--00000000000029df98063e65b252 Content-Type: multipart/alternative; boundary="00000000000029df95063e65b251" --00000000000029df95063e65b251 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 Inquiry option. Basically, when Intake calls are presented to Intake groups in the Canada offices, the call rings into the group in a sequential manner (in 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) members, member 1 will be rung for approximately three (3) rings. If not answered, the call will move on to member 2 for three rings. If not answered, the call will move to member 3 for three rings and so on. Once the call rings 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 where 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 that once a caller makes their English/French & Province/Location choices from 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 wr= ote: > 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 voicemail or > does it keep ringing? > > > -- > > Sincerely, > > Cristal Munoz > > Inside Sales Manager > > cmunoz@thekey.com > > TheKey.com > > --00000000000029df95063e65b251 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable This is a bit of a loaded question.=C2=A0 I assume you'= ;re most interested in the Intakes / New Client Inquiry?=C2=A0 If so, all C= anada offices do it differently than=C2=A0the U.S. offices for their Intake= s / New Client Inquiry option.=C2=A0 Basically, when Intake calls are prese= nted to Intake groups in the Canada offices, the call rings into the group = in a sequential manner (in the U.S., we ring ALL members of the group simul= taneously.)=C2=A0 =C2=A0What sequential means is that calls will ALWAYS rin= g users in the order they appear in the ring group. For example, if the gro= up has fi