Re: 8x8

I haven’t heard anything from other offices about issues so I’m thinking it
may be just Toronto.

Cheryl - whenever you have caller issues, please provide approximate
date/time and caller name/number information if you have it so I can review
the call log to track down what happened.

I reviewed the Call Routing and the directives are to ring Kathryn and then
the service if she does not answer, you did not want me to program it to go
to voicemail. Have you checked in with the answering service to see if
maybe they didn’t answer the phones if all their operators are busy, what
is supposed to happen to a call? If the answering service doesn’t have a
voicemail option and is just programmed to ring continuously until one of
their folks can pick up, that’s likely what happened when Kathryn misses a
call - 8x8 will not have voicemail pick up if your directive is to forward
to a service when there’s no answer. Unfortunately we can only have one
call action, which is forward to service OR voicemail through 8x8, we can’t
do both for a ring group when someone doesn’t answer. If you’d like me to
check what happened to the calls you’re referring to, I’d have to have the
date/time of call to reference so please send that along and I’m happy to
research.

Generally speaking though, if the CG called before office hours, it goes
straight to the answering service so if the answering service doesn’t
answer, it’ll just ring and ring - I’m guessing that’s what happened
because our attendant doesn’t tell someone to hold on a line after hours,
it just forwards a call.

If they called during office hours, it’s a similar thing that might be
happening with the answering service if Katheryn doesn’t answer. Let me
know how I can help if you’d like those calls researched for good measure.

On Mon, Sep 26, 2022 at 6:58 AM Timothy Thomas <tt@thekey.com> wrote:

> Please let me know if this is a problem unique to Toronto, or if other
> markets could be affected under the standard IVR. Thanks
>
> On Mon, Sep 26, 2022 at 9:53 AM Cheryl Cartwright <ccartwright@thekey.com>
> wrote:
>
>> Good Morning Isabelle,
>>
>> This morning a caregiver called and said they pressed 3 and all that
>> happens is the attendant asks them to stay on the line. Then basically
>> stays in a holding pattern and never goes to voice mail or anything. The
>> caregiver said she was on hold for almost 15 minutes. Several of our
>> caregivers have called in saying they can't reach anyone at the office ever
>> and I was confused about that. Extension 3 is currently going to Kathryn
>> and Tyler right? Does it not then go to the service or voice mail?
>>
>> I tested the system for this myself today and the call did
>> eventually bounce to me but if I didn't pick up it just looped around back
>> to Kathryn and then to the recording asking the caregiver to wait. At this
>> point though it is just silent and nothing ever happens. The call doesn't
>> ring to anyone again, it just keeps the caregiver on hold. Can we fix this?
>>
>> Cheryl
>>
>> On Mon, Sep 26, 2022 at 9:41 AM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> Thanks Isabelle.
>>>
>>> On Sun, Sep 25, 2022 at 12:20 AM Isabelle La <ila@thekey.com> wrote:
>>>
>>>> Hi Cheryl,
>>>>
>>>> That is helpful for call log research and I can definitely see what
>>>> happened. I've attached a screenshot below for your review of Derek's first
>>>> call around 2:11pm EST. The Leg order goes from bottom to top so when he
>>>> called into the main number (416-488-8777), he pressed after-hours option 5
>>>> which was previously the Company Directory and he dialed the number that
>>>> directs to your direct line, which is why it went to you directly. I think
>>>> when the Canadian Standard IVR was updated last week to have the Company
>>>> Directory moved, the after-hours directory was forgotten so I've gone ahead
>>>> and deleted the Company Directory option for after hours calls as well as
>>>> those for the Office Hour calls now so that shouldn't be allowed again. He
>>>> did the same thing for the call at 2:14pm as well as seen by the
>>>> Auto-Attendant Option 5 action he took after calling in and the 2nd
>>>> screenshot below. Thanks for bringing it to our attention and it has now
>>>> been corrected - have a great weekend and let me know if I can do anything
>>>> else to assist.
>>>>
>>>> [image: Screen Shot 2022-09-24 at 9.07.04 PM.png]
>>>>
>>>> [image: Screen Shot 2022-09-24 at 9.18.27 PM.png]
>>>>
>>>> On Sat, Sep 24, 2022 at 6:44 PM Cheryl Cartwright <
>>>> ccartwright@thekey.com> wrote:
>>>>
>>>>> Attached screen shot.
>>>>>
>>>>> On Sat., Sep. 24, 2022, 9:40 p.m. Isabelle La, <ila@thekey.com> wrote:
>>>>>
>>>>>> That’s good feedback. Can you be more specific with the date/time or
>>>>>> calls (and name/number of caller if you have it) if you’d like for me to
>>>>>> check the call logs to see what happened. If you can provide that, I can
>>>>>> check the call logs and better investigate.
>>>>>>
>>>>>> On Sat, Sep 24, 2022 at 6:35 PM Cheryl Cartwright <
>>>>>> ccartwright@thekey.com> wrote:
>>>>>>
>>>>>>> It's important to note that the service doesn't use the office
>>>>>>> numbers to call any of us as that would be counter productive as it's
>>>>>>> forwarded to them. They call our cell phones directly and never through
>>>>>>> 8x8.
>>>>>>>
>>>>>>> On Sat., Sep. 24, 2022, 9:34 p.m. Cheryl Cartwright, <
>>>>>>> ccartwright@thekey.com> wrote:
>>>>>>>
>>>>>>>> The calls were coming directly from 8x8 so can't be a product of
>>>>>>>> the service.
>>>>>>>>
>>>>>>>> If someone calls my cell it comes through as a regular call. 8x8
>>>>>>>> comes in differently and both callers said they had called numbers I didn't
>>>>>>>> recognize so I'm guessing a marketing number.
>>>>>>>>
>>>>>>>> Not sure what this means,
>>>>>>>>
>>>>>>>> Cheryl
>>>>>>>>
>>>>>>>> On Sat., Sep. 24, 2022, 2:44 p.m. Isabelle La, <ila@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Hi Cheryl,
>>>>>>>>>
>>>>>>>>> I checked the call routing and it’s all set to forward to your
>>>>>>>>> answering service so that is working on the 8x8 side. If the calls coming
>>>>>>>>> to you is a product of your answering service, you may have to call them to
>>>>>>>>> make sure your call routing after hours is being set to how you want it
>>>>>>>>> called for the on all manager - have you checked with them yet? I haven’t
>>>>>>>>> made any changes to the 8x8 call routing though so I’m also not sure what’s
>>>>>>>>> going on but from what I saw on the 8x8 side, after hour calls are all
>>>>>>>>> routing to the answering service  properly. I would call your answering
>>>>>>>>> service and check that their call routing instructions are correct.
>>>>>>>>>
>>>>>>>>> On Sat, Sep 24, 2022 at 11:17 AM Cheryl Cartwright <
>>>>>>>>> ccartwright@thekey.com> wrote:
>>>>>>>>>
>>>>>>>>>> Hi Isabelle,
>>>>>>>>>>
>>>>>>>>>> I'm.not sure what's happened but normally on the weekends any
>>>>>>>>>> calls go directly to the service and they dispatch out to the on-call
>>>>>>>>>> manager. This weekend however all the calls are coming to me. I am not on
>>>>>>>>>> call and so I'm having to answer and forward them out. I'm on the road
>>>>>>>>>> though and going through spotty service.
>>>>>>>>>>
>>>>>>>>>> Can we find out what's happened?
>>>>>>>>>>
>>>>>>>>>> Thanks,
>>>>>>>>>>
>>>>>>>>>> Cheryl
>>>>>>>>>>
>>>>>>>>> --
>>>>>>>>> --
>>>>>>>>> *Isabelle La *
>>>>>>>>> Project Management, IT Dept.
>>>>>>>>> * Please note my email has changed: *
>>>>>>>>> ila@thekey.com <https://brand.thekey.com/esg/ila@thekey.com>
>>>>>>>>> Direct: 650-231-5733
>>>>>>>>> Fax: 919-377-9020
>>>>>>>>>
>>>>>>>>>         TheKey.com <https://www.thekey.com/>
>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>
>>>>>>>> --
>>>>>> --
>>>>>> *Isabelle La *
>>>>>> Project Management, IT Dept.
>>>>>> * Please note my email has changed: *
>>>>>> ila@thekey.com <https://brand.thekey.com/esg/ila@thekey.com>
>>>>>> Direct: 650-231-5733
>>>>>> Fax: 919-377-9020
>>>>>>
>>>>>>         TheKey.com <https://www.thekey.com/>
>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>
>>>>>
>>>
>>> --
>>> Tim Thomas
>>> Head of Canada Division
>>> *Please note my email has changed:*
>>> tt@TheKey.com <Tim.Thomas@TheKey.com>
>>> (514) 591-9387
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://www.thekey.com/>
>>>
>>
>>
>> --
>> *Cheryl Cartwright*
>> Director of Care
>> Home Care Assistance
>> Office: 416-488-8777 <4164888777>
>> Toronto, ON (EST)
>> torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
>> ---
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>>
>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <Tim.Thomas@TheKey.com>
> (514) 591-9387
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://www.thekey.com/>
>
*Isabelle La *
Project Management, IT Dept.
* Please note my email has changed: *
ila@thekey.com <https://brand.thekey.com/esg/ila@thekey.com>
Direct: 650-231-5733
Fax: 919-377-9020

        TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>