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 PM Timothy Thomas <tt@thekey.com> wrote:
> Sounds good. Thanks Gabe. Are those changes live now?
>
>
>
> On Wed, Jan 14, 2026 at 10:51 AM Gabriel La <it@thekey.com> 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 these
>> changes might not be something we can keep permanently as I believe Canada
>> may be moving to the Zoom Contact Center when that goes live. That system
>> 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 <https://brand.thekey.com/esg/it@thekey.com>
>> Contact IT Support 8am-9pm est @ (888)838-1955 | hca.freshdesk.com
>> TheKey.com <https://www.thekey.com/>
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>>
>