>>>>>>>>>>>>> those direct numbers we assigned/reassigned to the Lead groups?
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Mon, Oct 2, 2023 at 8:52 AM Timothy Thomas <
>>>>>>>>>>>>>>>> tt@thekey.com> wrote:
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Good morning,
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Following up on our Canadian launch for after hours. I
>>>>>>>>>>>>>>>>> believe everything is set.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>> Tim
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Tue, Sep 26, 2023 at 1:27 PM Timothy Thomas <
>>>>>>>>>>>>>>>>> tt@thekey.com> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> The price book has been updated. Are we good to go?
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On Mon, Sep 18, 2023 at 4:56 PM Gabrielle Wolfe <
>>>>>>>>>>>>>>>>>> gwolfe@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Canada 8x8 & Call Center Intakes
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Actions:
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Office main phone number/address - Tim/Joey to
>>>>>>>>>>>>>>>>>>> Mark/Gabrielle
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Rates updated in SF - Tim/Joey, confirm once completed
>>>>>>>>>>>>>>>>>>> (critical path, can go live once complete)
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> 5 ring groups for lead transfer that fail over to office
>>>>>>>>>>>>>>>>>>> on-call - Mark
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> External #s for all 5 lead transfer groups and all 5
>>>>>>>>>>>>>>>>>>> office on-call groups - Mark to Gabrielle
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> DID for auto attendants - Gabrielle to Mark
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> GW
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Join with Google Meet
>>>>>>>>>>>>>>>>>>> <https://meet.google.com/qev-odhv-onv?hs=224>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Meeting link
>>>>>>>>>>>>>>>>>>> meet.google.com/qev-odhv-onv
>>>>>>>>>>>>>>>>>>> <https://meet.google.com/qev-odhv-onv?hs=224>
>>>>>>>>>>>>>>>>>>> Join by phone(US) +1 570-634-6161
>>>>>>>>>>>>>>>>>>> <+1-570-634-6161%3B374164447%23>
>>>>>>>>>>>>>>>>>>> PIN: 374164447
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> More phone numbers
>>>>>>>>>>>>>>>>>>> <https://tel.meet/qev-odhv-onv?pin=8302800115123&hs=0>
>>>>>>>>>>>>>>>>>>> Canada 8x8 & Call Center Intakes
>>>>>>>>>>>>>>>>>>> Monday Sep 18, 2023 ⋅ 1pm – 2pm (Pacific Time - Los
>>>>>>>>>>>>>>>>>>> Angeles)
>>>>>>>>>>>>>>>>>>> Guests
>>>>>>>>>>>>>>>>>>> gwolfe@thekey.com - organizer
>>>>>>>>>>>>>>>>>>> Timothy Thomas <tt@thekey.com>
>>>>>>>>>>>>>>>>>>> mark.warner@thekey.com
>>>>>>>>>>>>>>>>>>> joey.taylor@thekey.com
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Joey Taylor
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> *Regional Care Solutions Manager*
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> 514-907-5065
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> TheKey.ca <https://thekey.ca/>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> [image: TheKey]
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> --
>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> --
>>>>>>>>>>> Tim Thomas
>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>
>>>>> --
>>>>> Tim Thomas
>>>>> Head of Canada Division
>>>>> *Please note my email has changed:*
>>>>> tt@TheKey.com <tt@thekey.com>
>>>>> (514) 591-9387
>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> Joey Taylor
>>>>
>>>> *Regional Care Solutions Manager*
>>>>
>>>> 514-907-5065
>>>>
>>>> TheKey.ca <https://thekey.ca/>
>>>>
>>>> [image: TheKey]
>>>>
>>>
>>
>> --
>> Tim Thomas
>> Head of Canada Division
>> *Please note my email has changed:*
>> tt@TheKey.com <tt@thekey.com>
>> (514) 591-9387
>> TheKey.ca <https://www.thekey.ca/>
>> [image: TheKey] <https://www.thekey.com/>
>>
>
--
Joey Taylor
*Regional Care Solutions Manager*
514-907-5065
TheKey.ca <https://thekey.ca/>
[image: TheKey]