--000000000000b5565306485beb40 Content-Type: text/plain; charset="UTF-8" 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 Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com TheKey.com [image: TheKey] --000000000000b5565306485beb40 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim,=C2=A0 Thank you for=C2=A0your patience regarding=C2=A0this=C2=A0m= atter.=C2=A0 Terrence and I have discussed = and reviewed your request to=C2=A0change the configuration for these office= s and eliminate=C2=A0the=C2=A0IVR and send Callrail calls directly to your = office's call groups. This request is outside of our standard IVR/offic= e configurations and we do have reservations about deviating from that stan= dard but we are willing to give this a shot and make these updates as a pro= of of concept for these 4 callrail lines. I want t= o make sure we are=C2=A0both=C2=A0monitoring the results=C2=A0of=C2=A0these= changes when we go live with them to see if there are any drastic changes = to the=C2=A0behaviour you have been noticing today. I also want to note tha= t 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 wo= rk properly.=C2=A0 If you= have=C2=A0any questions or concerns,=C2=A0please let us know.=C2=A0 Thanks, -- Gabriel La Head of IT Operations it@theke= y.com Contac= t IT Support 8am-9pm est @ (888)838-1955 =C2=A0| =C2=A0 hca.freshdesk.com <a href=3D"https://www.thekey.com/" rel=3D"noopener nor= eferrer" style=3D"color:rgb(77,77,79)!important;background-color:transparen= t!important" title=3D"Open TheKey