--0000000000001a47d106485f5105 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable No. It will be at least tomorrow, possibly Friday. I will update via the ticket when in place. On Wed, Jan 14, 2026 at 2:52=E2=80=AFPM Timothy Thomas wrot= e: > Sounds good. Thanks Gabe. Are those changes live now? > > > > On Wed, Jan 14, 2026 at 10:51=E2=80=AFAM Gabriel La wrote= : > >> 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 the= se >> changes might not be something we can keep permanently as I believe Cana= da >> may be moving to the Zoom Contact Center when that goes live. That syste= m >> 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] >> > --0000000000001a47d106485f5105 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable No.=C2=A0 It will be at least tomorrow, possibly Friday.= =C2=A0 I will update via the ticket when in place. On = Wed, Jan 14, 2026 at 2:52=E2=80=AFPM Timothy Thomas < tt@thekey.com > wrote: Sounds good. Thanks Gabe. Are t= hose changes live now? On Wed, Jan 14, 2026 at 10:51=E2=80=AFAM = Gabriel La < it@thekey= .com > wrote: Hi Tim,=C2=A0 Thank you for=C2=A0your patience regarding=C2=A0this=C2=A0matter.=C2=A0 Terrence and I have discussed and reviewed yo= ur request to=C2=A0change the configuration for these offices and eliminate= =C2=A0the=C2=A0IVR and send Callrail calls directly to your office's ca= ll groups. This request is outside of our standard IVR/office configuration= s 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 f= or these 4 callrail lines. I want to make sure we = are=C2=A0both=C2=A0monitoring the results=C2=A0of=C2=A0these changes when w= e go live with them to see if there are any drastic changes to the=C2=A0beh= aviour 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 Co