--000000000000b5ad90064a2f1377 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sounds good. I have added notes from our conversation to the Canada requirements sheet Bryan created On Fri, Feb 6, 2026 at 2:35=E2=80=AFPM Timothy Thomas wrote= : > Hi Mark. > > yes you are on the right track. and waiting for the zoom launch is ok wit= h > me but please note these desired changes. > > Thanks > > On Fri, Feb 6, 2026 at 3:27=E2=80=AFPM Mark Warner wrote: > >> If I'm even close, this is going to require quite a few changes to Zoom >> Phone. I discussed it briefly with Bryan and we both feel it would be b= est >> all around if we wait for any major changes to Intake until after Canada= is >> on ZCC.. >> >> On Fri, Feb 6, 2026 at 1:16=E2=80=AFPM Mark Warner >> wrote: >> >>> Just been thinking about this. We have three offices NOT in the Easter= n >>> Time zone: Winnipeg (CST - 1hr behind EST), Calgary (MST - 2 hours behi= nd >>> EST), and Vancouver (PST - 3hrs behind EST). >>> >>> Using Vancouver for illustration, you want Vancouver Option 1 calls tha= t >>> ring into the Vancouver office between 6 a.m. and 9 a.m. (PST) to ring = to >>> this new "All Office Intake" group. Once Vancouver hits 9am (PST) you = want >>> Option 1 calls to ring into the Vancouver office the way they do today. >>> Once Vancouver hits 5 p.m. (PST), you want Option 1 calls to ring to th= e >>> current on-call group. When the next day rolls around (except >>> weekends/holidays), you basically want wash, rinse, repeat. >>> >>> Am I on the right track? >>> >>> On Fri, Feb 6, 2026 at 11:47=E2=80=AFAM Timothy Thomas = wrote: >>> >>>> Hi Mark, >>>> >>>> Well not exactly, as we still need backups for Desiree which include >>>> the GMs and so on. Also after Desiree finishes her day at 5pm, we need >>>> those backups covering. I was thinking of the gap between 9am ET and 9= am >>>> PST whereby certain offices are pushing intake calls to after hours te= am >>>> members. Meanwhile we have desiree who is available.. >>>> >>>> >>>> >>>> On Fri, Feb 6, 2026 at 12:14=E2=80=AFPM Mark Warner >>>> wrote: >>>> >>>>> If I understand correctly, you pretty much want all offices (only >>>>> English for Montreal) to route to a single call queue, containing Des= iree, >>>>> during their respecitve Open Hours, correct? If so, that's exactly h= ow it >>>>> will work once we bring your Intakes on to Zoom CC. >>>>> >>>>> On Thu, Feb 5, 2026 at 2:44=E2=80=AFPM Timothy Thomas = wrote: >>>>> >>>>>> Hi Mark, >>>>>> >>>>>> We uncovered an opportunity to improve the call flow for leads in th= e >>>>>> western portion of country in Canada. >>>>>> >>>>>> Currently on-call handles leads before the office opens in the >>>>>> morning ex: Vancouver up until 9am PST. Meanwhile we have our intake >>>>>> manager that starts at 9am ET. We should route all intakes for All s= ites to >>>>>> her as of 9am ET. >>>>>> >>>>>> Does that make sense? >>>>>> >>>>>> -- >>>>>> >>>>>> *Tim Thomas* >>>