Thanks Carolina - we ran into problems with Shaw upon trying to forward.
Keith and his Telecom team should have updates shortly.
On Tue, Aug 16, 2022 at 11:53 AM Carolina Orosa <corosa@thekey.com> wrote:
> We have two accounts (Surrey/White Rock and West Van) with Shaw - the
> 16045608629 , 16045608628, 16045608627 is with our Surrey account. Gabriel
> La has all our Shaw account numbers.
>
> On Tue, Aug 16, 2022 at 11:51 AM Carolina Orosa <corosa@thekey.com> wrote:
>
>> Sorry, crazy busy right now. I will send later
>>
>> Have the phones been forwarded? We haven't received any calls on our apps
>> and are still getting calls on our landline and our Shaw app
>>
>> On Tue, Aug 16, 2022 at 11:21 AM Keith Moore <kmoore@thekey.com> wrote:
>>
>>> Hey Carolina,
>>>
>>> We're calling Shaw right now to get the forwards put in place.
>>> Do you happen to have a recent invoice or know the account number? Shaw
>>> is unable to assist us without the account number and our previous
>>> credentials aren't working to pull a new invoice.
>>>
>>>
>>> I did a quick export of your Shaw account and I don't show any
>>> 604-560-XXXX numbers:
>>> Shaw Export:
>>> 16048303907
>>> 16049120253
>>> 16049120332
>>> 16049120333
>>> 16049120334
>>> 16049120335
>>> 16049120336
>>> 16049120337
>>> 16049120338
>>> 16049120339
>>> 16049120380
>>> 16049268403
>>> 17782791138
>>> 17782793634
>>> 17782793635
>>> 17782793639
>>>
>>> Do you have any invoices or records for the below numbers your
>>> requesting to forward?
>>> 16045608629
>>> 16045608628
>>> 16045608627
>>>
>>> On Mon, Aug 15, 2022 at 3:04 PM Timothy Thomas <tt@thekey.com> wrote:
>>>
>>>> Thanks Team!
>>>>
>>>> Carolina, we'll chat tomorrow about the on-call merge. Perhaps aim for
>>>> a launch with Calgary and Winnipeg the weekend of the 27th...
>>>>
>>>>
>>>>
>>>> On Mon, Aug 15, 2022 at 2:54 PM Carolina Orosa <corosa@thekey.com>
>>>> wrote:
>>>>
>>>>> Perfect, thanks so much!
>>>>>
>>>>> On Mon, Aug 15, 2022 at 11:53 AM Keith Moore <kmoore@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> Hi Carolina,
>>>>>> I've got the phones programmed and scheduled to be picked up
>>>>>> tomorrow. Once FedEx is in possession of the package, you'll get an email
>>>>>> with the tracking information and estimated delivery date.
>>>>>>
>>>>>> On Mon, Aug 15, 2022 at 1:29 PM Carolina Orosa <corosa@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> Keith, please let me know once you have sent out the polycom phones
>>>>>>> and ETA. In the meantime, we will use our mobile phones here in the office.
>>>>>>> Thank you.
>>>>>>>
>>>>>>> On Mon, Aug 15, 2022 at 10:27 AM Carolina Orosa <corosa@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Wonderful, thank you!
>>>>>>>>
>>>>>>>> Yes, please have it all go to the main line.
>>>>>>>>
>>>>>>>> On Mon, Aug 15, 2022 at 10:26 AM Isabelle La <ila@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Hi Carolina,
>>>>>>>>>
>>>>>>>>> Yes, we did receive that email but we are unable to go live until
>>>>>>>>> you provide us with the information such as what lines to go live with,
>>>>>>>>> confirmation of ring group due to the new Canadian standard. We want you to
>>>>>>>>> go live smoothly so do not want to rush without the information we need to
>>>>>>>>> do so successfully.
>>>>>>>>>
>>>>>>>>> We can can certainly update Option 4.
>>>>>>>>>
>>>>>>>>> For the numbers, can you please confirm you want them all to go to
>>>>>>>>> the main line and not to anyones direct number?
>>>>>>>>>
>>>>>>>>> Tuesday at 11am PST should work to go-live. Keith and his team
>>>>>>>>> will be doing this forward and let you know when completed
>>>>>>>>>
>>>>>>>>> Thank you so much.
>>>>>>>>>
>>>>>>>>> On Mon, Aug 15, 2022 at 9:57 AM Carolina Orosa <corosa@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Hi Isabelle,
>>>>>>>>>>
>>>>>>>>>> I sent both you and Keith an email last Friday saying we were
>>>>>>>>>> ready to go live by today as we have already tested the app internally but
>>>>>>>>>> if a Monday doesn't work, we can go live as soon as tomorrow by 11 am.
>>>>>>>>>>
>>>>>>>>>> A few things:
>>>>>>>>>> 1. Can we please change option 4 (recruitment) to only go to Anna
>>>>>>>>>> and Elizabeth
>>>>>>>>>> 2. For the numbers - it's 778-279-3634, 604-560-8629,
>>>>>>>>>> 604-560-8628, 604-560-8627.
>>>>>>>>>>
>>>>>>>>>> Thank you,
>>>>>>>>>>
>>>>>>>>>> Carolina
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Sun, Aug 14, 2022 at 6:30 PM Isabelle La <ila@thekey.com>
>>>>>>>>>> wrote:
>>>>>>>>>>
>>>>>>>>>>> Hi Carolina,
>>>>>>>>>>>
>>>>>>>>>>> I spoke with Tim this morning and he mentioned that we'd like to
>>>>>>>>>>> onboard HCA Vancouver onto our 8x8 Phone System as soon as possible.
>>>>>>>>>>> Recently, Tim has authorized a Canadian Standard 8x8 Script that is to be
>>>>>>>>>>> used across all Canadian locations for uniformity and I want to make sure
>>>>>>>>>>> we were all on the same page for this. Please see below for detailed
>>>>>>>>>>> summary on roll-out of Vancouver's 8x8.
>>>>>>>>>>>
>>>>>>>>>>> *Auto-Attendant Prompt/Recording*
>>>>>>>>>>> When Callers call into your Main Number(s), they will hear:
>>>>>>>>>>>
>>>>>>>>>>> "Thank you for calling Home Care Assistance, a new vision for
>>>>>>>>>>> long term aging at home built on years of experience. If you are inquiring
>>>>>>>>>>> about new care, please press 1. If you are an existing client, please press
>>>>>>>>>>> 2. Caregivers, please press 3. If you are inquiring about employment
>>>>>>>>>>> opportunities, please press 4. For a dial by name directory, please press
>>>>>>>>>>> 5. All others, please press 6. If you would like to hear this menu again,
>>>>>>>>>>> press star."
>>>>>>>>>>>
>>>>>>>>>>> After rebrand - this will be updated to "TheKey" but as we are
>>>>>>>>>>> going live beforehand, it will be a custom recording with "Home Care
>>>>>>>>>>> Assistance".
>>>>>>>>>>>
>>>>>>>>>>> *IVR Daytime Options*
>>>>>>>>>>>
>>>>>>>>>>> - Option 1 - Intake/New Business - Carolina, Sharon, Cathy
>>>>>>>>>>> G. & Cathy F.
>>>>>>>>>>> - Option 2 - Existing Clients - Carolina, Sharon, Cathy G. &
>>>>>>>>>>> Cathy F.
>>>>>>>>>>> - Option 3 - Caregivers - Doris, Rancy, Anna & Elizabeth
>>>>>>>>>>> - Option 4 - Recruitment/Employment Opportunities - Doris,
>>>>>>>>>>> Rancy, Anna & Elizabeth
>>>>>>>>>>> - Option 5 - Dial by name Directory
>>>>>>>>>>> - Option 6 - All Other Calls - Doris & Rancy
>>>>>>>>>>> - Option * - Repeat Menu
>>>>>>>>>>>
>>>>>>>>>>> Currently, if any of the Ring Groups do not answer, they will
>>>>>>>>>>> ring-all to Catch-All Ring Group consisting of Carolina, Sharon, Elizabeth,
>>>>>>>>>>> Anna, Doris, Rancy, Cathy G and Cathy F to see if anyone can answer before
>>>>>>>>>>> going to voicemail if no one is able to catch the call.
>>>>>>>>>>>
>>>>>>>>>>> *IVR Closed Hour Options*
>>>>>>>>>>>
>>>>>>>>>>> - Option 1 - Intake/New Business - Answering Service
>>>>>>>>>>> (866-798-1780)
>>>>>>>>>>> - Option 2 - Existing Clients - Answering Service
>>>>>>>>>>> (866-798-1780)
>>>>>>>>>>> - Option 3 - Caregivers - Answering Service (866-798-1780)
>>>>>>>>>>> - Option 4 - Recruitment/Employment Opportunities -
>>>>>>>>>>> Answering Service (866-798-1780)
>>>>>>>>>>> - Option 5 - Dial by name Directory
>>>>>>>>>>> - Option 6 - All Other Calls - Answering Service
>>>>>>>>>>> (866-798-1780)
>>>>>>>>>>> - Option * - Repeat Menu
>>>>>>>>>>>
>>>>>>>>>>> *NEXT STEPS*
>>>>>>>>>>> In order to take the next steps, please provide the following:
>>>>>>>>>>>
>>>>>>>>>>> 1. Please provide all the phone numbers that you will be
>>>>>>>>>>> wanting us to forward to our 8x8 System. This will include main numbers,
>>>>>>>>>>> marketing numbers, direct numbers that are shared, etc. If we do not
>>>>>>>>>>> include all the numbers, you may lose calls so please be thorough in
>>>>>>>>>>> providing this list of phone number(s) that is shared publicly and indicate
>>>>>>>>>>> what that number is so we can make sure it is forwarded to the proper
>>>>>>>>>>> places in our 8x8 system.
>>>>>>>>>>> 2. Please confirm that all the call routing listed above is
>>>>>>>>>>> correct for the ring groups.
>>>>>>>>>>> 3. Please provide the best date and time (and time zone)
>>>>>>>>>>> that you would like us to go-live. Please note this must be done on a
>>>>>>>>>>> Tuesday, Wednesday or Thursday only and we usually suggest 1-2 hours after
>>>>>>>>>>> you start the day so that employees have a chance to settle in and prepare
>>>>>>>>>>> for the go-live. Remember on go-live day, to check that all your employees
>>>>>>>>>>> are logged in and have already tested out the call flow and practiced
>>>>>>>>>>> answering, making calls, etc. Your current temporary number is*
>>>>>>>>>>> 778-403-6150* in order to test out the call flow.
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Fri, Aug 12, 2022 at 10:09 AM Carolina Orosa <
>>>>>>>>>>> corosa@thekey.com> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Hi Keith, ok understood.
>>>>>>>>>>>>
>>>>>>>>>>>> Isabelle, we are ready to move forward. Can we have it
>>>>>>>>>>>> forwarded by Monday?
>>>>>>>>>>>>
>>>>>>>>>>>> On Fri, Aug 12, 2022 at 9:52 AM Keith Moore <kmoore@thekey.com>
>>>>>>>>>>>> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> Hello again Carolina,
>>>>>>>>>>>>>
>>>>>>>>>>>>> I spoke with Isabelle and she mentioned that the phones are
>>>>>>>>>>>>> not currently forwarded to 8x8.
>>>>>>>>>>>>>
>>>>>>>>>>>>> We'll need to reschedule the reprovisioning until the forward
>>>>>>>>>>>>> is in place as our actions would make the deskphones unusable until the
>>>>>>>>>>>>> numbers are ported.
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Fri, Aug 12, 2022 at 12:30 PM Keith Moore <
>>>>>>>>>>>>> kmoore@thekey.com> wro