Re: 8x8 - Chicago Intake Line - [#1213471]

see below for the chicago calls for thekey via callrail

[image: Screenshot 2025-09-17 at 4.28.48 PM.png]

On Wed, Sep 17, 2025 at 4:21 PM Timothy Thomas <tt@thekey.com> wrote:

> Are we able to see any call attempts that occurred during this period of
> time? Perhaps through call rail? @Phil Chanda <phil.chanda@thekey.com> ?
>
> On Wed, Sep 17, 2025 at 3:51 PM Mark Warner <itsupport@thekey.com> wrote:
>
>> Hi Diane,
>>
>> This has been resolved.  It appears the InContact number associated with
>> the Chicago Intakes line is ringing busy for some reason.  I have assigned
>> an alternate inbound number and tested successfully.  Please try it for
>> yourself and let me know if you have any continuing issues.
>>
>> Thanks,
>> Mark Warner
>>
>>
>> On Wed, 17 Sep at 3:47 PM , Shibam Karmakar <itsupport@thekey.com>
>> wrote:
>> Hi Diane,
>>
>> Your support ticket #1213471 has been escalated to our senior team to
>> ensure you receive the highest level of expertise and a swift resolution.
>> You'll be contacted directly by a senior support specialist with updates
>> and further assistance. For real-time updates, feel free to click on
>> https://hca.freshdesk.com/helpdesk/tickets/1213471. We appreciate your
>> patience and are here to ensure your satisfaction.
>>
>>
>> Thanks,
>>
>> *Shibam Karmakar*
>> Service Desk Engineer
>> Contact IT Support 24*7 @ (888)838-1955 | hca.freshdesk.com
>> TheKey.com <https://www.thekey.com/>
>>  [image: TheKey] <https://homecareassistance.com/>
>>
>> We are Happy to Assist You!
>>
>> On Wed, 17 Sep at 3:31 PM , Diane Mockenhaupt <dmockenhaupt@thekey.com>
>> wrote:
>> Hello,
>>
>> When calling the Chicago main number, (847)853-7777 and selecting option
>> 1 - New Client a fast busy signal is received.  I tried calling from both
>> my work cell and my personal cell 20 minutes apart and the result was the
>> same - not connecting but receiving a fast busy signal. I contacted our
>> Intake Specialist and she confirms she has not received intake calls for
>> Chicago.  We have had no New Leads since yesterday.
>> When I select option 2  - existing client and option 3 - caregiver are
>> both connecting as expected.
>>
>> Thank you,
>> Diane
>> --
>> Diane Mockenhaupt
>> General Manager, Chicago Office and Michigan Office
>> dmockenhaupt@thekey.com
>> Mobile: (224) 808-0607
>> Office: (847) 853-7777
>> TheKey.com <https://thekey.com/>
>> *We value your feedback. Please leave us a Google review*
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>> <https://thekey.com>
>>
>> 1213471:611100
>>
>