Untitled Note

For Deborah | connecting desk phone to RC app - Assisted by Jam Case ID: 16922950 Incontact ID: 456781913009 RC#: 7817306274 User ID: 232536027 # of DLs: 269 Caller Name: DeBorah Seeney Email: deborah.butts@joingroups.com Callback Number: 2679793589 Account Verified: Y - ext 90014 Admin/User: user Issue: - issue connecting desk phone to the RC app - transfer to higher DL - transfer call to Niko - checked that the account is contact center - transfer call to CC - rep : Pam Troubleshooting: **************************************** For | - Assisted by Jam Case ID: 16917910 Incontact ID: 456781925703 RC#: 1 (775) 3603959 User ID: 2401477036 # of DLs: 4,425 Caller Name: Arissa Email: arissa.moore@cioxhealth.com Callback Number: 7276238027 Account Verified: Admin/User: Issue: - calling about the status of the open ticket - case ID : 16917910 - checked that it is contact center account - transfer call to CC : rep - EJ - invalid transfer - account is under Enterprise Dep - transfer call to Enterprise : rep : Troubleshooting: enterprise **************************************** For Alexandra | TFN not working - Assisted by Jam Case ID: 16923392 Incontact ID: 456781948154 RC#: 8666268813 User ID: 299729030 # of DLs: 6 Caller Name: Alexandra Floyd Email: floyd@furgiuelelaw.com Callback Number: 8076213263 Account Verified: Y Admin/User: admin Issue: - issue with TFN which is the main number : (866) 626-8813 - when someone calls the number, they just get a busy tone Troubleshooting: - did test call with the affected number - "We are experiencing a technical problem. Please try your call later. Thank you for calling. Goodbye!" - checked the call routing for the affected number - call being forwarded to IVR Menu 1001 - checked the IVR menu 1001 - prompt is not set up properly - advised customer to re-upload the file - customer said that she need record another prompt again because it says the ext number instead of key press - need to disconnect the call for her to be able to record - advised to CB for test resolution - **************************************** For Jim | Log in issue - Assisted by Jam Case ID: 16923860 Incontact ID: 456781982210 RC#: 9703153401 User ID: 179610037 # of DLs: 38 Caller Name: Jim Spinello Email: jspinello@ifscapital.com Callback Number: 3106502798 Account Verified: Y Admin/User: admin Issue: - having trouble logging in on the RC phone app - database is inaccessible error message - mentioned that he already called before with the same issue - previous rep provide him a workaround thru e-mail - however it is for MAC and not for Windows - higher DL account - transfer call to HDL - agent's name : Rick Troubleshooting: **************************************** For Greg | Download App - Assisted by Jam Case ID: 16924035 Incontact ID: 456782002251 RC#: 7724031256 User ID: 63090266028 # of DLs: 1 Caller Name: Greg ory Luelle Email: greg@uleins.com Callback Number: 7724031256 Account Verified: Y Admin/User: admin Issue: - have an icon that brings him right to text message - just wants to download the same app on other PC Troubleshooting: - provide customer instruction to customer how to download app on his desktop - customer understood - checked if there's any pending payment on the account - checked that all are good in his account - no other issues - case closed **************************************** For Patrice | SMS issue - Assisted by Jam Case ID: Incontact ID: 456782034086 RC#: 1 (800) 8396092 User ID: 234454048 # of DLs: 1 Caller Name: Patrice Marcelle Email: inquiry@fiamefatale.com | patricewhite194@gmail.com Callback Number: 9294983295 Account Verified: Y Admin/User: admin Issue: - issue in sending and receiving SMS - some texts are affected - mentioned that she need to give her personal number to her customers just for business to keep going - customer is really upset because the issue is still not resolved - existing open ticket 16763416 - checked if the customer already submitted the TCR form to register her number - upset that no one reach out to her to inform her that the form was rejected - inform customer that it got rejected because of the opt in and opt - assist customer how to fill out the TCR form - sent e-mail to customer the link where she can upload the form - asking discount for the inconvenience - requested to send an e-mail for with the case ID for reference - wants to update the PIN so that she will be able to use it on IVR authentication - walk thru customer how to reset PIN code via admin portal - was able to update PIN - customer wants to test it and call RC if the updated PIN is working - call disconnected Troubleshooting: **************************************** For Gregory | Service Level - Assisted by Jam Case ID: 16925427 Incontact ID: 456782113976 RC#: 8287715712 User ID: 812495048 # of DLs: 121 Caller Name: Gregory Hitnariansingh Email: gfreeman@ptisecurity.com Callback Number: 8287715712 Account Verified: Y Admin/User: admin Issue: - need to adjust the service level from 2mins to 5mins - CC account - transfer to CC : agent's name : Mark Troubleshooting: **************************************** For Scott | wants to see all the user extensions on the desk phone - Assisted by Jam Case ID: 16925692 Incontact ID: 456782136277 RC#: 7273816950 User ID: 62935707008 # of DLs: 11 Caller Name: Scott Simone Email: scott@wsscommunications.com Callback Number: 7274391488 Account Verified: Y Admin/User: admin Issue: - he wants that on user ext 1000, she will be able to see on the Mitel phone all the user extensions on the account on the desk phone - 2nd issue : when the call is received by the call queue member, they want it to show the phone number of the caller - 3rd issue : wants the main number as the outbound caller ID Troubleshooting: - assist customer to add presence on ext 1000 - users > user with extension > ext 1000 > phones and numbers > presence - ask the customer to reboot the phone - tested working - change the display settings - set the call information displayed - change to caller ID number - change the outbound caller ID to company number for all of the user - test call - all issue resolved **************************************** For Joseph | company says they are closed during business hours - Assisted by Jam Case ID: 16926808 Incontact ID: 456782171464 RC#: 9739008668 User ID: 1937615021 # of DLs: 2 Caller Name: Joseph Email: pizzanadas1@gmail.com Callback Number: 9739008668 Account Verified: Y Admin/User: admin Issue: - customer said that sometimes callers are hearing that the business is closed when they call the main number - just want to set is to just a ring tone and no more company greeting Troubleshooting: - did test call on the main number - someone was able to receive the phone call - inform customer that the current settings on the account are all correct based on the behavior he wants to happen - advised customer to call back and provide call samples when the issue happen again - end of call **************************************** For Rosemary | Implementation - Assisted by Jam Case ID: 16927225 Incontact ID: 456782257686 RC#: 5143602529 User ID: 2647613020 # of DLs: 25 Caller Name: Rosemary Email: brian@rentalescapes.com Callback Number: 877370800 Account Verified: Y Admin/User: admin Issue: - spoke to Rosemary from Sales Department - she have a customer who just upgraded to Premium Package - wants to have an onboarding training for the account holder's new employees customer said via e-mail according to Rosemary "organize a proper training for my management team where your experts can share their screen and trained us how to use the software" - CIF case : 16927331 UID: 2647613020 Name of the Customer: Brian Schwimmer Callback Number: 5143602529 ext - 801 Alternative Contact Number (if any): Email Address: brian@rentalescapes.com Notes/Reason for reimplementation: requested to have a training for his management team where they will be able to trained how to use the software Troubleshooting: **************************************** For Lindsy | Unable to receive and send SMS - Assisted by Jam CALL DISCONNECTED Case ID: 16927497 Incontact ID: 456782289196 RC#: 9046599424 9049028251 User ID: 63043983008 # of DLs: 0 Caller Name: Lindsy Email: john.mckinley09@gmail.com Callback Number: 9047049304 Account Verified: Y Admin/User: admin Issue: - unable to send and receive SMS - affected number : 9046599424 Troubleshooting: - about to assist customer for the TCR process - call got disconnected - unable to continue TS #ORTPhone Case : 16927497 Issue : unable to send and receive SMS | about to assist customer for the TCR process | call disconnected Reason : Follow up | Customer unable to continue **************************************** For Ace | Consultation - Assisted by Jam Case ID: 16927625 Incontact ID: 8663092827 RC#: 1 (650) 7317186 User ID: 62938029008 # of DLs: 12 Caller Name: Ace Email: vlanders@usa-kc.com Callback Number: 1 (650) 7317186 Account Verified: Y Admin/User: admin Issue: - spoke to Ace from Retention Department - customers wants to know if there is already a port in request Troubleshooting: - checked the account if there's any existing port in ticket - no port in ticket found **************************************** For Dustin | Drop calls on Max agent - Assisted by Jam Case ID: 16927747 Incontact ID: 456782323552 RC#: 5127941437 User ID: 1653694027 # of DLs: 472 Caller Name: Dustyn Email: dustyn.randle@trapac.com Callback Number: 5127941437 Account Verified: Y - 1437 Admin/User: admin Issue: - few users are experiencing that calls are being drop on their Max Agent - CC account - transfer to CC | agent's name : Anne Troubleshooting: **************************************** For Will | Port In - Assisted by Jam Case ID: 16929881 Incontact ID: 456782380175 RC#: 3173504557 User ID: 171513031 # of DLs: 4 Caller Name: Will Govan Email: wgovan@triad-ds.com Callback Number: 3173504557 Account Verified: Y Admin/User: admin Issue: - needs assistance how to port in numbers Troubleshooting: - don't know his BTN - need to ask to his current provider - educate how to submit port in ticket - agree to close the case - **************************************** For Briget | - Assisted by Jam Case ID: 16901127 Incontact ID: 456782404553 RC#: 1 (614) 5402213 User ID: 1 (614) 5402213 # of DLs: 5 Caller Name: Briget Email: bstewart@burlingtoncapital.com Callback Number: 6146205609 Account Verified: Y Admin/User: admin Issue: - customer is calling in regarding the open ticket - provide existing case ID : 16901127 Troubleshooting: - upon checking the user settings accept call queue is disabled - assist customer how to enable accept call queue for each user - wants that when caller press any key on the option it should ring just 1 user extension - about to delete the other member on the queue - wants to add affordablecolumbus@burlingtoncapital.com for the VM notification e-mail - unable to continue TS customer needs to leave #ORTPhone Case : 16901127 Issue : Call not going thru | requested to add affordablecolumbus@burlingtoncapital.com in the voicemail notification e-mail | unable to continue TS customer needs to leave Reason : Follow up | Customer unable to continue **************************************** For Anthony | Discussed his current plan - Assisted by Jam Case ID: 16935781 Incontact ID: 456782453729 RC#: 2543672099 2543622099 User ID: 63046323008 # of DLs: 0 Caller Name: Anthony Hanes Email: Hayesinvestmentgroupinc@gmail.com Callback Number: 2543622099 Account Verified: Y Admin/User: admin Issue: - wants to check if SMS feature is available in his current plan Troubleshooting: - discuss the customer his current plan - inform how many SMS/MMS allotment he have per month - discuss also the other plan in any case he want to upgrade - wants to know if he is currently in contract with RC - inform customer that he is not - wants to also know if he will be able to receive a cashback or refund just in case that he will cancel the service - transfer to CERT : agent's name : Justin - according to Justin from Retention Department, if the account is cancelled within 30 days, the customer can get a refund of $42.76 - discussed to customer and wants to cancel the service - transfer to CERT for account cancellation - agent's name : Neil January 10 or 11 last cha **************************************** For | - 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