Untitled Note

Incontact ID:457281068037 RC#: 8003047030 User ID: 160328029 Caller Name: Giselle Charles (Super Admin) Email: billing@scottsmedsupply.com number of dl's : 1 Callback Number: 7709067299 Account Verified: Y Admin/User: 101 Issue: wants to set the holiday and check the custom rule Troubleshooting: * edit rule for number 5615716657 *edit the rule for Christmas test call/ all good ///////////////////////////////////////////////////////////////////////////// Incontact ID: 457281158420 RC#:7064348113 User ID: 55664497 Caller Name: Jamie perry Email: jaime@sfmnow.com Callback Number:7064348113 Account Verified: Y Admin/User:102 DL: 3 Issue: *on RC app on cx wants to see upcoming meeting/ its only showing about a week * cx wants to see the upcoming meetings because they want to edit it Troubleshooting: tried to check the information but the call was dc// called back OB 457281238392/ vm 457281201880/ vm 457281241494/ Vm ////////////////////////////////// Incontact ID: 457281270879 RC#:7145594971 User ID: 62413262012 Caller Name: timothy Email: timothychin@benq.com Callback Number: 7145594971 Account Verified: Y Admin/User: 6171 Issue: wants to downloads app for ring central contact center Troubleshooting: connect to contact center transfer to Dante ////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457281299985 RC#: 7082776633 User ID: 63039890008 Caller Name: Tina Petkovic Email: tina@novafreightllc.net Callback Number: 8478058384 Account Verified: Y Admin/User: 111 number of Dl's: 13 Issue: set up new phone ext/ activate *called Vlad for super admin/ verified the account *wants to activate the users for ext 111,103 and 107 Troubleshooting : *send an email invite for the users * phones are associated with the other user // tried to inform cx but the call was dc // *called back but unable to reach the cx * phones came from a different company trying to transfer to Nova freight IN contact : 457281445779 unable to reach cx 457281445033 unable to reach cx ******************************************* "Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: " ************************************************************** Troubleshooting: ////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282012829 RC#: 2142957264 User ID: 63028306008 Caller Name: Karina Email: clientcare@karenaburgess.com Callback Number: 2142957264 Account Verified: Y Admin/User: 101 number of Dl's: 1 Issue: sms issue ,, can't receive and send text = case under 16917194 / send tcr form last 12 Troubleshooting: *sms is still disable *based on the request there is no opt in / out information *advised to cx to fill up the form and send it again //////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282045675 RC#:9545806111 User ID: 62886078008 Caller Name: Mike Young Email: realtystatewide@aol.com Callback Number: 9546093442 Account Verified: Y/N Admin/User: Y number of Dl's: 1 Issue: cx said that that its taking time to send fax asking for how he is paying it/ Troubleshooting: * provided cx that the fax was sent *Inform cx that he was paying with visa *cx is in a hurry / unable to do temp check called back : IC 457282366285,, IC 457282371829 / cx said all good //////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282075643 RC#: 9804432554 User ID: 639126048 Caller Name: Raj Popat Email: narrowpathhomes@gmail.com Callback Number: 2248047011 Account Verified: Y Admin/User: 103 number of Dl's: 2 1 (224) 8047011/ same number was on the caller id Issue: error when doing call out sorry you can call external number sample number that was called : 6152439284 Troubleshooting: *ask a screenshot for the error and the sample numbers *cx will have a meeting and will be available for the next 15 mins //////////////////////////////////////////////////// Incontact ID: 457282104067 RC#: 5733644050 User ID:639126048 Caller Name: vivian Email: vivian@inv-rel.com Callback Number:5734586566 Account Verified: Y Admin/User: 1214 number of Dl's: 32 Issue: *setting up key presses *add to the key presses * press 0 to hear Troubleshooting:higher dl / transfer jenney // 17041648 ////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282140329 RC#: 8006158111 User ID:1577291020 Caller Name: shaun Email: sbovy@insightscreening.com Callback Number: 9515445436 Account Verified: Y Admin/User: 101 number of Dl's: 9 Issue: open case 16867004 *asking for account manager from the US // *no response Troubleshooting: tried to call the sales for consultation // IC457282191825, IC457282189941 *spoke to ivan *take over by Jhun Opena UID: 1577291020 CIF: T1 case: 16865841 //////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282208101 RC#: 6307577655 User ID: 559161048 Caller Name: peter radak Email: radak@ariesfreightgroup.com Callback Number: 7742161207 Account Verified: Y/N Admin/User: 301 number of Dl's: 12 Issue: voice recording wants to be on for all users tried to check the account // cx is on a meeting now and can't continue with the ts call back IC 457282241960 IC 457282244393 Troubleshooting: not able to continue with the ts //////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457282246925 RC#: 9287768870 User ID: 665653020 Caller Name: Michael Email: mjkclein@lanebrothers.com Callback Number: 9287106906 Account Verified: Y Admin/User: 6 number of Dl's:5 Issue: delay voicemail notification for ext 7 couple / intermittent Troubleshooting: *tried to check setting and explain how the voicemail is being routed * cx said that they will figured it out and hang up call ///////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457403853522 RC#: 2409139546 User ID: 2496255015 Caller Name: Hugh Romney Email: romhug@verizon.net Callback Number: 2022703494 Account Verified: Y/N Admin/User: admin number of Dl's: 5 Issue: wants to forwards calls to external number 3014907897 Troubleshooting: *assisted the cx on how to do it *walkthrough customer to create custom rule for during hours test ok/ all good //////////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457403911827 RC#: 6106781015 User ID: n/a Caller Name: Scott Email: n/a Callback Number: 6106781015 Account Verified: n/a Admin/User:n/a number of Dl's: n/a Issue: asking for call back Troubleshooting: n/a ///////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457403915503 RC#: 6572574027 User ID: 190766049 Caller Name: Isabel Email: iavalos@uremet.com Callback Number: 6572574027 Account Verified: Y Admin/User: 301 number of Dl's: 22 Issue: has issue with the call forwarding / it does not work as it should be Troubleshooting: higher dl / transfer ryan //////////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: 457403935040 RC#: 7039884142 User ID: 1578735020 Caller Name: Brenda Email: jtakemoto@nova-arthritis.com Callback Number: 5712338732 Account Verified: Y/N Admin/User: 3 number of Dl's: 3 5 Issue: rey *wants to set main = greeting and prompts // depending what ext / and call need to be routed to extensions set lunch break *after hours *for holiday Trouble shooting : cx is trying to add call ques and message only extension in long call/ SME Jhun take over the call ******************************** patience called > difference call > 1,2,3,4,5> lunch time extension call some automated message and the potentia greeting firets and which extension needs to press then direct to a que . Main number >prompt Call queue will ring ext 1-5 > Troubleshooting: /////////////////////////////////////////////////////////////////////////////////////////// Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: number of Dl's: Issue: Troubleshooting: /////////////////////////////////////////////////////////////////////////////////////