--0000000000000352e1064d51bf60 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Everyone, Nice to meet you Bryan, and thank you for the detailed explanation. I=E2=80=99d be happy to hop on a call to discuss this further and explore t= he best approach. That said, I did want to share my perspective. While I=E2=80=99m sure Emily= is a strong asset to the team, Montreal=E2=80=99s continued growth has largely b= een driven by the volume of calls I personally handle, and my conversion rate in this market speaks for itself. Between Desiree and myself, it is quite rare that calls are missed. Given the momentum we are seeing in Montreal, I would greatly appreciate that we keep the current structure in place so we can continue building on what is already working effectively in this market. Looking forward to connecting further. On Wed, Mar 18, 2026 at 3:47=E2=80=AFPM Mark Warner wrote: > It is a true statement that we are not able to route a phone call / numbe= r > to both a Zoom Phone Call Queue and Zoom Contact Center Regional Queue > simultaneously. > > On Wed, Mar 18, 2026 at 2:35=E2=80=AFPM Bryan Carter > wrote: > >> Thanks, Cristal! >> >> Hi Joey, nice to meet you over email. I will let Mark correct me if I'm >> wrong, but Zoom will not allow us to ring both the local team and zoom >> contact center simultaneously to see who answers first. With our current >> design, the intake call first rings the contact center (intake team); af= ter >> a set number of seconds, it can begin ringing the local team. If the loc= al >> team cannot answer, the call will overflow to your voicemail at the loca= l >> level so that you can follow up. >> >> Echoing what Cristal said, Emily is one of our top LHAs with TheKey and >> would be a valuable asset to the team. If you prefer to keep those intak= e >> calls local, we can separate your location and send them to you, but the= n >> you wouldn't have the centralized intake support. >> >> Thank you. >> -- >> Bryan Carter >> VP of Inside Sales >> bryan.carter@thekey.com >> Mobile: (901) 489-3960 >> https://thekey.com >> >> >> >> On Wed, Mar 18, 2026 at 2:26=E2=80=AFPM Cristal Munoz wrote: >> >>> Hi Joey, >>> I can appreciate your concern. Unfortunately, the phone lines cannot >>> ring simultaneously between you and Desiree. Emily is excited to take o= n >>> Canada and has already jumped in to start training to support your >>> market(s). Looping in @Bryan Carter and @Matt= hew >>> Albano to help provide some additional >>> conext on this situation. >>> >>> Best, >>> Cristal >>> >>> On Wed, Mar 18, 2026 at 3:05=E2=80=AFPM Joey Taylor >>> wrote: >>> >>>> Hey Cristal, >>>> >>>> I wanted to follow up on our discussion from yesterday regarding the >>>> intake process. >>>> >>>> From a Montreal perspective, due to the language requirements and >>>> nuances of the market, I would strongly prefer that we keep the curren= t >>>> structure in place, without implementing a backup system for thi