Re: Canada Call Routing

--000000000000ff4c36063e71250c Content-Type: multipart/alternative; boundary="000000000000ff4c36063e71250b" --000000000000ff4c36063e71250b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Super helpful. Thanks, Mark. Best, Cristal On Wed, Sep 10, 2025 at 7:54=E2=80=AFAM Mark Warner wrote: > Currently the groups are set to ring an individual for 15 seconds before > moving on to the next. 15 seconds is just shy of three rings. The > standard ring cycle is six seconds. > > On Wed, Sep 10, 2025 at 6:46=E2=80=AFAM Cristal Munoz = wrote: > >> Thanks so much, Mark. >> >> Correct, I am interested in learning about the new client inquiry line. >> When calls ring in a sequential manner, how long does it take to ring to >> the next individual if someone is on the phone? For example, lets say a >> prospect calls into the new client line, and it's ringing to Desiree and >> she is unavailable, is there a delay of a certain number of seconds befo= re >> hitting the next person in line? >> >> I am all clear on the national line. Thanks so much! >> >> >> Best, >> Cristal >> >> On Tue, Sep 9, 2025 at 6:19=E2=80=AFPM Mark Warner >> wrote: >> >>> This is a bit of a loaded question. I assume you're most interested in >>> the Intakes / New Client Inquiry? If so, all Canada offices do it >>> differently than the U.S. offices for their Intakes / New Client Inquir= y >>> option. Basically, when Intake calls are presented to Intake groups in= the >>> Canada offices, the call rings into the group in a sequential manner (i= n >>> the U.S., we ring ALL members of the group simultaneously.) What >>> sequential means is that calls will ALWAYS ring users in the order they >>> appear in the ring group. For example, if the group has five (5) member= s, >>> member 1 will be rung for approximately three (3) rings. If not answer= ed, >>> the call will move on to member 2 for three rings. If not answered, th= e >>> call will move to member 3 for three rings and so on. Once the call ri= ngs >>> through the list and the last member does not answer after three rings,= the >>> call goes to voicemail. >>> >>> As far as the National Line, it behaves the same way. The Canada >>> National line rings to a menu for English or French. All French calls= go >>> to the Montreal office and ring the IVR / Intake group the same as any >>> local call into the office would. All English calls go to a submenu wh= ere >>> they can choose their province/location and follow the applicable menu(= s). >>> In the end, what it really all boils down to for the National Line is t= hat >>> once a caller makes their English/French & Province/Location choices fr= om >>> the main menu, they are routed the same as any other call would be for >>> Intakes. >>> >>> Hope this helps. >>> >>> >>> >>> On Tue, Sep 9, 2025 at 2:25=E2=80=AFPM Cristal Munoz wrote: >>> >>>> Hi Mark, >>>> I am hoping you can help me with some questions around the Canada call >>>> routing. See below. >>>> >>>> 1) What is the current wait time for an incoming call when someone is >>>> on another call or unavailable? >>>> 2) What happens when someone calls the Canada national line and all >>>> team members are on another call or unavailable. Does this go to voice= mail >>>> or does it keep ringing? >>>> >>>> >>>> -- >>>> >>>> Sincerely, >>>> >>>> Cristal Munoz >>>> >>>> Inside Sales Manager >>>> >>>> cmunoz@thekey.com >>>> >>>> TheKey.com >>>> >>>> >> >> -- >> >> Sincerely, >> >> Cristal Munoz >> >> Inside Sales Manager >> >> cmunoz@thekey.com >> >> TheKey.com >> >> --=20 Sincerely, Cristal Munoz Inside Sales Manager cmunoz@thekey.com TheKey.com --000000000000ff4c36063e71250b Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Super helpful. Thanks, Mark. Best, Cristal On Wed, Sep 10, 2025 at 7:54=E2=80= =AFAM Mark Warner < mark.warner= @thekey.com > wrote: Currently the=C2=A0groups=C2=A0are set to ring = an individual for 15 seconds before moving on to the next.=C2=A0 15 seconds= =C2=A0is just shy of three rings.=C2=A0 The standard ring cycle is six seco= nds. On Wed, Sep 10, 2025 at 6:46=E2=80=AFAM Cristal Munoz < cmunoz@thekey.com > wrote: Thanks so much, Mark. Correct, I am interested in learn= ing about the new client inquiry line. When calls ring in a sequential mann= er, how long does it take to ring to the next individual if someone is on t= he phone? For example, lets say a prospect calls into the new client line, = and it's ringing to Desiree and she is unavailable, is there a delay of= a certain number of seconds before hitting the next person in line?=C2=A0 I am all clear on the national=C2=A0line. Thanks s= o much! Best, Cristal On Tu= e, Sep 9, 2025 at 6:19=E2=80=AFPM Mark Warner < mark.warner@thekey.com > wrote: T= his is a bit of a loaded question.=C2=A0 I assume you're most intereste= d in the Intakes / New Client Inquiry?=C2=A0 If so, all Canada offices do i= t differently than=C2=A0the U.S. offices for their Intakes / New C