Thanks all, I'm doing some test calls this morning now. So far, it seems to
all be working well so please let me know if there's anything that needs to
be updated or changed.
Cheryl - as a reminder, due to the reset on Friday evening, please
remember to log in to 8x8 again so you do not miss any calls. I have called
all your team members to make sure they're logged in but when I called your
cell, it went to Taylor so just want to make sure you are logged in as
well. Let me know how we can assist you with anything else and I look
forward to speaking with you later today once you're able to get to Rogers
as well so we can forward HCA Toronto's main line.
Thank you HCA Mavencare Toronto Team!
On Fri, Jun 24, 2022 at 4:17 PM Taneshia Persaud <
taneshia.persaud@thekey.com> wrote:
> Appreciate the update. Thanks Cheryl & Isabelle for your efforts. Have a
> great weekend!
>
> Taneshia Persaud, RPN, GCP
> General Manager
> Home Care Assistance (HCA) & Mavencare Toronto
> 416-855-2333
>
> On Fri., Jun. 24, 2022, 7:12 p.m. Isabelle La, <ila@thekey.com> wrote:
>
>> Hi All,
>>
>> Wanted to provide an update. I was able to catch up with Cheryl today and
>> told her we would re-set her 8x8 this evening due to some of the issues
>> that were persisting and she agreed that would be a good idea. Therefore,
>> please inform your team members that all their accounts were re-set so they
>> should have been automatically logged out and will need to log back in to
>> 8x8 on their apps to re-activate their account - also to please do this by
>> Monday so they're ready to answer calls as they come in.
>>
>> As discussed with Cheryl, it was seeming that the ring-time was too short
>> for the users so we adjusted each call to ring for 15 seconds (3 rings) to
>> each user before moving on to the next.
>>
>> I will also be calling Monday morning to test out the ring group and call
>> flow to make sure it's all working properly.
>>
>> Cheryl will also find some time on Monday afternoon to head to Rogers to
>> activate the SIM card so we can finally finish forwarding the HCA Toronto
>> phone number from Rogers to 8x8.
>>
>> Please let me know if you have any questions, thank you.
>>
>> On Fri, Jun 24, 2022 at 8:56 AM Isabelle La <ila@thekey.com> wrote:
>>
>>> Sorry Cheryl - I’m on some back to back calls but let me see if I can
>>> loop out Telecom Manager to help you more urgently.
>>>
>>> On Fri, Jun 24, 2022 at 8:51 AM Cheryl Cartwright <
>>> ccartwright@homecareassistance.com> wrote:
>>>
>>>> Hi again,
>>>>
>>>> I tried to call you as I don't think you are understanding the issues.
>>>> This is not about refinement. The system is not set up the way we agreed on
>>>> and it is hanging up on our callers. No option is set up correctly and
>>>> every option except option 2 hands up on a caller.
>>>>
>>>> Also, what I meant by the "tab" is that across the top of your laptop
>>>> you have tabs open. 8x8 is one of my tabs. But when a call is coming
>>>> through my 8x8 is not alerting me on the laptop. Only my mobile 8x8 app
>>>> works.
>>>>
>>>> Please call me as we need to get this resolved,
>>>>
>>>> Cheryl
>>>> 4163574584
>>>>
>>>> On Fri, Jun 24, 2022 at 12:15 PM Isabelle La <ila@thekey.com> wrote:
>>>>
>>>>> Hi Cheryl,
>>>>>
>>>>> Happy to make any updates to the 8x8 system you'd like.
>>>>>
>>>>> Based on our last convo, when a caller presses 1, the system is set to
>>>>> route to Taneshia, Taylor, Cheryl and then Sydney, ringing each person for
>>>>> 12 seconds and then going to the next person in the order per your request
>>>>> (called Sequential ring option). I also mentioned the Ring-All Simultaneous
>>>>> option when we spoke (ringing everyone at the same time versus taking
>>>>> turns) so please confirm if you're wanting the former Sequential option or
>>>>> the Ring-All Simultaneous option. If nobody answers, it should be routing
>>>>> to the answering service, not hanging up so not sure what's going on there.
>>>>> We can do some tests together if you'd like later today.
>>>>>
>>>>> [image: Screen Shot 2022-06-24 at 8.00.34 AM.png]
>>>>> For Option 2, you had the caller routing to a Directory (not a ring
>>>>> group). For a Directory, it goes to just one person and if that person
>>>>> doesn't answer, it goes to their voicemail by default, there is no
>>>>> change for this. What is more typical is for Option 2, it would go to a
>>>>> Ring Group and then we can control what happens if someone in the group
>>>>> doesn't answer. Directory option does not allow for a call to follow a list
>>>>> of sequential callers, only ring groups have that option. Happy to change
>>>>> this how you'd like.
>>>>>
>>>>> For Option 3, you also asked for your ring group to be the Sequential
>>>>> order so that is why it's "bouncing" - this setting rings one user for an
>>>>> amount of seconds and then on to the next one you designated in your list.
>>>>> I can make the rings longer to give Kathryn and Sydney more time (how many
>>>>> seconds would you want, each ring is about 5 seconds) and then it is set to
>>>>> go to the answering service so not sure why it is dropping, can you double
>>>>> check the on-call number I was given above to confirm its correct for your
>>>>> answering service?
>>>>>
>>>>> For Option 5, it is set to Ring-All Simultaneous but I was not aware
>>>>> of your request to have the other users added so I can certainly make that
>>>>> update. However, again, it's set to go to the answering service, no call in
>>>>> any ring group option is set to drop so it makes me suspicious that maybe
>>>>> the Answering service number is incorrect, please confirm.
>>>>>
>>>>> You should not be on any 8x8 tabs, you are not logged in properly
>>>>> through the App. The App must be downloaded and logged into, this is not a
>>>>> fully functioning system if you are just logging into the Admin console on
>>>>> a web browser. Per training, the App must be downloaded onto your device
>>>>> and logged into to work properly.
>>>>>
>>>>> I think it might be best to confirm everything via a phone call and do
>>>>> a test session if/when someone is available but I'm thinking most of these
>>>>> issues are not really problems, it's more of a refinement of the call
>>>>> routing build based on how we originally envisioned it versus how you'd
>>>>> like it functionally now that it's in practice, which makes total sense and
>>>>> is very common.
>>>>>
>>>>> Let me know the answers to the above questions for each option so I
>>>>> can. make the proper adjustments and please confirm the answering service
>>>>> number and we can proceed from there. Also happy to set up a call to work
>>>>> through things if needed.
>>>>>
>>>>>
>>>>>
>>>>> On Fri, Jun 24, 2022 at 7:35 AM Cheryl Cartwright <
>>>>> ccartwright@homecareassistance.com> wrote:
>>>>>
>>>>>> Hi Isabelle,
>>>>>>
>>>>>> I will be going to Roger's next Monday to get a SIM card and will
>>>>>> call you while I am there so we can set things up. In the meantime though
>>>>>> we wanted to let you know our 8x8 is not working properly. When you press 1
>>>>>> it's ringing to Cheryl and then bouncing to Sydney and then hanging up. It
>>>>>> only gives Sydney a second or two to pick up and then goes to a "busy
>>>>>> single sound" for the caller. What we had wanted was for it to go to
>>>>>> Taneshia, Taylor, Cheryl, Sydney and then to the service. We certainly
>>>>>> don't want it just disconnecting the caller.
>>>>>>
>>>>>> When you press 2 the call should go to a list of people (which is
>>>>>> does) but if that person can't answer it goes to a voicemail instead of
>>>>>> bouncing to another person. Can we have it bounce or once a selection is
>>>>>> made by the caller that's sort of it?
>>>>>>
>>>>>> When you press 3 It goes to Kathryn then quickly bounces to Sydney
>>>>>> (again has about two seconds to answer) and then disconnects the caller
>>>>>> with that busy signal. What we really need is for Sydney to have more time
>>>>>> to pick up the call and then for it to go to the service and not just hang
>>>>>> the call up.
>>>>>>
>>>>>> When you press 5 it rings to Cheryl and Taneshia simultaneously and
>>>>>> then if we both can't answer it hangs the call up with that busy signal. We
>>>>>> need it to ring first to Cheryl or Taneshia and then to the other and then
>>>>>> to Taylor, Sydney and then the service.
>>>>>>
>>>>>> We are really concerned we may be missing a lot of calls here with
>>>>>> almost every option simply disconnecting the call. Can we fix this right
>>>>>> away?
>>>>>>
>>>>>> Lastly, my 8x8 doesn't work on her laptop unless she is actually on
>>>>>> the tab. My mobile rings but it won't alert me on the laptop unless I
>>>>>> actually click open the tab. Everyone else is alerted while working on
>>>>>> other things so I am just wondering why I am unable to move away from that
>>>>>> tab without causing it to stop working?
>>>>>>
>>>>>> Thanks in advance Isabelle.
>>>>>>
>>>>>> Cheryl
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> --
>>>>>> *Cheryl Cartwright*
>>>>>> Director of Care
>>>>>> Home Care Assistance
>>>>>> Office: 416-488-8777 <4164888777>
>>>>>> Toronto, ON (EST)
>>>>>> torontohomecareassistance.ca
>>>>>> <https://www.torontohomecareassistance.ca/>
>>>>>> ---
>>>>>> Read Our Testimonials <https://homecareassistance.com/reviews>
>>>>>> Join Our Newsletter
>>>>>> <https://homecareassistance.com/healthy-longevity-newsletter>
>>>>>> We Are Hiring! <https://homecareassistance.com/careers>
>>>>>> <https://www.linkedin.com/in/lucas-hynes/>
>>>>>> <https://homecareassistance.com/>
>>>>>> Champions of Longevity
>>>>>> ccartwright@homecareassistance.com
>>>>>>
>>>>>
>>>>
>>>> --
>>>> *Cheryl Cartwright*
>>>> Director of Care
>>>> Home Care Assistance
>>>> Office: 416-488-8777 <4164888777>
>>>> Toronto, ON (EST)
>>>> torontohomecareassistance.ca
>>>> <https://www.torontohomecareassistance.ca/>
>>>> ---
>>>> Read Our Testimonials <https://homecareassistance.com/reviews>
>>>> Join Our Newsletter
>>>> <https://homecareassistance.com/healthy-longevity-newsletter>
>>>> We Are Hiring! <https://homecareassistance.com/careers>
>>>> <https://www.linkedin.com/in/lucas-hynes/>
>>>> <https://homecareassistance.com/>
>>>> Champions of Longevity
>>>> ccartwright@homecareassistance.com
>>>>
>>> --
>>> --
>>> *Isabelle La *
>>> Project Management, IT Dept.
>>> * Please note my email has changed: *
>>> ila@thekey.com <https://brand.thekey.com/esg/ila@thekey.com>
>>> Direct: 650-231-5733
>>> Fax: 919-377-9020
>>>
>>> TheKey.com <https://www.thekey.com/>
>>> [image: TheKey] <https://homecareassistance.com/>
>>>
>>