Yes, this issue appears to be that Ana was still associated with the Toronto site. When she called out, the Toronto number was being presented. It's an easy change for me to associate her with Montreal so that when she makes calls, Montreal's number will present. Let me know. Thanks, Mark Warner
On
Wed, 12 Jul at 1:16 PM
, CherylCartwright <ccartwright@homecareassistance.com> wrote:
Sorry Mark, I just saw the email from Kathryn. My understanding was that this was fixed. When we had asked caregivers their responses were “the same number we always call”
Anyway glad we got it mostly settled.
Joey can we switch Ana’s number to a Montreal number?
Cheryl
On Wed, Jul 12, 2023 at 11:48 AM Mark Warner <itsupport@thekey.com> wrote:
Hi Cheryl,
I have reviewed your call records and all of them indicate that the caller dialed directly to Toronto. There very well could be something amiss with routing, but looking over the reports and verifying Montreal's / Toronto's call flow set up, nothing appears out of sorts. Unfortunately, the reports don't show me what phone number the person dialed. The next few times this happens, please confirm with the caller what phone number they dialed when calling in and let me know.
Thanks,
Mark Warner
On
Wed, 12 Jul at 10:00 AM
, CherylCartwright <ccartwright@homecareassistance.com> wrote:
Hi Mark,
We are still experiencing a lot of misdirected calls from Montreal into Toronto. Below are a list of caregivers calling the Montreal line but being directed to Toronto.
Help?
Cheryl
On Wed, Jul 12, 2023 at 10:58 AM Kathryn Nester <knester@thekey.com> wrote:
Hi Cheryl,
Here are the calls from Montreal that have been coming in:
Friday (7th)
11:07am 438-337-1105
2:44 and 2:45pm Analyn Casao 514-575-4562
2:47pm 514-924-2913
3:16pm Noemi Fernandez 514-570-3116
3:34pm Carol Duldulao 514-463-1544
4:26pm 514-799-8054
Monday:
9:08am and 9:12am 514-924-2913,
4:23pm 514-653-1266
Tuesday:
10:38am and 2:48pm - Analyn Casao 515-575-4562
Wednesday (today):
9:45am 514-705-5185
Thanks,
Kathryn
--
Kathryn Nester
Caregiver Ambassador
___________________
Office: 416-488-8777
TheKey.ca