--00000000000055a40506124bace0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sorry about that, meeting scheduled. Thanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Mon, Feb 26, 2024 at 8:44=E2=80=AFAM Timothy Thomas wrot= e: > Good morning, > > Could we schedule a call this week to sort out the launch? I'd love to > have this operational for Monday March 4th. Thanks! > > On Wed, Feb 21, 2024 at 1:43=E2=80=AFPM Timothy Thomas wr= ote: > >> I have access to 8x8 and could update the setting weekly during the >> pilot. If all goes well then we can make the changes permanently. >> >> On Wed, Feb 21, 2024 at 11:08=E2=80=AFAM Gabrielle Wolfe >> wrote: >> >>> Hi Tim, I'll schedule a meeting. This is not possible in 8x8, to do >>> just 3 weekdays after hours. You have only one after hours IVR which m= eans >>> that to accomplish what you're asking we would need to send all calls a= fter >>> hours on weekends and Thu/Fri to your open hours line. I can show you >>> visually what I mean in 8x8. SalesForce is also programmed to have one >>> after hours time period in current state. >>> >>> Thanks! >>> >>> GW >>> >>> Gabrielle Wolfe >>> >>> >>> * Head of Contact Center* >>> gwolfe@thekey.com >>> +1-360-502-3020 >>> TheKey.com >>> [image: TheKey] >>> >>> >>> On Wed, Feb 21, 2024 at 7:30=E2=80=AFAM Timothy Thomas = wrote: >>> >>>> Hi Gabrielle, >>>> >>>> We would like to pilot our Vancouver location joining Frax first aid >>>> from Monday's to Wednesday's to start, and see how that goes. >>>> >>>> Please let me know the next steps. >>>> Thanks, >>>> Tim >>>> >>>> On Mon, Feb 19, 2024 at 10:23=E2=80=AFAM Timothy Thomas wrote: >>>> >>>>> Good news! >>>>> >>>>> I have no issue with the american accents but it would be ideal if >>>>> your agents could identify Canadian callers and ask for Postal codes >>>>> instead of zip codes. Now that they're prompted with known numbers, i= s this >>>>> possible? >>>>> >>>>> I'll chat with the leaders this week and get back to you. I suspect w= e >>>>> will pilot one location and see how it goes. >>>>> >>>>> Thanks! >>>>> Tim >>>>> >>>>> On Fri, Feb 16, 2024 at 2:35=E2=80=AFPM Gabrielle Wolfe >>>>> wrote: >>>>> >>>>>> Hi Timothy! It does bring up accounts for known callers for the >>>>>> agents now in SalesForce when a call comes in. We have capacity and= can >>>>>> onboard CA whenever you like, there's some preliminary documentation= we'd >>>>>> need to do, mostly around phone setup and ring groups/DLs. The phon= e piece >>>>>> will probably also need to be a meeting with myself and Mark Warner = (that's >>>>>> how we usually do these to make sure neither myself nor IT misses >>>>>> anything). >>>>>> >>>>>> Fair warning though, we almost all do still have American accents = =F0=9F=98=85 >>>>>> >>>>>> It is possible for me to try to hire bilingual french agents after >>>>>> hours, it's about a 9 week lead time between postin