Wow, that’s great Keith!
Dennis
On Fri, Aug 26, 2022 at 2:30 PM Timothy Thomas <tt@thekey.com> wrote:
> Amazing. Thanks Keith
>
> On Fri, Aug 26, 2022 at 10:32 AM Keith Moore <kmoore@thekey.com> wrote:
>
>> Great, I have a solution in place for Saturdays and Sundays. Calgary and
>> Winnipeg should be all set with this going forward.
>>
>> On Fri, Aug 26, 2022 at 10:27 AM Timothy Thomas <tt@thekey.com> wrote:
>>
>>> Hi Keith, see below.
>>>
>>> Calgary: After Hours: Saturday and Sunday 8A-8P (local time Central) -
>>> 866-798-1780.
>>> All other After Hours: Forwards to Answering Service - 888-333-6609
>>>
>>> Winnipeg: After Hours: Saturday and Sunday 9A-9P (local time Mountain) -
>>> 866-798-1780.
>>> All other After Hours: Forwards to Answering Service - 888-333-6609
>>>
>>> Vancouver: No changes - All After Hours: 866-798-1780
>>>
>>> On Fri, Aug 26, 2022 at 10:08 AM Keith Moore <kmoore@thekey.com> wrote:
>>>
>>>> Hey Tim,
>>>>
>>>> Can you confirm the times you'd like the calls forwarded, are we
>>>> looking to forward Calgary, Winnipeg and Vancouver to 866-798-1780 during
>>>> these times?
>>>>
>>>> On Thu, Aug 25, 2022 at 5:53 PM Isabelle La <ila@thekey.com> wrote:
>>>>
>>>>> Hi Tim,
>>>>>
>>>>> I'm looping in our Telecom Manager, Keith, to offer his insights. I
>>>>> can't personally think of a workaround but I'll let Keith confirm if your
>>>>> suggestion would be a viable solution or if he has any other
>>>>> recommendations to offer. Keith - any thoughts?
>>>>>
>>>>> On Thu, Aug 25, 2022 at 2:48 PM Timothy Thomas <tt@thekey.com> wrote:
>>>>>
>>>>>> Can you recommend a workaround. Perhaps a manual forwarding after
>>>>>> hours to a cell that we can then reforward to the appropriate after hours
>>>>>> system?
>>>>>>
>>>>>> This is a temporary need.
>>>>>>
>>>>>> On Thu, Aug 25, 2022 at 5:36 PM Isabelle La <ila@thekey.com> wrote:
>>>>>>
>>>>>>> Hi Tim,
>>>>>>>
>>>>>>> Confirming that all the highlighted users in your Ring Groups have
>>>>>>> been updated to reflect as you wish.
>>>>>>>
>>>>>>> However, regarding the After Hours that are specified for Saturdays
>>>>>>> and Sundays, it seems we are only able to have one forwarding option after
>>>>>>> hours so we aren't able to customize a unique request for the other
>>>>>>> forwarding number of 866-798-1780 on the Saturdays and Sundays. I can
>>>>>>> update all after hour calls to either go to the 866-798-1780 number OR
>>>>>>> 888-333-6609 but we can't forward to each number on the specified dates and
>>>>>>> times during the weekend.
>>>>>>>
>>>>>>> On Thu, Aug 25, 2022 at 11:56 AM Timothy Thomas <tt@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Timothy Thomas <tt@thekey.com>
>>>>>>>> 2:50 PM (4 minutes ago)
>>>>>>>> to Chuck
>>>>>>>> Hi Isabelle,
>>>>>>>>
>>>>>>>> Let's please hold off on making any Canadian Standard IVR changes
>>>>>>>> for Winnipeg and Calgary until we get that number ported in from Shaw. We
>>>>>>>> can look at standardizing in September.
>>>>>>>>
>>>>>>>> In the meantime, we will be centralizing Weekend On-Call between
>>>>>>>> Vancouver Winnipeg and Calgary. Please make the following changes to the
>>>>>>>> groups.
>>>>>>>>
>>>>>>>> *Current Calgary 8x8 IVR*
>>>>>>>> Office Hours: M-F 8A-4:30P
>>>>>>>>
>>>>>>>> - Option 1 - New Business / Intake: Dennis, Shawntel, Luna
>>>>>>>> - Option 2 - Existing Client: Shawntel, Luna, Brian, Chuck
>>>>>>>> - Option 3 - Caregivers
>>>>>>>> - Submenu - Calgary: Chandani
>>>>>>>> - Submenu - Winnipeg: Brian
>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>
>>>>>>>> After Hours: Saturday and Sunday 8A-8P - 866-798-1780.
>>>>>>>> All other After Hours: Forwards to Answering Service - 888-333-6609
>>>>>>>>
>>>>>>>> *Current Winnipeg 8x8 IVR*
>>>>>>>> Office Hours: M-F 9A-5P
>>>>>>>>
>>>>>>>> - Option 1 - New Business / Intake: Dennis, Shawntel, Luna
>>>>>>>> - Option 2 - Existing Client: Brian, Luna, Shawntel
>>>>>>>> - Option 3 - Caregivers
>>>>>>>> - Submenu - Calgary: Chandani
>>>>>>>> - Submenu - Winnipeg: Brian
>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>
>>>>>>>> After Hours: Saturday and Sunday 9A-9P - 866-798-1780.
>>>>>>>> All other After Hours: Forwards to Answering Service - 888-333-6609
>>>>>>>>
>>>>>>>> *Current Calgary HCA Employees Line 8x8 IVR*
>>>>>>>> Office Hours: M-F 8A-4:30P
>>>>>>>>
>>>>>>>> - Option 1 - Missed Clock In/Out: Shawntel, Chandani, 2
>>>>>>>> Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>> - Option 2 - Calgary Sick for Shift: Shawntel, Chandani, 2
>>>>>>>> Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>> - Option 3 - Time Off & Scheduling Changes: Shawntel, Chandani,
>>>>>>>> 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>> - Option 4 - Calgary Main Line
>>>>>>>>
>>>>>>>> After Hours
>>>>>>>>
>>>>>>>> - Option 1 - Voicemail for Missed Clock In/Out: Shawntel,
>>>>>>>> Chandani, 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>> - Option 2 - Voicemail for Calgary Sick for Shift: Shawntel,
>>>>>>>> Chandani, 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>> - Option 3 - After Hours: Saturday and Sunday 8A-8P - 866-798-1780, All
>>>>>>>> other After Hours: Forwards to Answering Service - 888-333-6609
>>>>>>>> - Option 4 - Calgary Main Line
>>>>>>>>
>>>>>>>> *Current Vancouver 8x8 IVR *
>>>>>>>> Office Hours: M-F 9A-5P
>>>>>>>>
>>>>>>>> - Option 1 - New Business / Intake: Dennis, Cathy G, Cathy F
>>>>>>>> - Option 2 - Existing Client: Sharon, Cathy G, Cathy F
>>>>>>>> - Option 3 - Caregivers: Doris, Rancy, Anna,
>>>>>>>> - Option 4 - Recruitment: Elizabeth
>>>>>>>> - Option 5 - Company Directory
>>>>>>>> - Option 6 - All Others: Doris, Rancy
>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>
>>>>>>>> After Hours: Same Menu with all Options forwarding to Answering
>>>>>>>> Service - 866-798-1780
>>>>>>>>
>>>>>>>> On Thu, Aug 25, 2022 at 1:04 PM Isabelle La <ila@thekey.com> wrote:
>>>>>>>>
>>>>>>>>> Hi Tim,
>>>>>>>>>
>>>>>>>>> Certainly, please see below for a current summary of your Canadian
>>>>>>>>> Phone Routing. I have not started talking about the Calgary and Winnipeg
>>>>>>>>> locations getting on the Canadian Standard yet but this might be a good
>>>>>>>>> time for you to discuss with the local leaders. Currently, only Vancouver,
>>>>>>>>> Oakvill/Waterloo and Toronto have been converted to the Canadian Standard.
>>>>>>>>> We are still waiting to onboard Montreal when Joey is set to resume again
>>>>>>>>> and I'll wait for your direction, Tim, on how and when to onboard Calgary &
>>>>>>>>> Winnipeg for the new Canadian Standard. Let me know how else I can help.
>>>>>>>>>
>>>>>>>>> *Current Calgary 8x8 IVR*
>>>>>>>>> Office Hours: M-F 8A-4:30P
>>>>>>>>>
>>>>>>>>> - Option 1 - New Business / Intake: Dennis, Shawntel, Chuck
>>>>>>>>> - Option 2 - Existing Client: Shawntel, Chandani, Jamie, Luna,
>>>>>>>>> Chuck, Dennis, Brian
>>>>>>>>> - Option 3 - Caregivers
>>>>>>>>> - Submenu - Calgary: Chandani
>>>>>>>>> - Submenu - Winnipeg: Brian
>>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>>
>>>>>>>>> After Hours: Forwards to Answering Service - 888-333-6609
>>>>>>>>>
>>>>>>>>> *Current Winnipeg 8x8 IVR*
>>>>>>>>> Office Hours: M-F 9A-5P
>>>>>>>>>
>>>>>>>>> - Option 1 - New Business / Intake: Dennis, Shawntel, Chuck
>>>>>>>>> - Option 2 - Existing Client: Shawntel, Chandani, Jamie, Luna,
>>>>>>>>> Chuck, Dennis, Brian
>>>>>>>>> - Option 3 - Caregivers
>>>>>>>>> - Submenu - Calgary: Chandani
>>>>>>>>> - Submenu - Winnipeg: Brian
>>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>>
>>>>>>>>> After Hours: Forwards to Answering Service - 888-333-6609
>>>>>>>>>
>>>>>>>>> *Current Calgary HCA Employees Line 8x8 IVR*
>>>>>>>>> Office Hours: M-F 8A-4:30P
>>>>>>>>>
>>>>>>>>> - Option 1 - Missed Clock In/Out: Shawntel, Chandani, 2
>>>>>>>>> Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>>> - Option 2 - Calgary Sick for Shift: Shawntel, Chandani, 2
>>>>>>>>> Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>>> - Option 3 - Time Off & Scheduling Changes: Shawntel,
>>>>>>>>> Chandani, 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>>> - Option 4 - Calgary Main Line
>>>>>>>>>
>>>>>>>>> After Hours
>>>>>>>>>
>>>>>>>>> - Option 1 - Voicemail for Missed Clock In/Out: Shawntel,
>>>>>>>>> Chandani, 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>>> - Option 2 - Voicemail for Calgary Sick for Shift: Shawntel,
>>>>>>>>> Chandani, 2 Employee Desk Phones, Chuck, Luna, Jamie, Brian, Dennis
>>>>>>>>> - Option 3 - 888-333-6609
>>>>>>>>> - Option 4 - Calgary Main Line
>>>>>>>>>
>>>>>>>>> *Current Vancouver 8x8 IVR*
>>>>>>>>> Office Hours: M-F 9A-5P
>>>>>>>>>
>>>>>>>>> - Option 1 - New Business / Intake: Carolina, Sharon, Cathy G,
>>>>>>>>> Cathy F
>>>>>>>>> - Option 2 - Existing Client: Carolina, Sharon, Cathy G, Cathy
>>>>>>>>> F
>>>>>>>>> - Option 3 - Caregivers: Doris, Rancy, Anna, Elizabeth
>>>>>>>>> - Option 4 - Recruitment: Anna, Elizabeth
>>>>>>>>> - Option 5 - Company Directory
>>>>>>>>> - Option 6 - All Others: Doris, Rancy
>>>>>>>>> - Option 9 - Repeat Menu
>>>>>>>>>
>>>>>>>>> After Hours: Same Menu with all Options forwarding to Answering
>>>>>>>>> Service - 866-798-1780
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Thu, Aug 25, 2022 at 7:48 AM Timothy Thomas <tt@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Hi Isabelle,
>>>>>>>>>>
>>>>>>>>>> Can you please confirm who is in the Ring Group for intakes in
>>>>>>>>>> both the Winnipeg / Calgary and Vancouver 8x8s?
>>>>>>>>>>
>>>>>>>>>> Thanks
>>>>>>>>>>
>>>>>>>>>> --
>>>>>>>>>> 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/>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> 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/>
>>>>>>>>
>>>>>>> --
>>>>>> 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/>
>>>>>>
>>>>>
>>>>
>>>> --
>>>> Keith Moore
>>>> VoIP Administrator
>>>> *Please send all support requests to ITSupport@thekey.com
>>>> <ITSupport@thekey.com>*
>>>> * Please note my email has changed: *
>>>> kmoore@thekey.com <https://brand.thekey.com/esg/kmoore@thekey.com>
>>>> 480-527-0204
>>>> 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/>
>>>
>>
>>
>> --
>> Keith Moore
>> VoIP Administrator
>> *Please send all support requests to ITSupport@thekey.com
>> <ITSupport@thekey.com>*
>> * Please note my email has changed: *
>> kmoore@thekey.com <https://brand.thekey.com/esg/kmoore@thekey.com>
>> 480-527-0204
>> 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/>
>
Dennis Fancy, BSP
Care Solutions Manager
*Please note my email has changed:*
dfancy@thekey.com <DFancy@TheKey.com>
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://www.thekey.com/>