--000000000000bf7257064d518cc6 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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); after a set number of seconds, it can begin ringing the local team. If the local team cannot answer, the call will overflow to your voicemail at the local 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 intake calls local, we can separate your location and send them to you, but then 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 w= rote: > Hi Joey, > I can appreciate your concern. Unfortunately, the phone lines cannot ring > simultaneously between you and Desiree. Emily is excited to take on Canad= a > and has already jumped in to start training to support your market(s). > Looping in @Bryan Carter and @Matthew 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 nuance= s >> of the market, I would strongly prefer that we keep the current structur= e >> in place, without implementing a backup system for this region. >> >> That said, if it=E2=80=99s possible for the phone lines to ring simultan= eously >> between myself and Desiree, I think that will ensure responsiveness whil= e >> maintaining consistency in client experience. >> >> Montreal continues to generate a high volume of new starts, and I=E2=80= =99ve >> maintained a strong close rate in this market. Introducing a backup >> unfamiliar with the local dynamics, language expectations, and client >> profiles would likely result in a noticeable drop in conversion and over= all >> performance. >> >> Thank you, >> >> Joey Taylor >> >> *Directeur G=C3=A9n=C3=A9ral/**General Manager* >> >> 514-907-5065 >> >> TheKey.ca >> >> [image: TheKey] >> > > > -- > Cristal Munoz > Inside Sales Manager > cmunoz@thekey.com > Mobile: (616) 729-8114 > https://thekey.com > > --000000000000bf7257064d518cc6 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks, Cristal! Hi Joey, ni= ce 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, t