Untitled Note

Caller Name: Justin RC #: Callback Number: 5139068130 Verified Email: justin@go-veritas.com # of DLS: 16 InContact ID: 429294144236 User ID:2033094021 Case #: Account Verified: Y Issue: -xferred call from Akemi (sales) -phone provisioning to ext 150 Troubleshooting: -completed the order for ext 150 -swapped the phones thru admin portal > user phones > (513) 493-0724 ext 150 > inventory phones > SN 4825671B1442 -did test call -case closed LINE: (513) 493-0724 ext 150 SN: 4825671B1442 MODEL: Polycom VVX 350 Business IP Phone ************************************************ Caller Name: Karen RC #: 15022750035 Callback Number: (502) 767 4418 Verified Email: karen.luis@mandranh.com # of DLS: 5 InContact ID: 429294184878 User ID: 2248752020 Case #: Account Verified: Y Issue: -call forwarding Troubleshooting: -assisted cust in updating the security question through admin portal -did screen sharing -created ivr menu with key presses and same ivr prompts as the company greeting -did a test call -case closed ************************************************ Caller Name: Barry RC #: 16312345511 Callback Number: (631) 544-0759 Verified Email: barry@scva.org # of DLS: 16 InContact ID: 429294176258 User ID: 265116028 Case #: Account Verified: Y Issue: -presence is not allowing ext 224 to answer calls Troubleshooting: -admin portal > users > user extensions of the monitored ext through presence > permissions > added ext 224 under "Select users permitted to answer my calls" -did test call -case closed presence in not answering calls ext 224 ************************************************ Caller Name: Rhonda RC #: 18773020203 Callback Number: 877 302 0203 ext 1752 Verified Email: rachilles@dineleyclaimsservices.com # of DLS: 30 InContact ID: 429294238316 User ID: 2091889011 Case #: 16340913 Account Verified: Y Issue: -assign a phone number to ext 1199 Troubleshooting: -assigned the phone number (802) 732-9036 to ext 1199 thru admin portal -case closed Phone Number: (802) 732-9036 ************************************************ Caller Name: Wayne RC #: 14798023872 Callback Number: (479) 316-2329 Verified Email: waw84@hotmail.com # of DLS: 3 InContact ID: 429294268430 User ID: 168457022 Case #: Account Verified: Y Issue: -call logs show that ext 105 missed a call when someone actually answered the c all in behalf of ext 105 Troubleshooting: -forwarded all calls of ext 105 to call queue group ext 889 -forwarded the missed calls of ext 105 to voicemail of ext 101 -removed ext 105 from all of the call forwarding groups and settings -did test call -keep case open for cust testing -will call cust back tomorrow (479) 316-2199 cb #: (423) 208-0179 cb icid: 429294342184 -spoke with Dr. Stella / Maria (410) 387-5311 -changed the call handling of the user extensions / created custom rule for the main number to ring a ring group / set call handling for the users to ring only their the ext not all did test call -case closed - 103 Phone Number: (410) 265-0023 (410) 387-5311 sud@amazingcarehha.com ************************************************ Caller Name: Zach RC #: Callback Number: (352) 514-7830 Verified Email: carrsmith@carrsmith.com # of DLS: 8 InContact ID: 429399540401 User ID: 825538020 Case #: Account Verified: Y Issue: -xferred call from Rocky (sales) -add a user ext -call forwarding Troubleshooting: -cust added ext 108 from unassigned ext -forwarded calls of ext 107 to external number (352) 514-7830 -provisioned the Yealink W52P Cordless Phone with 1 Handset TO EXT 108 MAC: 0015658D6BF9 MODEL: Yealink W52P Cordless Phone with 1 Handset -created a custom rule to forward all calls of main number to ext 1 going to an external -turned off the press 1 prompt in forwarding calls to external number -did test calls -case closed 3711 SW 42ND AVE STE 5, GAINESVILLE, FL, 32608 Phone Number: (352) 378-7830 ************************************************ Caller Name: Amy RC #: 12488470031 Callback Number: (971) 803-1503 Verified Email: Amy.Long@evolvetelemed.com # of DLS: 11 InContact ID: 429399587348 User ID: 2978609020 Case #: Account Verified: Y / ext 125 Issue: -activate newly added ext Troubleshooting: -ext 506 is already disabled -walked thru cust in resendingthe email invite -omitted the fax cover page on ext 123 ************************************************ # of DLS: 3 InContact ID: 429399622535 User ID:211441041 Case #: Account Verified: Y Issue: -consultation call from Lina (sales) -unable to send sms Troubleshooting: -adv rep that the ccp has not been charge / card was declined unable to send sms ************************************************ InContact ID: 429399634390 Issue: -consultation call from Lia (sales) -sms bundle inquiry Troubleshooting: -adv rep that the sms bundle is for inbound and outbound sms and mms ************************************************ Caller Name: Jeremy RC #: Callback Number: (720) 548-6830 Verified Email: # of DLS: 1 InContact ID: 429399649519 User ID: 696900040 Case #: Account Verified: Y Issue: -call from Johnel (cert) -block spam calls / robocalls Troubleshooting: -blocked robocalls through admin portal > users > ext 101 > Screening, Greeting