Looks like we're all free at 2:30 EST, I will set us up a meeting for then
since you're all gone for the day. Let me know if you already set
something up I can cancel mine.
GW
Gabrielle Wolfe
* Please note my email has changed: *
gwolfe@thekey.com <https://brand.thekey.com/esg/gwolfe@thekey.com>
+1-360-502-3020
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>
On Wed, Oct 11, 2023 at 1:28 PM Timothy Thomas <tt@thekey.com> wrote:
> go ahead with out me please. I have a conflict.
>
> On Wed, Oct 11, 2023 at 3:50 PM Mark Warner <mark.warner@thekey.com>
> wrote:
>
>> 4pm EST would work best for me. Thanks!
>>
>>
>> On Wed, Oct 11, 2023 at 2:46 PM Joey Taylor <joey.taylor@thekey.com>
>> wrote:
>>
>>> Is everyone free to meet tomorrow at either 11 AM or 4 PM EST? Will be a
>>> very quick meeting, I just want to get a final confirmation on how it will
>>> all work so I can prepare my team and the on-call managers!!
>>>
>>> On Wed, Oct 11, 2023 at 2:59 PM Gabrielle Wolfe <gwolfe@thekey.com>
>>> wrote:
>>>
>>>> Let me know @Mark Warner <mark.warner@thekey.com> @Joey Taylor
>>>> <joey.taylor@thekey.com> if you need me to hop on a call as well.
>>>>
>>>> Thanks!
>>>>
>>>> GW
>>>>
>>>> Gabrielle Wolfe
>>>> * Please note my email has changed: *
>>>> gwolfe@thekey.com <https://brand.thekey.com/esg/gwolfe@thekey.com>
>>>> +1-360-502-3020
>>>> TheKey.com <https://www.thekey.com/>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>>>
>>>> On Wed, Oct 11, 2023 at 11:47 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>
>>>>> Joey connect with Mark if you have any additional concerns, otherwise
>>>>> I think we should pull the trigger here.
>>>>>
>>>>> On Wed, Oct 11, 2023 at 1:24 PM Mark Warner <mark.warner@thekey.com>
>>>>> wrote:
>>>>>
>>>>>> We can sure have another meeting, but all that the Intake change
>>>>>> amounts to is ...
>>>>>>
>>>>>> - Callers who press option 1 during Closed hours ONLY will be
>>>>>> forwarded directly to Frax rather than ringing the On-Call group as it is
>>>>>> today.
>>>>>> - Frax staff will have those direct numbers to each Lead group in
>>>>>> cases where they might need to escalate a call.
>>>>>>
>>>>>> When you give me the go, I will make the changes during OPEN hours so
>>>>>> that once CLOSED hours occur (including weekends and holidays), the
>>>>>> described new call flow will activate. Again, please feel free to schedule
>>>>>> a meeting if you'd like to talk a little more about it.
>>>>>>
>>>>>> Thanks!
>>>>>>
>>>>>> On Wed, Oct 11, 2023 at 12:09 PM Joey Taylor <joey.taylor@thekey.com>
>>>>>> wrote:
>>>>>>
>>>>>>> We are good to go!!
>>>>>>> Would it be possible to do 1 more quick 10 meeting so I can fully
>>>>>>> understand how the call process will go.
>>>>>>>
>>>>>>> Thanks,
>>>>>>>
>>>>>>> On Tue, Oct 10, 2023 at 9:26 AM Timothy Thomas <tt@thekey.com>
>>>>>>> wrote:
>>>>>>>
>>>>>>>> Hi Mark,
>>>>>>>>
>>>>>>>> Yes I believe we are all set. I'll let @Joey Taylor
>>>>>>>> <joey.taylor@thekey.com> make the final call.
>>>>>>>>
>>>>>>>> Thanks
>>>>>>>> Tim
>>>>>>>>
>>>>>>>> On Mon, Oct 9, 2023 at 12:12 PM Mark Warner <mark.warner@thekey.com>
>>>>>>>> wrote:
>>>>>>>>
>>>>>>>>> Hi all! Are we still on for tomorrow? If so, what time are we
>>>>>>>>> thinking we want to make the changes? I have received the Intake DIDs from
>>>>>>>>> the Call Center staff so I am ready to go. Below is a reminder of all the
>>>>>>>>> new Lead groups we created for the Call Center to get a hold of the
>>>>>>>>> appropriate folks. Thanks!
>>>>>>>>>
>>>>>>>>> *Calgary*
>>>>>>>>> Lead group: Calgary Lead Group (Frax) - x800017
>>>>>>>>> Direct #: 408-669-2156
>>>>>>>>> Fwds to: Calgary-Winnipeg On-Call - x800995
>>>>>>>>>
>>>>>>>>> *Vancouver*
>>>>>>>>> Lead group: Vancouver Lead Group (Frax) - x1530006
>>>>>>>>> Direct #: 408-642-6774
>>>>>>>>> Fwds to: West Vancouver On-Call - x1530995
>>>>>>>>>
>>>>>>>>> *Montreal*
>>>>>>>>> Lead Group: Montreal Lead Group (Frax) - x1070013
>>>>>>>>> Direct #: 408-669-5601
>>>>>>>>> Fwds to: Montreal English On-Call - x1070055
>>>>>>>>>
>>>>>>>>> *Ontario*
>>>>>>>>> Lead Group: Ontario Lead Group (Frax) - x1410004
>>>>>>>>> Direct Number: 408-709-3392
>>>>>>>>> Fwds to: Ontario On-Call - x1410995
>>>>>>>>>
>>>>>>>>> *Winnipeg*
>>>>>>>>> Lead Group: Winnipeg Lead Group (Frax) - x590003
>>>>>>>>> Direct #: 408-669-5940
>>>>>>>>> Fwds to: Calgary-Winnipeg On-Call - x800995
>>>>>>>>>
>>>>>>>>> On Thu, Oct 5, 2023 at 3:35 PM Timothy Thomas <tt@thekey.com>
>>>>>>>>> wrote:
>>>>>>>>>
>>>>>>>>>> Ok Tuesday it is!
>>>>>>>>>>
>>>>>>>>>> On Thu, Oct 5, 2023 at 4:29 PM Mark Warner <
>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>
>>>>>>>>>>> Sounds good! Thanks!
>>>>>>>>>>>
>>>>>>>>>>> On Thu, Oct 5, 2023 at 11:27 AM Gabrielle Wolfe <
>>>>>>>>>>> gwolfe@thekey.com> wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Let's shoot for Monday so we have some business days after
>>>>>>>>>>>> golive to make sure we have people available to address any issues.
>>>>>>>>>>>>
>>>>>>>>>>>> I'll send the DIDs shortly Mark.
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>
>>>>>>>>>>>> GW
>>>>>>>>>>>>
>>>>>>>>>>>> Gabrielle Wolfe
>>>>>>>>>>>> * Please note my email has changed: *
>>>>>>>>>>>> gwolfe@thekey.com
>>>>>>>>>>>> <https://brand.thekey.com/esg/gwolfe@thekey.com>
>>>>>>>>>>>> +1-360-502-3020
>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> On Thu, Oct 5, 2023 at 7:42 AM Mark Warner <
>>>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>>>
>>>>>>>>>>>>> Great! Once I have the DIDs from Gabrielle, that'll be the
>>>>>>>>>>>>> sign the Call Center is ready for your Intake calls. At that point, we'll
>>>>>>>>>>>>> set up a date/time when you'd like to actually implement.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Thu, Oct 5, 2023 at 9:33 AM Timothy Thomas <tt@thekey.com>
>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Yes that's correct Mark
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Thu, Oct 5, 2023 at 10:22 AM Mark Warner <
>>>>>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> I believe all I need are the DIDs. Thanks, Gabrielle!
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Timothy / Joey - Just for confirmation ... this is currently
>>>>>>>>>>>>>>> only for Closed hours and only on applicable English IVR menus, correct?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Calgary
>>>>>>>>>>>>>>> W. Vancouver
>>>>>>>>>>>>>>> Montreal
>>>>>>>>>>>>>>> Ontario
>>>>>>>>>>>>>>> Winnipeg
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Thu, Oct 5, 2023 at 7:45 AM Gabrielle Wolfe <
>>>>>>>>>>>>>>> gwolfe@thekey.com> wrote:
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> If you're talking about urgent after hours staffing,
>>>>>>>>>>>>>>>> potentially last week of October or first week of November. But we still
>>>>>>>>>>>>>>>> need to talk through the French piece.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> If you're talking about intakes, @Mark Warner
>>>>>>>>>>>>>>>> <mark.warner@thekey.com> where are we at on that in terms
>>>>>>>>>>>>>>>> of what you need to make the changes. DIDs from me and anything else?
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> GW
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Gabrielle Wolfe
>>>>>>>>>>>>>>>> * Please note my email has changed: *
>>>>>>>>>>>>>>>> gwolfe@thekey.com
>>>>>>>>>>>>>>>> <https://brand.thekey.com/esg/gwolfe@thekey.com>
>>>>>>>>>>>>>>>> +1-360-502-3020
>>>>>>>>>>>>>>>> TheKey.com <https://www.thekey.com/>
>>>>>>>>>>>>>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Wed, Oct 4, 2023 at 9:02 AM Timothy Thomas <
>>>>>>>>>>>>>>>> tt@thekey.com> wrote:
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Great.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Gabrielle I know you're busy with the Frax changes on the
>>>>>>>>>>>>>>>>> US side. When do you think we can launch After-hours / Weekends for Canada?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Wed, Oct 4, 2023 at 11:37 AM Joey Taylor <
>>>>>>>>>>>>>>>>> joey.taylor@thekey.com> wrote:
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Hey Mark,
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Sorry for the late reply. We have not received any more
>>>>>>>>>>>>>>>>>> errant calls on these numbers.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Thank you for making the changes,
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On Mon, Oct 2, 2023 at 10:18 AM Mark Warner <
>>>>>>>>>>>>>>>>>> mark.warner@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> I believe we are ready to go.
>>>>>>>>>>>>>>>>>>> Joey - have you received any more errant calls on any of
>>>>>>>>>>>>>>>>>>> those direct numbers we assigned/reassigned to the Lead groups?
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> On Mon, Oct 2, 2023 at 8:52 AM Timothy Thomas <
>>>>>>>>>>>>>>>>>>> tt@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Good morning,
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Following up on our Canadian launch for after hours. I
>>>>>>>>>>>>>>>>>>>> believe everything is set.
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> Thanks
>>>>>>>>>>>>>>>>>>>> Tim
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> On Tue, Sep 26, 2023 at 1:27 PM Timothy Thomas <
>>>>>>>>>>>>>>>>>>>> tt@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> The price book has been updated. Are we good to go?
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> On Mon, Sep 18, 2023 at 4:56 PM Gabrielle Wolfe <
>>>>>>>>>>>>>>>>>>>>> gwolfe@thekey.com> wrote:
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Canada 8x8 & Call Center Intakes
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Actions:
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Office main phone number/address - Tim/Joey to
>>>>>>>>>>>>>>>>>>>>>> Mark/Gabrielle
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Rates updated in SF - Tim/Joey, confirm once
>>>>>>>>>>>>>>>>>>>>>> completed (critical path, can go live once complete)
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> 5 ring groups for lead transfer that fail over to
>>>>>>>>>>>>>>>>>>>>>> office on-call - Mark
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> External #s for all 5 lead transfer groups and all 5
>>>>>>>>>>>>>>>>>>>>>> office on-call groups - Mark to Gabrielle
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> DID for auto attendants - Gabrielle to Mark
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Thanks!
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> GW
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Join with Google Meet
>>>>>>>>>>>>>>>>>>>>>> <https://meet.google.com/qev-odhv-onv?hs=224>
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> Meeting link
>>>>>>>>>>>>>>>>>>>>>> meet.google.com/qev-odhv-onv
>>>>>>>>>>>>>>>>>>>>>> <https://meet.google.com/qev-odhv-onv?hs=224>
>>>>>>>>>>>>>>>>>>>>>> Join by phone(US) +1 570-634-6161
>>>>>>>>>>>>>>>>>>>>>> <+1-570-634-6161%3B374164447%23>
>>>>>>>>>>>>>>>>>>>>>> PIN: 374164447
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>> More phone numbers
>>>>>>>>>>>>>>>>>>>>>> <https://tel.meet/qev-odhv-onv?pin=8302800115123&hs=0>
>>>>>>>>>>>>>>>>>>>>>> Canada 8x8 & Call Center Intakes
>>>>>>>>>>>>>>>>>>>>>> Monday Sep 18, 2023 ⋅ 1pm – 2pm (Pacific Time - Los
>>>>>>>>>>>>>>>>>>>>>> Angeles)
>>>>>>>>>>>>>>>>>>>>>> Guests
>>>>>>>>>>>>>>>>>>>>>> gwolfe@thekey.com - organizer
>>>>>>>>>>>>>>>>>>>>>> Timothy Thomas <tt@thekey.com>
>>>>>>>>>>>>>>>>>>>>>> mark.warner@thekey.com
>>>>>>>>>>>>>>>>>>>>>> joey.taylor@thekey.com
>>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Joey Taylor
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> *Regional Care Solutions Manager*
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> 514-907-5065
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> TheKey.ca <https://thekey.ca/>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> [image: TheKey]
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> --
>>>>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> --
>>>>>>>>>>>>>> Tim Thomas
>>>>>>>>>>>>>> Head of Canada Division
>>>>>>>>>>>>>> *Please note my email has changed:*
>>>>>>>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>>>>>>>> (514) 591-9387
>>>>>>>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> Tim Thomas
>>>>>>>> Head of Canada Division
>>>>>>>> *Please note my email has changed:*
>>>>>>>> tt@TheKey.com <tt@thekey.com>
>>>>>>>> (514) 591-9387
>>>>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> --
>>>>>>>
>>>>>>> Joey Taylor
>>>>>>>
>>>>>>> *Regional Care Solutions Manager*
>>>>>>>
>>>>>>> 514-907-5065
>>>>>>>
>>>>>>> TheKey.ca <https://thekey.ca/>
>>>>>>>
>>>>>>> [image: TheKey]
>>>>>>>
>>>>>>
>>>>>
>>>>> --
>>>>> Tim Thomas
>>>>> Head of Canada Division
>>>>> *Please note my email has changed:*
>>>>> tt@TheKey.com <tt@thekey.com>
>>>>> (514) 591-9387
>>>>> TheKey.ca <https://www.thekey.ca/>
>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>
>>>>
>>>
>>> --
>>>
>>> Joey Taylor
>>>
>>> *Regional Care Solutions Manager*
>>>
>>> 514-907-5065
>>>
>>> TheKey.ca <https://thekey.ca/>
>>>
>>> [image: TheKey]
>>>
>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>