--000000000000c752a805e4d8c94e Content-Type: multipart/alternative; boundary="000000000000c752a205e4d8c94c" --000000000000c752a205e4d8c94c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Taneshia, I was able to track the two calls you placed on July 21st at 9:59am and . Looks like the first one did go to the answering service, though it's hard because I can't proactively see what the call environment was at the time (ex. Was everyone logged in and active status on 8x8 or were some people potentially logged out/offline at the time, were other users currently busy on the other line when it came in, etc). The fact that it was forwarded to the answering service in only 4 seconds leads me to believe that other all users rejected the call because they were busy or some may not have been online but again, would be hard to say since it's not real-time. The second call you placed at 10:02am, looks like you were able to connect with Taylor - can you confirm if this was the case? Do you recall if the other users (Taylor, Cheryl, yourself and Sydney) in that New Clients ring group were all logged in at that time and not on active calls? I've attached a copy of the call log for your team to review, though it may be a bit hard to understand but the legs (1, 2 and 3, indicate the call routing path followed and the time in between). I can see that the calls followed the correct path and the timing in between each transition but a bit harder to piece together a reason why without a snapshot of the call environment and status of the New Client Ring Group users at the time. Since I want to help your team get to the bottom of this, I'm happy to set aside some time to do some test calls and to update the call routing settings if you would find that helpful. Also, the next time you see a missed call, if you'd like to flag me as soon as it occurs, I can take a quick look at the call environment in real time and see if there's anything to be learned at that moment. Let me know how I can further assist. On Wed, Jul 27, 2022 at 3:48 PM Taneshia Persaud wrote: > 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 >> answering 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 o= ur >> locations have a simultaneous ring group set-up instead of sequential wh= ich >> allows more folks more opportunities and