--000000000000f36ce1062b5cc963 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 RIMs 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 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 the 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 wrote: > Hey Cheryl, > > I don't think there is a protocol right now, I think it's the person who > picks the call works it. My preference would be for these calls to come = 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 > 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? There are = a >> ton of people on these lists and some very busy and likely not always ab= le >> 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 whoeve= r >>> picks up the call first. With this in mind, you want to be sure you two= are >>> available as much as possible during your business hours to ensure we a= re >>> answering as many intake calls as possible. >>> >>> Best, >>> Cristal >>> >>> ---------- Forwarded message --------- >>> From: Mark Warner >>> Date: Fri, Dec 20, 2024 at 9:12=E2=80=AFAM >>> Subject: Canada Intake Info >>> To: Cristal Munoz , Christopher Reese >> christopher.reese@thekey.com> >>> >>> >>> Below is how Canada Intake calls are routed (IVR Option 1.) With the >>> exception of the National Website Inquiry line, all Intake calls stay l= ocal >>> by ringing the associated ring group and going to 8x8 voicemail when no= t >>> answered. >>> >>> *Canada National Website Inquiry Line Open Hours* >>> Cheryl Cartwright >>> Liz Hamilton >>> Dennis Fancy >>> Joey Taylor >>> Chuck Terlesky >>> >>> *Canada National Website Inquiry Line Closed Hours* >>> Transfers to Local office submenu. Caller presses digit for the office >>> th