--00000000000034b9fe0611e68a5b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, I'll schedule a meeting. This is not possible in 8x8, to do just 3 weekdays after hours. You have only one after hours IVR which means that to accomplish what you're asking we would need to send all calls after hours on weekends and Thu/Fri to your open hours line. I can show you visually what I mean in 8x8. SalesForce is also programmed to have one after hours time period in current state. Thanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Wed, Feb 21, 2024 at 7:30=E2=80=AFAM Timothy Thomas wrot= e: > Hi Gabrielle, > > We would like to pilot our Vancouver location joining Frax first aid from > Monday's to Wednesday's to start, and see how that goes. > > Please let me know the next steps. > Thanks, > Tim > > On Mon, Feb 19, 2024 at 10:23=E2=80=AFAM Timothy Thomas w= rote: > >> Good news! >> >> I have no issue with the american accents but it would be ideal if your >> agents could identify Canadian callers and ask for Postal codes instead = of >> zip codes. Now that they're prompted with known numbers, is this possibl= e? >> >> I'll chat with the leaders this week and get back to you. I suspect we >> will pilot one location and see how it goes. >> >> Thanks! >> Tim >> >> On Fri, Feb 16, 2024 at 2:35=E2=80=AFPM Gabrielle Wolfe >> wrote: >> >>> Hi Timothy! It does bring up accounts for known callers for the agents >>> now in SalesForce when a call comes in. We have capacity and can onboa= rd >>> CA whenever you like, there's some preliminary documentation we'd need = to >>> do, mostly around phone setup and ring groups/DLs. The phone piece wil= l >>> probably also need to be a meeting with myself and Mark Warner (that's = how >>> we usually do these to make sure neither myself nor IT misses anything)= . >>> >>> Fair warning though, we almost all do still have American accents =F0= =9F=98=85 >>> >>> It is possible for me to try to hire bilingual french agents after >>> hours, it's about a 9 week lead time between posting and agent actively >>> taking calls on the floor. Let me know if you want me to pursue that a= s >>> well. >>> >>> Thanks! >>> >>> GW >>> >>> Gabrielle Wolfe >>> >>> >>> * Head of Contact Center* >>> gwolfe@thekey.com >>> +1-360-502-3020 >>> TheKey.com >>> [image: TheKey] >>> >>> >>> On Fri, Feb 16, 2024 at 11:22=E2=80=AFAM Timothy Thomas = wrote: >>> >>>> Hi Gabrielle, >>>> >>>> Hope you=E2=80=99re doing well. >>>> >>>> I=E2=80=99m circling back to see if Frax may be in a better position t= o handle >>>> Canadian calls at this time. Does you system now prompt your agents wi= th >>>> info on the caller? >>>> >>>> I=E2=80=99d love to move our after hours to Frax and give our field te= am a >>>> break. >>>> >>>> Thanks! >>>> Tim >>>> >>>> Tim Thomas >>>> Head of Canada Division >>>> *Please note my email has changed:* >>>> tt@TheKey.com >>>> (514)