--000000000000c84787063f05827a Content-Type: multipart/alternative; boundary="000000000000c84786063f058279" --000000000000c84786063f058279 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I can have our RIMs follow up on these. @Mark Warner Can we confirm this isnt happening with our other lines? On Wed, Sep 17, 2025 at 4:50=E2=80=AFPM Timothy Thomas wrot= e: > Ok, so not all inbound calls are recorded? > > On Wed, Sep 17, 2025 at 4:30=E2=80=AFPM Phil Chanda > wrote: > >> see below for the chicago calls for thekey via callrail >> >> [image: Screenshot 2025-09-17 at 4.28.48=E2=80=AFPM.png] >> >> On Wed, Sep 17, 2025 at 4:21=E2=80=AFPM Timothy Thomas w= rote: >> >>> Are we able to see any call attempts that occurred during this period o= f >>> time? Perhaps through call rail? @Phil Chanda = ? >>> >>> On Wed, Sep 17, 2025 at 3:51=E2=80=AFPM Mark Warner >>> wrote: >>> >>>> Hi Diane, >>>> >>>> This has been resolved. It appears the InContact number associated >>>> with the Chicago Intakes line is ringing busy for some reason. I have >>>> assigned an alternate inbound number and tested successfully. Please = try >>>> it for yourself and let me know if you have any continuing issues. >>>> >>>> Thanks, >>>> Mark Warner >>>> >>>> >>>> On Wed, 17 Sep at 3:47 PM , Shibam Karmakar >>>> wrote: >>>> Hi Diane, >>>> >>>> Your support ticket #1213471 has been escalated to our senior team to >>>> ensure you receive the highest level of expertise and a swift resoluti= on. >>>> You'll be contacted directly by a senior support specialist with updat= es >>>> and further assistance. For real-time updates, feel free to click on >>>> https://hca.freshdesk.com/helpdesk/tickets/1213471. We appreciate your >>>> patience and are here to ensure your satisfaction. >>>> >>>> >>>> Thanks, >>>> >>>> *Shibam Karmakar* >>>> Service Desk Engineer >>>> Contact IT Support 24*7 @ (888)838-1955 | hca.freshdesk.com >>>> TheKey.com >>>> [image: TheKey] >>>> >>>> We are Happy to Assist You! >>>> >>>> On Wed, 17 Sep at 3:31 PM , Diane Mockenhaupt >>>> wrote: >>>> Hello, >>>> >>>> When calling the Chicago main number, (847)853-7777 and selecting >>>> option 1 - New Client a fast busy signal is received. I tried calling= from >>>> both my work cell and my personal cell 20 minutes apart and the result= was >>>> the same - not connecting but receiving a fast busy signal. I contacte= d our >>>> Intake Specialist and she confirms she has not received intake calls f= or >>>> Chicago. We have had no New Leads since yesterday. >>>> When I select option 2 - existing client and option 3 - caregiver are >>>> both connecting as expected. >>>> >>>> Thank you, >>>> Diane >>>> -- >>>> Diane Mockenhaupt >>>> General Manager, Chicago Office and Michigan Office >>>> dmockenhaupt@thekey.com >>>> Mobile: (224) 808-0607 >>>> Office: (847) 853-7777 >>>> TheKey.com >>>> *We value your feedback. Please leave us a Google review* >>>> >>>> >>>> >>>> 1213471:611100 >>>> >>> --=20 S