Untitled Note

Caller Name: Natalie Callback Number: 8016711678 Verified Email: studiomanager0523@orangetheoryfit.com # of DLS: 3,176 InContact ID: 197873947128 User ID: 2240748020 Case #: 14910435 Account Verified: Y Admin/User: Issue: -xferred call from Mahdi (t1) -dropped calls when using the deskphones -all polycom phones are having the issue Troubleshooting: -the call disconnects in the middle of the call -cust internet connection is good -checked the QOS > all green Customer's preferred callback time (with timezone): until 1:00 pm Mountain time Problem: -issue just started today Background: -no changes made on the network Network details: ISP: Sparklight DOWNLOAD: 54.9 mbps UPLOAD: 7.9 mbps JITTER: 19 ms Session logs/samples (must have the complete details from the Admin tool’s session logs, if the call doesn’t register, indicate so along with the following: Calling Number: 12088959076 Called Number: 15622304702 Date/Time: 3/24/2022 9:20:17 AM UTC-07:00 Results: Call succeed Session logs: 2392757569019 ************************************************ Caller Name: Matthew RC #: 2069574188 Callback Number:2069574188 Verified Email: matthew.prichard@dobbstruckgroup.com # of DLS: 925 InContact ID: 197873983861 User ID: 3524652020 Case #: Account Verified: Y / ext 2288 Admin/User: Issue: -SIP service to know what could cause the problem -SIP Service Settings Troubleshooting: -asked cust for a more specific problem but not giving further info -sent email to cust with links to look for the sip settings of possible devices -cust did not confirm nor deny if provisioning a phone -cust asked if it goigng to be sip10 or sip20 > adv cust it depends on the location of the phone -asked for the make and model of the phone > cust refused and asked for manager ************************************************ Caller Name: Cain RC #: 19014552197 Callback Number: (901) 432-4162 Verified Email: ccarson@logicalsysinc.com # of DLS: 273 InContact ID: 197874016289 User ID: 2053153005 Case #: Account Verified: Y / ext 4162 Admin/User: Issue: -needs assistance in getting a number with area code 706 in Rossville, GA for 9640 Troubleshooting: -cust said he can see a phone number with area code 706 but it is in a different location -updated the location from Athens to Rossville through SCP -updated e911 addy to 92 HUNT DR, ROSSVILLE, GA, 30741, United States -case closed 760 Rosbell, GA 92 HUNT DR, ROSSVILLE, GA, 30741, United States ************************************************ Caller Name: Mike RC #: Callback Number: 503 546 0369 Verified Email: michael.cummings@murraysmith.us # of DLS: 381 InContact ID: 197874030249 User ID: 62423354006 Case #: 14911781 Account Verified: Y / ext 11400 Admin/User: Issue: -Polycom says "Line unregistered" Troubleshooting: -checked user ext 11104 > ext is not activated -adv cust to activate the ext -case closed SN: 64167F52E240 MODEL: Polycom VVX 311 Gigabit Ethernet Phone LINE: (503) 546-0347 ext 11104 ************************************************ Caller Name: Tino RC #: 17143326341 Callback Number: (714) 714-7845 Verified Email: tino.montemor@fbmsales.com # of DLS: 5,952 InContact ID: 197874082763 User ID: 1578452021 Case #: 14912196 Account Verified: Y / ext 20103 Admin/User: Issue: -paging group issue on ext 70 Troubleshooting: -xferred to Enterprise support page group 35551 Zac ************************************************ Caller Name: Sydney RC #: 18665425314 Callback Number: (979) 314-9731 Verified Email: sydney.polk@rolloinsurance.com # of DLS: 115 InContact ID: 197874100266 User ID: 2211728012 Case #: Account Verified: Y / ext 7087 Admin/User: Issue: -disable call queue group ext 7091 Troubleshooting: -deleted the custom rule for ext 7033 since the call queue group is associated to the custom rule -issue resolved > pls close the case ************************************************ Caller Name: Liam RC #: 12158541800 Callback Number: (267) 350-8603 Verified Email: liam.caine@jevs.org # of DLS: 491 InContact ID: 197874138022 User ID: Case #: Account Verified: Y / ext 8603 Admin/User: Issue: -Ext 8604 is unable to pickup the call for ext 8600. The presence looks like is setup to speed dialing Troubleshooting: -Assisted Liam in allowing ext 8604 to pickup the call on hold, ring the device when receives a call and answer call for ext 8600 -presence > permissions 8604 for 8600 ************************************************ Caller Name: Dawn Callback Number: 7329129005 Verified Email: Dawn.Anderson@teamnai.com # of DLS: 229 InContact ID: 197874148641 User ID: 455386028 Case #: Account Verified: Y / ext 102 Admin/User: Issue: -changing the user role for ext 31225 Troubleshooting: -asked cust to user another browser -Assisted cust in changing the standard role of ext 31225 to super admin -case closed 7329129005 ext 31225 Max ************************************************ Caller Name: Leneve email add: (541) 961-3104 Verified Email: Lkosmecki@farmersagent.com # of DLS: 1,160 InContact ID: 197874161575 User ID: 1940677027 Account Verified: Y Admin/User: Issue: -xferred call precious (billing) -portout inquiry Troubleshooting: -Assisted Leneve in getting the info needed in porting out -cust updated the name for ext 101 and the company addy ************************************************ Caller Name: Melanie RC #: 18439702888 Callback Number: 914 760 4320 Verified Email: melanienagy@visitingangels.com # of DLS: 292 InContact ID: 197874187356 User ID: 988905019 Case #: Account Verified: Y Admin/User: Issue: -call forwarding Troubleshooting: -call forwarding during business hours and after hours -did screen sharing -set up custom rule for external number of Melanie -did test call / all good -adv cust to toggle off the custom rule for her ext if she does not want to receive call after hours -case closed ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************