deleted-U05CTUBCP7E
2024-01-26 11:56:16

Good morning Ryan. The TIP agents are having issues with the BCL voicemail when they attempt to transfer a call. They played the voicemail for, and it's my voice, however, there is no beep, no menu, and no option to leave a message. Just my voice playing on repeat. The number that they're using is . Let's get this fixed ASAP. Thank you.

Ryan (ryan@themedialab.agency)
2024-01-26 13:26:05

@deleted-U05CTUBCP7E, got time to chat on this real quick?

deleted-U05CTUBCP7E
2024-01-26 13:48:14

Here is an updated voicemail.

Voicemail recording
Ryan (ryan@themedialab.agency)
2024-01-26 14:01:34

Loaded, want to test again.

deleted-U05CTUBCP7E
2024-01-26 14:05:50

Yep

deleted-U05CTUBCP7E
2024-01-26 14:06:56

Sounds good, thank you

Ryan (ryan@themedialab.agency)
2024-01-26 14:17:37

You are welcome.

deleted-U05CTUBCP7E
2024-01-30 13:10:44

Good morning @Ryan @Andy Rogers Quick update: we are planning to terminate Niki today. Unfortunately, she is not working out. Jon and I are working to ensure her access to specific systems is restricted. Ryan can you ensure her access to CTM and Slack is restricted at 12 PM PST? No sooner because she is still currently working. Let me know if you have any questions. Thank you.

Ryan (ryan@themedialab.agency)
2024-01-30 14:06:45

I will block her account now.

deleted-U05CTUBCP7E
2024-01-30 14:07:52

Thank you!

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-01-30 14:21:45

Also, I heard you were sick, so thank you for taking time to do this. It's just a necessary part of letting people go.

Ryan (ryan@themedialab.agency)
2024-01-30 14:23:19

No problem, sorry she did not workout.

deleted-U05CTUBCP7E
2024-01-31 15:01:17

No rush, but when you get a chance can you also remove Niki from the BCL workspace? Thx.

Ryan (ryan@themedialab.agency)
2024-01-31 16:02:01

You mean your Microsoft or Slack?

deleted-U05CTUBCP7E
2024-01-31 16:20:45

Slack

deleted-U05CTUBCP7E
2024-01-31 16:32:01

Does TIP have the info for the handling firm in the Rite-aid cases so they can send signed cases there?

Andrews Thorton Marco Galindez - marco@andrewsthornton.com Taylor Wall - twall@andrewsthornton.com

Ryan (ryan@themedialab.agency)
2024-01-31 17:34:01

Just these 3 from handling firm?

Ryan (ryan@themedialab.agency)
2024-01-31 17:34:55

Excuse me, tjust these two?

deleted-U05CTUBCP7E
2024-01-31 17:35:09

Yep, those are the names Jon sent me.

👏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-02-08 14:07:29

Good afternoon @Ryan. Quick question, the calls in CTM that have the source "General Footer Contact Form- form Lead Tracking Source" are they routed to TIP?

Ryan (ryan@themedialab.agency)
2024-02-08 14:13:35

Hello. Those are sent to P&M. The General Footer, Sidebar, Contact Us.

deleted-U05CTUBCP7E
2024-02-08 14:14:10

Okay, thank you. I just wanted to make sure it was nothing my team was overlooking.

Ryan (ryan@themedialab.agency)
2024-02-08 14:14:39

No problem. The overwhelming majority of leads come in from those general inquiry forms that go to P&M.

👍:skin_tone_6: deleted-U05CTUBCP7E
deleted-U05CTUBCP7E
2024-02-11 22:37:46

Good evening, @Ryan. At some point tomorrow, can you make an account in CTM for Mario Jones? He will be our newest call manager and is starting tomorrow. I will also send you the names of the new team members we’re adding who need CTM accounts. Thank you.

Ryan (ryan@themedialab.agency)
2024-02-11 22:45:07

No problem, please send me their emails

deleted-U05CTUBCP7E
2024-02-11 22:47:08

That's right, I forgot you need emails. 🤦‍♀️:skintone6: they're not set up yet. Okay let me get with Jon on the timing for those and get back to you. Thank you.

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-02-13 11:27:06

Good morning @Ryan. So the email for Mario Jones is Mario@bencrump.com. We also have some more people starting in the coming weeks. I will send you their information once they officially start. Thank you!

Ryan (ryan@themedialab.agency)
2024-02-13 11:45:35

@deleted-U05CTUBCP7E, yes, will set him up as 2nd call manager on both the Reception Queue with Brittany

Ryan (ryan@themedialab.agency)
2024-02-13 11:51:41

@deleted-U05CTUBCP7E, Mario's user invite has been sent.

Ryan (ryan@themedialab.agency)
2024-02-13 12:01:56

@deleted-U05CTUBCP7E, the queues have Mario added to them. He is setup to receive 725 public inbound and the 888 TIP case review inbound calls now. Please test with him. Let us know if you have any issues or questions.

deleted-U05CTUBCP7E
2024-02-19 12:08:41

@Ryan @Andy Rogers Ryan can you please give me a call ASAP? Thank you.

deleted-U05CTUBCP7E
2024-02-19 13:27:26

Hey @Ryan, so here is what specifically I need assistance with:

1) a CTM account for the newest Paralegal Christine Hodges Christine@bencrump.com 2) a CTM account for the newest Paralegal Shaina Zepeda, Shaina@bencrump.com 3) Brittany is no longer receiving CTM voicemails to her email. Can you troubleshoot this?

Ryan (ryan@themedialab.agency)
2024-02-19 13:33:20

Yes, yes and yes!

Ryan (ryan@themedialab.agency)
2024-02-19 13:48:35

@deleted-U05CTUBCP7E, update on #3

3) Brittany and Mario are both included on a Notification that for any activity that is tagged Voicemail, send email.

Ryan (ryan@themedialab.agency)
2024-02-19 13:50:35

Settings in CTM. Note we auto-tag all "voicemail" from the Paralegal Call Queue and Voice Menu, so that's how this works.

image.png
image.png
image.png
Ryan (ryan@themedialab.agency)
2024-02-19 13:51:02

Brittany stopped receiving them because before when it was JUST her, her routing for 725 was directly too her user-agent, not the call reception queue.

deleted-U05CTUBCP7E
2024-02-19 13:51:33

Hey Ryan, sorry, Brittany has alerted me to additional problems. Whenever Mario attempts to answer a call, the call drops. And the 725 number that routes directly to Brittany isn't appearing in her options as an outbound number.

Ryan (ryan@themedialab.agency)
2024-02-19 13:52:07

Which number? 725 for mario?

Ryan (ryan@themedialab.agency)
2024-02-19 13:53:33

@deleted-U05CTUBCP7E, tell Mario and Brittany to have their soft phone online and ready for testing please

deleted-U05CTUBCP7E
2024-02-19 13:54:02

Okay they're ready

deleted-U05CTUBCP7E
2024-02-19 13:54:32

And yes the 725 number should route to Brittany and Mario. But we're also adding a new call manager on monday as well.

Ryan (ryan@themedialab.agency)
2024-02-19 13:57:10

Mind hoping on before we start

deleted-U05CTUBCP7E
2024-02-19 13:58:37

okay coming

Ryan (ryan@themedialab.agency)
2024-02-19 13:58:47

🙂

Ryan (ryan@themedialab.agency)
2024-02-19 14:11:23

@deleted-U05CTUBCP7E Call Manager 2-19-24 CTM Config video: https://www.loom.com/share/00928b71a5df463380673f2dbea98a15

Ryan (ryan@themedialab.agency)
2024-02-19 14:26:57

Shaina and Christine are now Paralegal users in CTM @deleted-U05CTUBCP7E

deleted-U05CTUBCP7E
2024-02-19 14:29:42

Great, thank you!

deleted-U05CTUBCP7E
2024-02-26 12:13:04

Good morning @Ryan, we have a new call manager Trisha Donnelly. Can you get her set up in CTM. Her email is Trisha@bencrump.com

Ryan (ryan@themedialab.agency)
2024-02-26 12:40:53

@deleted-U05CTUBCP7E, yes. Will setup now.

deleted-U05CTUBCP7E
2024-02-26 12:50:20

Thank you!

Ryan (ryan@themedialab.agency)
2024-02-26 13:19:55

Her user is setup, her invite is in her inbox, she is in queue when ready to make her available.

deleted-U05CTUBCP7E
2024-02-26 13:32:22

Thank you!

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-02-29 12:58:48

@Ryan Good morning, is it possible to set up extensions for team members in CTM?

Ryan (ryan@themedialab.agency)
2024-02-29 13:10:52

@deleted-U05CTUBCP7E, we'll look into this. Stay tuned.

deleted-U05CTUBCP7E
2024-02-29 13:22:30

thank you!

deleted-U05CTUBCP7E
2024-03-01 13:53:06

Good morning @Ryan. We have another CTM issue. Yesterday Joe Santana attempted to fix the 'hold' feature issue that the Call Managers were having. However, today we noticed Mario's 'hold' feature wasn't working. But now a bigger problem has appeared, I don't know if it's connected to what happened yesterday. But now when the Call Managers hit 'answer' to answer a call, it sends the call to voicemail and says that another agent has answered the call when that's not the case. It also then puts the Call Manager in "unavailable status.' Additionally, this is only happening on calls the Call Managers try to answer and not the Paralegals.

Ryan (ryan@themedialab.agency)
2024-03-01 13:56:02

@deleted-U05CTUBCP7E , I am aware and have my BLX team getting TIP , CTM support and Joe to address.

deleted-U05CTUBCP7E
2024-03-01 13:56:15

Okay, thank you

Ryan (ryan@themedialab.agency)
2024-03-01 14:39:17

Glad it’s working.

deleted-U05CTUBCP7E
2024-03-01 14:45:02

Thx! It seems to be working now.

😎 Ryan
deleted-U05CTUBCP7E
2024-03-05 17:32:28

Hi @Ryan just an update. The text feature in CTM has stopped working. We've tried sending texts but they're not coming through in CTM.

Ryan (ryan@themedialab.agency)
2024-03-05 17:34:20

Follow Joe Santana’s lead, it sounds like we’re gonna move off of it for your phone routing system.

deleted-U05CTUBCP7E
2024-03-07 13:48:15

Hey @Ryan is there a way you can change the logo for this workspace to something with BCL and Vegas? I have two work spaces with Ben Crump and it's just confusing having to remember which one is which. Thank you!

Ryan (ryan@themedialab.agency)
2024-03-07 13:55:18

In Slack?

deleted-U05CTUBCP7E
2024-03-07 13:55:41

Yes

Ryan (ryan@themedialab.agency)
2024-03-07 13:56:24

I’m not the Slack Workspace Admin, maybe ask Jon who is?

deleted-U05CTUBCP7E
2024-03-07 13:56:44

Oh, I thought you were. Nvm, I'll ask Jon.

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-03-12 10:13:45

Good morning Ryan. Can you set up a new CTM account for our newest team member Reann Rodriguez-Santillan. Her email is reann@bencrump.com. Thank you!

Ryan (ryan@themedialab.agency)
2024-03-12 10:20:21

@deleted-U05CTUBCP7E, is she a Call Manager or Paralegal?

deleted-U05CTUBCP7E
2024-03-12 10:25:53

Paralegal

Ryan (ryan@themedialab.agency)
2024-03-12 10:29:43

She's been added and invited.

Ryan (ryan@themedialab.agency)
2024-03-12 10:29:50

Please have her test her system.

deleted-U05CTUBCP7E
2024-03-12 10:33:48

Okay, when I get into the office I'll have her test it.

Ryan (ryan@themedialab.agency)
2024-03-12 10:43:36

Ty

deleted-U05CTUBCP7E
2024-03-12 14:57:47

@Ryan sorry for this, but can you delete the CTM account for Reann. Some new information came out and today will be her last day.

Ryan (ryan@themedialab.agency)
2024-03-12 15:28:56

Will do!

deleted-U05CTUBCP7E
2024-04-09 16:46:02

Hi Ryan, we have a new paralegal starting on Monday. Can you get her CTM account set up? Her email is Cynthia Yabarra (cythia@bencrump.com).

✅ Ryan
Ryan (ryan@themedialab.agency)
2024-04-09 16:46:18

Yes!

deleted-U05CTUBCP7E
2024-04-09 17:02:38

Thank you

Ryan (ryan@themedialab.agency)
2024-04-10 17:01:30

She is setup in CTM @deleted-U05CTUBCP7E

deleted-U05CTUBCP7E
2024-04-10 17:11:26

Perfect, thank you!

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-04-16 11:31:32

Good morning @Ryan for Cynthia we don't have a password so she's not able to log into CTM.

Ryan (ryan@themedialab.agency)
2024-04-16 11:54:56

@deleted-U05CTUBCP7E, when she gets into her email, she clicks the invite from CTM and setups a password, but I sent a reset email just now.

image.png
deleted-U05CTUBCP7E
2024-04-16 11:59:43

So she's not received anything in her email from CTM. I'll give it a few minutes to see if it comes through.

Ryan (ryan@themedialab.agency)
2024-04-16 12:00:26

Double check the email you sent, I’ve been her name is misspelled

deleted-U05CTUBCP7E
2024-04-16 12:34:38

Oh gosh you're right, it was. Her email is cynthia@bencrump.com. I misspelled her name.

Ryan (ryan@themedialab.agency)
2024-04-16 12:35:24

Updated, welcome email resent.

deleted-U05CTUBCP7E
2024-04-16 12:48:49

Thx!

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-04-23 14:13:38

Good morning @Ryan I'm still getting emails from Ryan Harvin from CTM at ryan.harvin@calltrackingmetrics.com. Can you inform him that we will not be continuing with their service?

Ryan (ryan@themedialab.agency)
2024-04-23 14:22:51

Sure

Ryan (ryan@themedialab.agency)
2024-04-23 14:27:19

Done

deleted-U05CTUBCP7E
2024-04-23 14:45:04

Thank you

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-05-23 14:12:42

Hi @Ryan do you know where the number routes?

deleted-U05CTUBCP7E
2024-07-31 13:03:32

Good morning @Ryan. Question, the new social media person in the office named Melanie (I don't know if you're aware of her), is she going to be working on any BCL projects?

Ryan (ryan@themedialab.agency)
2024-07-31 13:04:52

@deleted-U05CTUBCP7E, Cameron has a plan for her to lead up new staff that will be assigned to each of our strategic law firm partners like yourself and others.

deleted-U05CTUBCP7E
2024-07-31 13:08:12

Okay, I was introduced to her this morning by Julie and and we were talking about social media and Uzi and I didn't know if it would be a good idea to connect her with Uzi.

Ryan (ryan@themedialab.agency)
2024-07-31 13:09:36

I think we can hold off for now, she is handling Shield social media across the hundreds of white label brands we use and I'll work with her to focus more on a content and search engine optimization and analytics.

deleted-U05CTUBCP7E
2024-07-31 13:11:39

Sounds good, thank you!

🙏:skin_tone_4: Ryan
deleted-U05CTUBCP7E
2024-10-07 15:36:40

Good afternoon @Ryan. Brendan Chandonnet, our new Director of Mass Tors, needs a number to give university presidents for the HBCU insulin case that routes to the Vegas team. Can you get this set up?

Additionally, can you me, Latoya, and Uzi set up a quick meeting to go over the BCL navigation because it's getting pretty crowded on the website home screen.

Ryan (ryan@themedialab.agency)
2024-10-07 15:50:37

@deleted-U05CTUBCP7E , LaToya started the nav-bar last week. We’ll send new version ASAP.

Ryan (ryan@themedialab.agency)
2024-10-07 15:50:50

I’ll get the number

deleted-U05CTUBCP7E
2024-10-07 16:01:47

Thank you!

Ryan (ryan@themedialab.agency)
2024-10-07 16:28:52

Here is the HBCU number @deleted-U05CTUBCP7E:

deleted-U05CTUBCP7E
2024-10-07 16:40:00

Thank you!

deleted-U05CTUBCP7E
2025-05-21 12:44:59

Good afternoon Ryan. A number for the Houston cancer cluster case was set up recently, . However, this morning we encountered an issue with the number. Management wanted a count of how many calls came in to the number but the call center was unable to filter the incoming calls by the number.

After speaking to Megan on the inbound team and Christian Rogers and doing some trial and error, they realized that when people called into , on the call center side it would only show up in the call log as someone calling the generic BCL number. Is there someway to fix this so that the call center call logs show as the number people people are calling into.

Ryan (ryan@themedialab.agency)
2025-05-22 09:16:27

@deleted-U05CTUBCP7E , where did that 713 number generate from? Five9? I can look into this ASAP but I’m PTO. Is it urgent?

deleted-U05CTUBCP7E
2025-05-22 11:16:24

Uzi had Latoya set it up for the Houston cancer cluster case

Ryan (ryan@themedialab.agency)
2025-05-22 12:15:25

Ty!

deleted-U05CTUBCP7E
2025-06-05 13:58:13

Good afternoon @Ryan, do you have any record of a number being set up for the Wood Pellet cases back in February. ELG emailed us today sayign that client's are calling the number but it's not working and so I'm not sure if David set up this number through Connex and when we switched to Five9 a new number was never established,.

Ryan (ryan@themedialab.agency)
2025-06-05 16:15:51

That is not a number in your call routing software, ask Nick Ward to check in Five9 possibly:

image.png
deleted-U05CTUBCP7E
2025-06-05 16:17:58

I had Christian check Five9 this morning and he couldn't find the number. That's why I think it was set up by David Kessler through Connex, and once he left a new number wasn't created.

Ryan (ryan@themedialab.agency)
2025-06-05 16:30:05

Ask Nick Ward to see if that was in Connex and can transfer out. He handled the relationship for call center.

deleted-U05CTUBCP7E
2025-06-05 16:32:16

Will do, thx!

Ryan (ryan@themedialab.agency)
2025-06-05 16:35:50

You are welcome

deleted-U05CTUBCP7E
2025-06-25 16:47:23

Hey Ryan, are you the admin for this BCL workspace? If so, is there a way for me to also be made an admin?

Ryan (ryan@themedialab.agency)
2025-06-25 16:58:23

I am not, most like Joe, he’s IT leader

👍:skin_tone_6: deleted-U05CTUBCP7E
deleted-U05CTUBCP7E
2025-06-25 16:58:48

Got it, thank you, I'll check with him!

😎 Ryan