--00000000000097ac73064a2ca5e0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Just been thinking about this. We have three offices NOT in the Eastern Time zone: Winnipeg (CST - 1hr behind EST), Calgary (MST - 2 hours behind EST), and Vancouver (PST - 3hrs behind EST). Using Vancouver for illustration, you want Vancouver Option 1 calls that 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 the 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 wrot= e: > 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 9am PST > whereby certain offices are pushing intake calls to after hours team > 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 Englis= h >> for Montreal) to route to a single call queue, containing Desiree, durin= g >> their respecitve Open Hours, correct? If so, that's exactly how 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 wr= ote: >> >>> Hi Mark, >>> >>> We uncovered an opportunity to improve the call flow for leads in the >>> 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 th= at >>> starts at 9am ET. We should route all intakes for All sites to her as o= f >>> 9am ET. >>> >>> Does that make sense? >>> >>> -- >>> >>> *Tim Thomas* >>> Head of Midwest & Canada Divisions | *TheKey* >>> Mobile: 514.591.9387 >>> [image: TheKey] >>> >> --00000000000097ac73064a2ca5e0 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Just been thinking about=C2=A0this.=C2=A0 We have three of= fices NOT in the Eastern Time zone: Winnipeg (CST - 1hr behind EST), Calgar= y=C2=A0(MST - 2 hours behind EST), and Vancouver (PST - 3hrs behind EST). Using Vancouver for illustration, you want Vancouver Opti= on 1 calls that ring into the Vancouver office between 6 a.m. and 9 a.m. (P= ST) to ring to this new "All Office Intake" group.=C2=A0 Once Van= couver hits 9am (PST) you want Option 1 calls to ring into the Vancouver of= fice the way they do today.=C2=A0 Once Vancouver hits 5 p.m. (PST), you wan= t Option 1 calls to ring to the current on-call group.=C2=A0 When the next = day rol