--000000000000f3014b05e9369c47 Content-Type: text/plain; charset="UTF-8" Hi All, Recently, we just made an update to the 8x8 Canadian Standard and adjusted our Main Prompts to the Recording and options below. Calgary and Winnipeg are not quite on this Canadian Standard but I know there is a push for this to be done as soon as possible. Tim suggested we all meet for a quick call to determine how to best move in this direction and for us to align on any updates/changes that need to be made. I'll take a look at our calendars and start with a mutual opening to send an invitation and we can go from there based on people's schedules. In advance of that meeting, here is the current state of Call Routing for Calgary & Winnipeg for everyone's review and I have also attached the Canadian Standard IVR. *Calgary* Office Hours: M-F 8A-4:30P MST After Hours: Forwards to On-Call Number - 888-333-6609 - Option 1 - Intake/New Business - Dennis, Shawntel, Joey (Goes to VM if unanswered after 25 sec) - Option 2 - Existing Clients - Shawntel, Chuck, Brian (Goes to VM if unanswered after 30 sec) - Option 3 - Caregivers - Submenu that says "Thank you for your interest in joining Home Care Assistance, Press 1 to speak to someone in the Calgary office. Press 2 to speak to someone in the Winnipeg Office, Thank you" - Calgary CG - Chandani (Goes to VM if unanswered after 30 sec) - Winnipeg CG - Brian (Goes to VM if unanswered after 30 sec) - Option 9 - Repeat Menu *Calgary Employee Line* Office Hours: M-F 8A-4:30P MST - Option 1 - Missed Clock In/Out or Late - Shawntel, Chandani, Chuck, Brian, Dennis (Sends Immediately to VM) - Option 2 - Unable to Attend Shift - Shawntel, Chuck, Candani, Dennis, Brian (Goes to VM if unanswered for 15 sec) - Option 3 - Time Off Request - Shawntel, Chandani, Chuck, Dennis, Brian (Goes to VM if unanswered after it rings everyone including 2 additional desk phones for 15 seconds in Sequential order) - Option 4 - All Other CG Issues - Rings to the Main Calgary Line (above) *Winnipeg* Office Hours: M-F 9A-5P CST After Hours: Forwards to On-Call Number - 888-333-6609 - Option 1 - Intake/New Business - Dennis, Shawntel, Joey (Goes to Winnipeg Roll-Over Ring Group if unanswered for 15 sec) - Option 2 - Existing Clients - Shawntel, Brian (Goes to VM if unanswered for 30 sec) - Option 3 - Caregivers - Submenu that says "Thank you for your interest in joining Home Care Assistance, Press 1 to speak to someone in the Calgary office. Press 2 to speak to someone in the Winnipeg Office, Thank you" - Calgary CG - Chandani (Goes to VM if unanswered after 30 sec) - Winnipeg CG - Brian (Goes to VM if unanswered after 30 sec) - Option 9 - Repeat Menu Winnipeg Roll-Over Ring Group - Dennis, Brian *CANADIAN STANDARD 8x8 IVR* 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