Untitled Note

Caller Name: Michael RC #: Callback Number: (215) 396-5557 Verified Email: MContorno@vaulthealth.com # of DLS: InContact ID: 431641656148 User ID: 740139016 Case #: Account Verified: Y / ext 95557 Issue: -failed inbound faxes to (215) 396-5610 Troubleshooting: FAX LOG SAMPLE: SENDER: (312) 264-3626 RECEIVER: (215) 396-5610 -cust has to go to a meeting / unable to continue ts ************************************************ Caller Name: Tricia RC #: 4356319514 Callback Number: (928) 532-7900 Verified Email: tricia@elevagepartners.com # of DLS: 9 InContact ID: 431641686261 User ID: 739772011 Case #: Account Verified: Y / ext 1119 Issue: -add new user Troubleshooting: -assisted cust in changing the SQ through admin portal -added user ext 1120 with phone number (928) 433-3723 -cust updated user details of ext 1120 -changed numbers : (480) 716-3019 to (928) 2550411 (480) 716-5700 to (928) 227-2682 -discussed data retention policy 928 1801 W DEUCE OF CLUBS STE 200 SHOW LOW , AZ, 85901 ************************************************ Caller Name: Laura RC #: 2084814165 Callback Number: (208) 756-7490 Verified Email: Info@Victorycheeruniforms.com # of DLS: InContact ID: 431641731339 User ID: 63002749008 Case #: Account Verified: Y Issue: -downgrade the plan Troubleshooting: -assisted cust in updating the SQ thru admin portal -adv cust to contact her AM ************************************************ Caller Name: Nikki RC #: 4159064443 Callback Number: (503) 963-6451 Verified Email: # of DLS: 116 InContact ID: 431641741200 User ID: 2020477020 Case #: Account Verified: Y Issue: -phone in ext 1021 is offline Troubleshooting: -adv cust to reboot the base of the phone LINE: (360) 768-4356 ext 1021 SN: 805E0C870707 MODEL: Yealink W76P Cordless Phone with 1 Handset -cust is not in the same location as the phone is -unable to locate the base of the phone -cas ************************************************ Caller Name: Russell RC #: 3018452224 Callback Number: (240) 818-3982 Verified Email: admin@xlr8dieseltrucks.com # of DLS: 5 InContact ID: 431641804678 User ID: 62447878023 Case #: Account Verified: Y Issue: -phone provisioning Troubleshooting: -assisted cust in updating his SQ thru admin portal -manually provisioned the phone: LINE: (301) 798-9455 SN: 001565B24472 MODEL: 42G IP ADD: 192.168.1.148 -did test call / success -RESET PHONE TO FACTORY SETTINGS: LINE: (301) 798-9965 ext 105 IP ADD: 192.168.1.149 -changed the name on the phone to "Service" LINE: (301) 798-9464 ext 222 IP ADD: 192.168.1.147 -updated voicemail greeting of ext 1 -created call queue group -case closed You have reached us after hours. Please leave a detailed voicemail and we will return your call as soon as possible. ************************************************ Caller Name: Jeff RC #: 8285705752 Callback Number: (828) 232-7391 Verified Email: appcrk@yahoo.com # of DLS: 1 InContact ID: 431641894743 User ID: 693152009 Case #: Account Verified: Y Issue: -PHONE PROVISIONING TO EXT 101 Troubleshooting: -assigned the phone to ext 101 LINE: (828) 570-5752 ext 101 SN: 482567315963 MODEL: Polycom VVX 350 Business IP Phone -manually rebooted the phone -changed timezone of ext 101 from Pacific to Eastern -did test call / success -assisted cust in porting in a phone number (828) 296-7396 Order Number: 46905009 -prev case for porting in was cancelled / keep case open for follow up ************************************************ Caller Name: Craig RC #: 8005181249 Callback Number: 8634005156 Verified Email: axbnconstruct@gmail.com # of DLS: 2 InContact ID: 431641937594 User ID: 915076048 Case #: Account Verified: Y / ext 102 Issue: -upload customized voicemail greeting for Holidays Troubleshooting: -created a message-only ext with customized greeting for Holidays -created a custom rule for the main number for a specific date range -case closed ************************************************ Caller Name: Joyce InContact ID: 431641993712 Issue: -group text message -adv caller that group text is for internal use only ************************************************ Caller Name: Ali RC #: 9546666626 Callback Number: (754) 301-0509 Verified Email: alibabaamericanfreight@gmail.com # of DLS: 3 InContact ID: 431642002002 User ID: 784559048 Case #: Account Verified: Y Issue: -update card info Troubleshooting: -cust tried t o update the card info thru admin portal / not success -12/16/2022 8:20 PM Custom Potentially Fraudulent Activity riskScore=99.0 proxyScore=45.25 distance=9480 freeMail=true score=0.0 country=TR (INPUT: IP=95.70.220.133 City=Plantation State=FL Zip=33313 Email=alibabaamericanfreight@gmail.com Bin=474165 12/16/2022 8:16 PM Custom Potentially Fraudulent Activity riskScore=98.41 proxyScore=45.25 distance=9488 freeMail=true score=0.0 country=TR (INPUT: IP=95.70.220.133 City=Plantation State=FL Zip=33323 Email=alibabaamericanfreight@gmail.com Bin=474476 ************************************************ InContact ID: 431642154256 Issue: -Price inquiry for plans Troubleshooting: -adv caller to go to ringcentral.com > plans and pricing ************************************************ Caller Name: Mary RC #: Callback Number: (818) 285-9062 Verified Email: # of DLS: InContact ID: 431642154984 User ID: 62940533008 Case #: 16973597 Account Verified: Y Issue: -xferred call from Lisa (express onboarding) -inbound calls to main number (818) 559-2400 are failing (for landlines only) Troubleshooting: -cust said that they already called Spectrum and the phone number (818) 559-2400 has been deleted in the database -cust is claiming that there was no call from a landline since they ported the phone number to RingCentral -error message "The number you dialed has a voice mailbox that hasn't been configured" -did a conference call with Spectrum Business rep (Dennis) to clear the number in their database -did test call on both phone numbers (818) 5592400 and (818) 5592404 / all success -case closed 8185592400 Dennis ************************************************ Caller Name: Adam RC #: 3148000605 Callback Number: (314) 471-3751 Verified Email: adamz@ggiausa.com # of DLS: InContact ID: 431642263427 User ID: 63055725008 Case #: Account Verified: Y Issue: -phone provisioning for phones from Ooma Troubleshooting: -did screen sharing / accessed gui -provisioned the phones below: LINE: (314) 279-3668 ext 101 SN: 805E0C2867F5 V MODEL: Yealink T53W Prime Business Phone IP ADD: 10.0.0.34 LINE: (314) 626-0864 ext 102 SN: 805E0C286CC1 MODEL: Yealink T53W Prime Business Phone IP ADD: 10.0.0.33 -phones are stucked at 90% and 93% update in the firmware -manually rebooted the phone s / the firmware update went up -adv cust to keep the phone in update status and reboot the phones from time to time -keep case open / pending for cust action - ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************