--000000000000da8c5f064a2d9e97 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 best 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 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 wa= nt > 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 wr= ote: > >> 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 >>> English for Montreal) to route to a single call queue, containing Desir= ee, >>> during 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 w= rote: >>> >>>> 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 t= hat >>>> starts at 9am ET. We should route all intakes for All sites to her as = of >>>> 9am ET. >>>> >>>> Does that make sense? >>>> >>>> -- >>>> >>>> *Tim Thomas* >>>> Head of Midwest & Canada Divisions | *TheKey* >>>> Mobile: 514.591.9387 >>>> [image: TheKey] >>>> >>> --000000000000da8c5f064a2d9e97 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable If I'm even close, this is going to require quite a fe= w changes to Zoom Phone.=C2=A0 I discussed it briefly with Bryan and we bot= h feel it would be best all around if we wait for any major changes to Inta= ke until after Canada is on ZCC.. On Fri, Feb 6, 2026 = at 1:16=E2=80=AFPM Mark War