Re: Toronto's 8x8

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
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>>> 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/>
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