--000000000000d87357063e70f868 Content-Type: multipart/alternative; boundary="000000000000d87356063e70f867" --000000000000d87356063e70f867 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks so much, Mark. Correct, I am interested in learning about the new client inquiry line. When calls ring in a sequential manner, how long does it take to ring to the next individual if someone is on the phone? For example, lets say a prospect calls into the new client line, and it's ringing to Desiree and she is unavailable, is there a delay of a certain number of seconds before hitting the next person in line? I am all clear on the national line. Thanks so much! Best, Cristal On Tue, Sep 9, 2025 at 6:19=E2=80=AFPM Mark Warner = wrote: > This is a bit of a loaded question. I assume you're most interested in > the Intakes / New Client Inquiry? If so, all Canada offices do it > differently than the U.S. offices for their Intakes / New Client Inquiry > option. Basically, when Intake calls are presented to Intake groups in t= he > Canada offices, the call rings into the group in a sequential manner (in > the U.S., we ring ALL members of the group simultaneously.) What > sequential means is that calls will ALWAYS ring users in the order they > appear in the ring group. For example, if the group has five (5) members, > member 1 will be rung for approximately three (3) rings. If not answered= , > the call will move on to member 2 for three rings. If not answered, the > call will move to member 3 for three rings and so on. Once the call ring= s > through the list and the last member does not answer after three rings, t= he > call goes to voicemail. > > As far as the National Line, it behaves the same way. The Canada Nationa= l > line rings to a menu for English or French. All French calls go to the > Montreal office and ring the IVR / Intake group the same as any local cal= l > into the office would. All English calls go to a submenu where they can > choose their province/location and follow the applicable menu(s). In the > end, what it really all boils down to for the National Line is that once = a > caller makes their English/French & Province/Location choices from the ma= in > menu, they are routed the same as any other call would be for Intakes. > > Hope this helps. > > > > On Tue, Sep 9, 2025 at 2:25=E2=80=AFPM Cristal Munoz = wrote: > >> Hi Mark, >> I am hoping you can help me with some questions around the Canada call >> routing. See below. >> >> 1) What is the current wait time for an incoming call when someone is on >> another call or unavailable? >> 2) What happens when someone calls the Canada national line and all team >> members are on another call or unavailable. Does this go to voicemail or >> does it keep ringing? >> >> >> -- >> >> Sincerely, >> >> Cristal Munoz >> >> Inside Sales Manager >> >> cmunoz@thekey.com >> >> TheKey.com >> >> --=20 Sincerely, Cristal Munoz Inside Sales Manager cmunoz@thekey.com TheKey.co