--0000000000000d995f05e4d138df Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Isabelle. That call was placed on July 21st at 9:59am. Taneshia Persaud, RPN, GCP | General Manager and (Interim) Clinical Care Manager Mavencare and Home Care Assistance (HCA) 70 Richmond St. E, #200 | Toronto, ON M5C 1N8 Office: 416-855-2333 =E3=80=8Bpress #2, then #2 again Cell: 647-406-9253 taneshia.persaud@thekey.com www.torontohomecareassistance.ca On Wed., Jul. 27, 2022, 6:21 p.m. Isabelle La, wrote: > Hi All, > > It is an odd occurrence that the system would just direct to the answerin= g > service before calling your users but I do think that part of the reason > that may be exacerbating this issue is choosing to have the call pattern = be > sequential instead of simultaneous. I would say that 95% of our locations > have a simultaneous ring group set-up instead of sequential which allows > more folks more opportunities and a longer duration of ring-time to answe= r > a call. > > Sequential Ring Groups - how your calls are dictated now allows for each > call to ring for only 15 seconds to only 1 user before ringing to the nex= t > person. Due to connection issues, it sometimes may take longer for a call > to ring through when it has to cycle through 4 people so let's say Tanesh= ia > has a bad wifi connection on her cell phone as was discussed on another > thread, the timer for her to be called is 15 seconds but if it takes 5 > seconds due to bad wifi connection to even go through to her device, by t= he > time her app is activated, she may only receive 10 seconds (or 2 rings) > worth of call time before moving on to the next user or the answering > service. > > Simultaneous Ring Groups - how most of our offices set their ring groups > allow for calls to ring for 25 seconds to ALL users so all users have > longer time period to pick up so if one person's connection is poor, > another user with potentially a more stable internet connection will be > able to pick up. > > Let me know if you want to try out the simultaneous ring groups to see if > that provides for a better opportunity for users to pick up calls. > > For us to investigate any call issues that you may have, please always > provide us the approximate date/time (and caller number if you have it) f= or > each incoming call so we can properly track what happened, otherwise we > can't properly diagnose your issues without more specific calls to look > into. If you can provide that information, perhaps from call logs on your > answering service, Cheryl, or in your call log of when you tried out thos= e > calls, Taneshia, we can try to look into it further. > > > > > On Wed, Jul 27, 2022 at 3:02 PM Taneshia Persaud taneshia.persaud@thekey.com> wrote: > >> Today I noticed there were a few calls that literally rang twice and by >> the time I answered, the call ended. Not sure if the caller hung up or i= f >> it went straight to the answering service? Some of the