Hi All,
It is an odd occurrence that the system would just direct to the answering
service before calling your users but I do think that part of the reason
that may be exacerbating this issue is choosing to have the call pattern be
sequential instead of simultaneous. I would say that 95% of our locations
have a simultaneous ring group set-up instead of sequential which allows
more folks more opportunities and a longer duration of ring-time to answer
a call.
Sequential Ring Groups - how your calls are dictated now allows for each
call to ring for only 15 seconds to only 1 user before ringing to the next
person. Due to connection issues, it sometimes may take longer for a call
to ring through when it has to cycle through 4 people so let's say Taneshia
has a bad wifi connection on her cell phone as was discussed on another
thread, the timer for her to be called is 15 seconds but if it takes 5
seconds due to bad wifi connection to even go through to her device, by the
time her app is activated, she may only receive 10 seconds (or 2 rings)
worth of call time before moving on to the next user or the answering
service.
Simultaneous Ring Groups - how most of our offices set their ring groups
allow for calls to ring for 25 seconds to ALL users so all users have
longer time period to pick up so if one person's connection is poor,
another user with potentially a more stable internet connection will be
able to pick up.
Let me know if you want to try out the simultaneous ring groups to see if
that provides for a better opportunity for users to pick up calls.
For us to investigate any call issues that you may have, please always
provide us the approximate date/time (and caller number if you have it) for
each incoming call so we can properly track what happened, otherwise we
can't properly diagnose your issues without more specific calls to look
into. If you can provide that information, perhaps from call logs on your
answering service, Cheryl, or in your call log of when you tried out those
calls, Taneshia, we can try to look into it further.
On Wed, Jul 27, 2022 at 3:02 PM Taneshia Persaud <
taneshia.persaud@thekey.com> wrote:
> Today I noticed there were a few calls that literally rang twice and by
> the time I answered, the call ended. Not sure if the caller hung up or if
> it went straight to the answering service? Some of the calls on 8x8 now
> have the caller ID, but not all of them; this one did not.
>
> Last week when the phones were extremely slow, I called 416-855-2333 from
> my personal cell phone, and when I clicked the leads option, it went
> straight to the answering service without ringing once! 8x8 on my work cell
> or my laptop did not ring, and the HCA TO team were all green (available),
> so I believe it should have gone to them before going to the answering
> service.
>
>
> Taneshia Persaud, RPN, GCP | General Manager and (Interim) Clinical Care
> Manager
>
> Mavencare and Home Care Assistance (HCA)
> 70 Richmond St. E, #200 | Toronto, ON M5C 1N8
> Office: 416-855-2333 》press #2, then #2 again
> Cell: 647-406-9253
> taneshia.persaud@thekey.com
> www.torontohomecareassistance.ca
>
> On Wed., Jul. 27, 2022, 5:47 p.m. Cheryl Cartwright, <
> ccartwright@thekey.com> wrote:
>
>> Hi All,
>>
>> We seem to be missing a lot of calls they are being filtered to the
>> service without even coming our way. Ove the last two days I have received
>> messages from the service from calls that never even came to me.
>>
>> I hate the service is there first point of contact unless absolutely
>> necessary but it seems more calls are being filtered to them before we are
>> even getting them or not having enough time to answer them.
>>
>> Any advice or thoughts Isabelle?
>>
>> Cheryl
>>
>