Re: 8x8

Hi Cheryl,

That is helpful for call log research and I can definitely see what
happened. I've attached a screenshot below for your review of Derek's first
call around 2:11pm EST. The Leg order goes from bottom to top so when he
called into the main number (416-488-8777), he pressed after-hours option 5
which was previously the Company Directory and he dialed the number that
directs to your direct line, which is why it went to you directly. I think
when the Canadian Standard IVR was updated last week to have the Company
Directory moved, the after-hours directory was forgotten so I've gone ahead
and deleted the Company Directory option for after hours calls as well as
those for the Office Hour calls now so that shouldn't be allowed again. He
did the same thing for the call at 2:14pm as well as seen by the
Auto-Attendant Option 5 action he took after calling in and the 2nd
screenshot below. Thanks for bringing it to our attention and it has now
been corrected - have a great weekend and let me know if I can do anything
else to assist.

[image: Screen Shot 2022-09-24 at 9.07.04 PM.png]

[image: Screen Shot 2022-09-24 at 9.18.27 PM.png]

On Sat, Sep 24, 2022 at 6:44 PM Cheryl Cartwright <ccartwright@thekey.com>
wrote:

> Attached screen shot.
>
> On Sat., Sep. 24, 2022, 9:40 p.m. Isabelle La, <ila@thekey.com> wrote:
>
>> That’s good feedback. Can you be more specific with the date/time or
>> calls (and name/number of caller if you have it) if you’d like for me to
>> check the call logs to see what happened. If you can provide that, I can
>> check the call logs and better investigate.
>>
>> On Sat, Sep 24, 2022 at 6:35 PM Cheryl Cartwright <ccartwright@thekey.com>
>> wrote:
>>
>>> It's important to note that the service doesn't use the office numbers
>>> to call any of us as that would be counter productive as it's forwarded to
>>> them. They call our cell phones directly and never through 8x8.
>>>
>>> On Sat., Sep. 24, 2022, 9:34 p.m. Cheryl Cartwright, <
>>> ccartwright@thekey.com> wrote:
>>>
>>>> The calls were coming directly from 8x8 so can't be a product of the
>>>> service.
>>>>
>>>> If someone calls my cell it comes through as a regular call. 8x8 comes
>>>> in differently and both callers said they had called numbers I didn't
>>>> recognize so I'm guessing a marketing number.
>>>>
>>>> Not sure what this means,
>>>>
>>>> Cheryl
>>>>
>>>> On Sat., Sep. 24, 2022, 2:44 p.m. Isabelle La, <ila@thekey.com> wrote:
>>>>
>>>>> Hi Cheryl,
>>>>>
>>>>> I checked the call routing and it’s all set to forward to your
>>>>> answering service so that is working on the 8x8 side. If the calls coming
>>>>> to you is a product of your answering service, you may have to call them to
>>>>> make sure your call routing after hours is being set to how you want it
>>>>> called for the on all manager - have you checked with them yet? I haven’t
>>>>> made any changes to the 8x8 call routing though so I’m also not sure what’s
>>>>> going on but from what I saw on the 8x8 side, after hour calls are all
>>>>> routing to the answering service  properly. I would call your answering
>>>>> service and check that their call routing instructions are correct.
>>>>>
>>>>> On Sat, Sep 24, 2022 at 11:17 AM Cheryl Cartwright <
>>>>> ccartwright@thekey.com> wrote:
>>>>>
>>>>>> Hi Isabelle,
>>>>>>
>>>>>> I'm.not sure what's happened but normally on the weekends any calls
>>>>>> go directly to the service and they dispatch out to the on-call manager.
>>>>>> This weekend however all the calls are coming to me. I am not on call and
>>>>>> so I'm having to answer and forward them out. I'm on the road though and
>>>>>> going through spotty service.
>>>>>>
>>>>>> Can we find out what's happened?
>>>>>>
>>>>>> Thanks,
>>>>>>
>>>>>> Cheryl
>>>>>>
>>>>> --
>>>>> --
>>>>> *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/>
>>>>>
>>>> --
>> --
>> *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/>
>>
>