--00000000000067a90a062b5d2c11 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Maybe they IM Cheryl and Liz to see if they are available. If yes, they transfer them and if not they just handle the call? Would that work? Chris On Fri, Jan 10, 2025 at 8:57=E2=80=AFAM Timothy Thomas wrot= e: > Absolutely. I'll communicate that to the team. It does ring sequentially > so if the RIM doesn't answer if flows to the GM. It's likely they're > already on the phone. In that case, what would you prefer we do? Take a > message? > > On Fri, Jan 10, 2025 at 11:43=E2=80=AFAM Christopher Reese christopher.reese@thekey.com> wrote: > >> Hey Tim, >> >> Can we implement this process quickly in the Canadian sites? Since >> everyone is in the ring group, can we have the sites try to transfer the >> call to Cheryl or Liz before working the lead. If they are busy with >> another client, then the sites can handle but I think we would want to R= IMs >> to handle these so the sites can focus on their other responsibilities (= I'm >> sure they are quite busy). Thoughts? >> >> Chris >> >> >> ---------- Forwarded message --------- >> From: Cheryl Cartwright >> Date: Fri, Jan 10, 2025 at 8:39=E2=80=AFAM >> Subject: Re: Canada Intake Info >> To: Christopher Reese >> Cc: Cristal Munoz , Liz Hamilton > liz.hamilton@thekey.com> >> >> >> We aren=E2=80=99t even getting a chance to pick up the calls sometimes. = The >> protocol should be to try and transfer to us and if we are unavailable t= he >> to take initial information if they are really busy or do the full call.= I >> just feel like Liz and I are the best people to speak with whenever >> possible. >> >> What do you think? >> >> Cheryl >> >> On Thu, Jan 9, 2025 at 7:53=E2=80=AFPM Christopher Reese > christopher.reese@thekey.com> wrote: >> >>> Hey Cheryl, >>> >>> I don't think there is a protocol right now, I think it's the person wh= o >>> picks the call works it. My preference would be for these calls to com= e to >>> you and Liz as you are the experts in Intake. >>> >>> Chris >>> >>> >>> On Thu, Jan 9, 2025 at 12:57=E2=80=AFPM Cheryl Cartwright >> ccartwright@thekey.com> wrote: >>> >>>> Is the protocol that whomever answers the phone tries to transfer to >>>> Liz and I first and then if we are on the phone to take the call? Ther= e are >>>> a ton of people on these lists and some very busy and likely not alway= s >>>> able to do a full intake. >>>> >>>> On Wed, Jan 8, 2025 at 6:51=E2=80=AFPM Cristal Munoz wrote: >>>> >>>>> Hi Cheryl and Liz, >>>>> We asked IT for information on how call routing is set up in Canada. >>>>> Just so you are all aware, you are part of a ring group with other >>>>> individuals listed below. What that means, is the intake goes to whoe= ver >>>>> picks up the call first. With this in mind, you want to be sure you t= wo are >>>>> available as much as possible during your business hours to ensure we= are >>>>> answering as many intake calls as possible. >>>>> >>>>>