Hi Tim,
Thank you for your patience regarding this matter.
Terrence and I have discussed and reviewed your request to change the
configuration for these offices and eliminate the IVR and send Callrail
calls directly to your office's call groups. This request is outside of our
standard IVR/office configurations and we do have reservations about
deviating from that standard but we are willing to give this a shot and
make these updates as a proof of concept for these 4 callrail lines.
I want to make sure we are both monitoring the results of these changes
when we go live with them to see if there are any drastic changes to
the behaviour you have been noticing today. I also want to note that these
changes might not be something we can keep permanently as I believe Canada
may be moving to the Zoom Contact Center when that goes live. That system
requires the IVR to be in place for the logic and call routing to work
properly.
If you have any questions or concerns, please let us know.
Thanks,
--
Gabriel La
Head of IT Operations
it@thekey.com <https://brand.thekey.com/esg/it@thekey.com>
Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com
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