--00000000000020b8cf064d51b9f2 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable It is a true statement that we are not able to route a phone call / number to both a Zoom Phone Call Queue and Zoom Contact Center Regional Queue simultaneously. On Wed, Mar 18, 2026 at 2:35=E2=80=AFPM Bryan Carter wrote: > 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); aft= er > a set number of seconds, it can begin ringing the local team. If the loca= l > 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 = wrote: > >> Hi Joey, >> I can appreciate your concern. Unfortunately, the phone lines cannot rin= g >> simultaneously between you and Desiree. Emily is excited to take on Cana= da >> 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 >>> nuances of the market, I would strongly prefer that we keep the current >>> structure in place, without implementing a backup system for this regio= n. >>> >>> That said, if it=E2=80=99s possible for the phone lines to ring simulta= neously >>> between myself and Desiree, I think that will ensure responsiveness whi= le >>> 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 ove= rall >>> 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 >> >> > --00000000000020b8cf064d51b9f