--0000000000004026a8060a1da79d Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I reviewed all office's Intake Open and Closed hours. Open hours unanswered Client Inquiry calls will go to the group voicemail. Closed hours Client Inquiry calls will go to Karianne. Calgary appears to be the only one overlooked for Open Client Inquiry routing as all other groups were programmed correctly. I believe everything is now in order, but please do let me know right away if you experience this again. Thanks! On Tue, Nov 14, 2023 at 8:21=E2=80=AFAM Timothy Thomas wrot= e: > Thanks Mark. I would prefer that they go to voicemail when the field team > is not available for both open and after hours calls. > > On Tue, Nov 14, 2023 at 9:20=E2=80=AFAM Mark Warner > wrote: > >> Caller called in to Calgary, selected Calgary Client inquiry option (rin= g >> group 800012 - Dennis, Shawntel, Joey, Chuck,) and was not answered with= in >> three rings and forwarded to Frax. >> >> I'm thinking that maybe with the initial confusion as to On Hours / Off >> Hours routing and some of the changes we made on the fly, some things ma= y >> have fallen through the cracks. Please remind me ... should we be using >> Frax for anything at all at this point? I know we made the recent chang= e >> for after hours Client Inquiry calls to go to Karianne, but now I'm >> thinking there is still some Open hours routing to Frax. I'm going to >> review all the groups now. Please let me know what we *should* be doing >> with Open Hours Client Inquiry calls and I'll make absolutely sure all >> Canada offices are set up appropriately. Thanks! >> >> On Tue, Nov 14, 2023 at 8:01=E2=80=AFAM Timothy Thomas w= rote: >> >>> Hi Mark, >>> >>> Could you trace the call below and let me know how it ended up at Frax? >>> >>> Thank you! >>> Tim >>> >>> ---------- Forwarded message --------- >>> From: >>> Date: Mon, Nov 13, 2023 at 3:16=E2=80=AFPM >>> Subject: Frax | HCA CN CLG | Message/Transfer | Sue Cunnings >>> To: >>> >>> >>> Hello, >>> >>> Frax received a call for your business. I had the pleasure of speaking >>> with the following Guest. If you have any questions, please contact >>> Leader@FraxOutsourcing.com. >>> >>> *Frax Code: * HCA CN CLG >>> *Date of Call: * 11/13/2023 >>> *Time of Call: * 4:11 PM CST >>> *Guest Name: * Sue Cunnings >>> *Guest Phone #: * (403) 703-9398 >>> *Callback Phone #: * (403) 703-9398 >>> >>> *Call Notes: * Sue Cunnings called in to speak to Dennis regarding the >>> start of care for her Mom. I reached out to the office and transferred = her >>> to Dennis for further assistance. >>> *Transfer Outcome: * I spoke with the contact >>> >>> Thank you, >>> Irene >>> >>> >>> -- >>> Tim Thomas >>> Head of Canada Division >>> *Please note my email has changed:* >>> tt@TheKey.com >>> (514) 591-9387 >>> TheKey.ca >>> [image: TheKey] >>> >> > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-93