Hi Tim, Is there anything else I can help with on this ticket? Thanks, Mark Warner
On
Wed, 16 Oct at 1:30 PM
, Mark Warner <itsupport@thekey.com> wrote:
We might have some confusion here. Originally, you mentioned the toll free number listed on TheKey.ca. That number is 844-655-0880. That was the number I was referring to that rings directly in to the Website Inquiry ring group (no automated attendant options.)
The 866-425-2180 number is the National Intake Number. All options on that line ring directly to the call center.
Thanks,
Mark Warner
On
Wed, 16 Oct at 12:59 PM
, Timothy Thomas <tt@thekey.com> wrote:
I called the US line, 1-866-425-2180 and it rang to an auto attendant. If I press 2 for an existing client, where does that call go now that the call center is closed. How do they route the call to the correct office?
Our number should be english calls only as we're not using thekey.ca for french visitors.
On Wed, Oct 16, 2024 at 11:09 AM Mark Warner <itsupport@thekey.com> wrote:
This particular line currently rings directly into the Website Inquiry ring group (there are no "options" presented to the caller.)
Does this number service French-speaking callers? If so, I can basically replicate the Montreal automated attendant and insert the Website Inquiry ring group as Option 1 on the new menu. All other options would match Montreal's current set up. This would keep Montreal's current automated attendant intact with its current option 1 routing, but for this particular 800 number, option 1 would go to the Website Inquiry ring group rather than the normal Montreal Option 1 (Inquiry) ring group.
If the number is expecting pretty much only English-speaking callers, I can do the same by replicating any one of the other office's automated attendants using the same approach.
On
Wed, 16 Oct at 10:33 AM
, Timothy Thomas <tt@thekey.com> wrote:
How are the calls routed on the US line? Inquiries go to the intake team but how are existing caregivers and clients routed to the correct office?