Calls Template

Incontact ID: 456194501682 RC#: 2167491150 User ID:655766009 Caller Name: Nanakbir Rai Email: Callback Number:2162151595 Account Verified: Y Admin/User: 101 Issue: -Phones are not showing the ext number on all ported numbers Troubleshooting: UID: 456194501682 CASE:16818754 NAME: Model of the Phone: Mitel 6940 IP DL: Ext 1004 (216) 377-1614 Ext 1008 (216) 800-7924 Ext 1006 (216) 377-1833 Ext 1007 (216) 377-1592 Ext 1005 (216) 820-4237 Ext 1003 (216) 415-6678 Ext 101 (216) 377-1098 Ext 1000 (216) 749-1151 Ext 1002 (216) 749-1198 Ext 1001 (216) 749-1152 Ext 1009 (216) 377-1848 Goal: Customer wants to setup presence serial number should get when transferring to provisioning --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456194614745 RC#: 6308834976 User ID:792237016 Caller Name: Fishel Callback Number: 6308834976 Account Verified: Y Admin/User: Boss 101 Issue: -not able to receive a call on RC app same with his colleague -caller and his colleague are using the same phone number to receive call > 6308834976 -calls goes directly to VM Troubleshooting: -checked the call handling settings of ext 101 -custom rule is enabled until Nov 28 11:59PM -explained to customer -customer found the custom rule settings after explaining and turn it off -did a test call and still routed to voicemail due to accidently enabling the custom rule -disabled the custom rule again -customer did a test call and it's working now --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 456194684972 RC#: 8666744676 User ID:199756037 Caller Name: Daniel Email: danny1@originnurses.com Callback Number: 3212370486 Account Verified: Y Admin/User: 108 Issue: case ID: 16753278 -ext 108 doesn't recognize the click to dial only with one website that they're using > nexus.liberage.com -having issue with his ext only -customer said that the click to dial option will appear and sometimes it won't Troubleshooting: -checked the extensions of ring central for google is added -confirmed steps, customer already tried to sign in and out -advised customer to join in ring central meeting to further check the issue -advised customer that we need to have access control on his computer to check the issue -customer agreed -advised customer to install ring central meeting to have access in his computer -customer refused and doesn't want to install anything on his computer -explained to customer the importance and benefits of this -customer still refused and decided to end the call --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: 9254591358 User ID:285749022 Caller Name: Gilbert Email:gilbert@knockoutpcrepair.com Callback Number:285749022 Account Verified: Y Admin/User: 94513 Issue: -transferred call from retentions team -customer wants to access the voicemail and delete them -cant remember the password on his ext -customer wants to receive calls only on his phone and ring central phone when someone dialed his number -customer wants to delete the 2 call queues on his account Troubleshooting: -reset the password for customer -walkthrough customer on how to set a new password -walkthrough customer on how to access and delete the voicemail messages -walkthrough, Ext 94513 > call handling > only enable the "always ring > My desktop and phone -Did a test call -Working -walkthrough, Phone System > Groups > Call Queues > 3 dots > Delete -All working --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456291650929 RC#:2142177270 User ID:310491004 Caller Name: Elizabeth Hernandez Email:lizinsuranceagency2011@gmail.com Callback Number:2142177270 Account Verified: Y Admin/User:100 Issue: -verified through IVR -wants to create custom rule for just today -wants to forward all calls from main number to ext 100 to external number > 4699877062 Troubleshooting: -did the changes on the settings as per customer request -created a custom rule under Main number to route the calls to ext 100 -created a custom rule under ext 100 to route the calls to 4699877062 -customer did a test call -all working --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456291768348 RC#:9514061270 User ID:742260040 Caller Name: Vanessa Email:jbstrucking2014@gmail.com Callback Number:9513348001 Account Verified: Y Admin/User: 101 Issue: -unable to sent messages using rc -getting error > "cannot be send" -issue is happening on ext 102 and 103 as well -already tried to sent a message to a different phone number -already tried with group and single messages -already tried blank message Troubleshooting: -number is enabled for SMS/MMS -checked the plan details -customer has MVP essentials -explained to customer that 25 messages is the limit for this plan and some of the details about her plan -customer refused and wants to get a detailed information about her plan -tried to reach out to account manager, no response -will transfer the call to sales as per SME -sales didn't accept the call since customer is an existing user -call got disconnected accidentally -called customer back twice, unable to reach --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456291870219 RC#:5704090123 User ID:1042046019 Caller Name: Kiersten Email: Kiersten@frankelfoot.com Callback Number:5704090123 Account Verified: Y Admin/User: 114 Issue: -wants to port in a non RC number to ring central account Troubleshooting: -Walkthrough customer on how to submit a port in order -Was able to complete the order --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 456293041742 RC#:4077406784 User ID:958204019 Caller Name: Latanya Email: goldensfuneralhome@gmail.com Callback Number:4077406784 Account Verified: No Admin/User: Issue: -calls are forwarding to their service it to service -customer wants to un-forward calls to their service Troubleshooting: -unable to verify the account -customer doesn't know her and admin ext -customer unable to provide credit card information -customer disconnected the call --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456401934842 RC#: User ID: Caller Name: Tom Email: Callback Number: 6106781015 Account Verified: Admin/User: Issue: -customer asked for callback onset of call Troubleshooting: -did a callback for customer -incontact ID: 456401938456, was able to reached but customer asked for another call back due to line issue -incontact ID: 456401940494, unable to reach -incontact ID:456401941746, unable to reach --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456401990949 RC#:9187713696 User ID:2168639020 Caller Name: Kendra Email:kendrah@maplelaw.com Callback Number:2168639020 Account Verified: Y Admin/User: 104 Issue: -verified through IVR -getting error only when calling this external number > 7544188271 -customer is unable to remember the exact message but it was something like "invalid ringcentral" Troubleshooting: -confirmed steps, already tried other user to call the number but same error -confirmed steps, already tried to dial other external number, working -did a test call on external number to get the exact error, Incontact ID: 456402013082 -got an error "call cannot be completed, check the number again". "Bad number" -advised customer to check the person who has this number and double check if the number is really correct -customer agreed and said she will just call us back -advised customer that I will be leaving the case open -advised customer to call back if needed -customer agreed --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456402091994 RC#: User ID: Caller Name:Tom Email: Callback Number:6106781015 Account Verified: Admin/User: Issue: -customer request a call back onset of the call Troubleshooting: -Incontact ID: 456402094626, called customer but currently unavailable -Incontact ID: 456402096285, called customer 2nd time but currently unavailable --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Case ID: 16857776 Incontact ID:456402102256 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: -got a delay on max and rc -already disconnected the ongoing call on rc but it stays -call came in then the ongoing call on rc just disconnected -didn't get any details about the call Troubleshooting: -created a case under no account --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 456402132437 RC#: 7472223410 User ID: 574772040 Caller Name:John Email: victory.fallbrook@gmail.com Callback Number:7042801931 Account Verified: Y Admin/User:101 Issue: -mark from implementation -phone is not ringing/working -wants to ring phones when someone dialed the main number Troubleshooting: -checked and ext 101 is the only user on the account -3 phones are not activated -customer wants to ring only one phone -customer is not sure what phone number -tried to setup 1 random phone and setup settings as per customer request -did a test call, incontact ID: 45640220588 -tried to setup 2nd phone and did test call, Incontact ID: 456402229523 -got disconnected after the test call -called customer, Incontact ID: 456402234291 -checked the number and it's not yet online -will transfer to provisioning -unable to get serial number of deskphone UID: 574772040 CASE: 16859000 NAME: Nyan Cianciosa Model of the Phone: Both IP VVX250 DL:(747) 262-7991 102 (747) 264-5672 103 Goal: wants to provision a deskphone ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456403071705 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: -unable to get the issue -customer didn't respond Troubleshooting: -call got disconnected on customer's end --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456403083570 RC#: User ID: Caller Name: Tom Email: Callback Number: 6106781015 Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Customer just asked for a callback Troubleshooting: No callback was made as per SME advised --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456403089142 RC#:6513309678 User ID:1743876021 Caller Name: Cindy Kellerman Email:cindy@northstarcriminaldefense.com Callback Number:6513309678 Account Verified: Y Admin/User:33 Issue: -unable to receive faxes same with ext 55 and ext 44 -faxes are being sent on company fax number > 6513309729 -wants to receive call on RC mobile phone app Troubleshooting: -checked the settings -fax are being sent to ext 20 "call queue" -educate customer -customer just want the current settings -guided customer on how to login using ext 20 -reset the password of ext 20 -guided customer on how to change the temporary password -guided customer on how to access the fax messages -guided customer on call handling settings -Ext 33 > call handling > enable option for desktop and phone for 5rings/25 secs as per customer request -customer added his external number and enabled it as well -did a test call > Incontact ID: 456403170250 -all working --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456403243962 RC#:7187928433 User ID:2126353020 Caller Name: Luis Guerrero Email: info@48printny.com Callback Number: 7185105400 Account Verified: Y Admin/User:102 Issue: -not ringing the rc app of ext 102 when dialing the main number Troubleshooting: -corrected the timezone of ext 102 and match it to the schedule of the company -educate customer to transfer the call to his rc app now -did a first test call > Incontact ID: 456403311155 -didn't work. It routed to other user under the same queue -customer is currently engage with other call on his rc app -educate the other person to drop the call if he can for the test call -did a 2nd test call > Incontact ID:456403320515 -it routed again to other user under the same queue -status of customer is busy again and currently engage with other call -did a 3rd test call > Incontact ID: 456403329644 -was able to reach customer this time and it's working now as per customer --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 456528229546 RC#: 7178360952 User ID:308171030 Caller Name: Prabu Email: prabu@pagrllc.com Callback Number:7178398315 Account Verified: Y Admin/User: 105 Issue: -all calls goes straight to voicemail Troubleshooting: -checked and deskphone is offline -will transfer to provisioning team UID:308171030 CASE:16880358 NAME:Prabu Model of the Phone: Yealink W60P Serial number: 805E0C534906 DL: Ext 105 Goal: Need to provision --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456528304781 RC#:3214200880 User ID:2556023036 Caller Name: K Email:kmoralis@ Callback Number:3212210671 Account Verified: Y?N Admin/User:97 "Name and tenure of account" Issue: -wants to monitor all calls -customer said that the call drops when users transfer the call -it will drop the monitoring even call is not being transferred yet -customer wants to hear the entire call even after transferring Troubleshooting: -asked one sample to customer -customer said that report shows 7mins and 8secs of recording but it only captures 58secs for ext 101 call -tried to hear the recording -after agent mention that she will hold the call, monitoring got ended ext 101 fri 4:41 // call logs -report shows 7mins and 8secs -58secs of the call -3524644498 From: To: Time and Date: Behavior: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456528439294 RC#:9545074278 User ID:1987521027 Caller Name: Kay Email: kay@ckbusinessassociates.com Callback Number:3474130947 Account Verified: Y Admin/User: 101 Issue: -customer is unable to get calls -customer said that her deskphone will ring once or twice then it will cuts off -customer RC app is not ringing and it will goes directly to voicemail -customer wants to route the call to client services ext 105 when someone dialed the main number -customer wants to route the call to her line(ext 105) when there's no one pick up the call under ext 105 -customer doesnt know what will happen when someone dialed the main number Troubleshooting: -educate customer about the current settings -checked and call from main number will be routed to ext 105 -change the ring times as per customer request under ext 105 -route the calls of ext 105 to ext 101 as per customer request when no one pick up the call -change the ring times as per customer request under ext 101 -changed and matched the schedule of ext 105 and ext 101 to the schedule of company -call got disconnected -called customer back > Incontact ID: 456528522080 -did a test call on ext 101 first > Incontact ID: 456612536858 -working -did a test call on main number > Incontact ID: 456612542608 -didn't route the call to ext 101 -added the ext 101 under call handling and set it to ring in order -did a test call again on main number > Incontact ID:456612550937 -all working now -guided customer on how to set/reset the pin --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456528511307 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456612641323 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456612643274 RC#:12182932147 User ID:172535050 Caller Name: Bill Email: wmneely@ft.newyorklife.com Callback Number:7048780663 Account Verified: Y Admin/User: 101 Issue: -customer wants to port in two numbers to ring central > 7048780663 and 7048780345 -customer just want to ask question if he needs to answer yes or no on the 2nd question of the checklist Troubleshooting: -educate customer that, that part is regarding with the additional services that he availed for additional features if there is -advised customer to select no since he mentioned that he doesn't have any -customer is now on the page where he need to upload a copy of latest bill from prev carrier -customer said that he will take his lunch first and he will do it later -agreed --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613420112 RC#:4095540481 User ID:1285292021 Caller Name:Paul Email: support@raritysolutions.com Callback Number:8322340400 ext 102 Account Verified: Y Admin/User: 4151 Issue: -customer said that he wants to delete 3 lines(ext 1004, 1002, 1003) -wants to check if there any pending transaction with those lines Troubleshooting: -checked and educate customer that there's no any current or pending transaction on those lines -educate customer that he can delete it permanently or keep it under inventory --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613459331 RC#:6185155757 User ID:62961714008 Caller Name: Jonathan Email: sandersbyrdenterprises@gmail.com Callback Number:4042952896 Account Verified: Y Admin/User:101 Issue: -unable to receive text on phone(6185155757) -last received text was last friday -unable to receive text on any number Troubleshooting: -confirmed and customer was unable to send messages as well -checked the number in SCP tool -SMS/MMS is not enabled -advised customer that we will make a request to make this feature enabled --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613498134 RC#: 3178414799 User ID:1449142015 Caller Name: Courtney Email: cmiddlebrooks@shrewsusa.com Callback Number: 3177217948 Account Verified: Y Admin/User: 8403 Issue: -Michael from sales -setting up a new ext for different location -customer said that they have a new office in Fortwayne and wants to have a main number on that Troubleshooting: -checked and account has 127 DL -will transfer the case to Higher Digital Lines Team -Incontact ID: 456613524362 --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613532594 RC#:6802073529 User ID:255826051 Caller Name: Ken Davis Email: oddsandends0260@gmail.com Callback Number:3156796248 Account Verified: Y Admin/User: 101 Issue: -calling on behalf of customer -texting feature is not yet enabled -customer wants to verify this and make sure it's enabled -customer created a settings for the owner on what will happen when someone dialed the main number -customer wants to route the calls to call queue that he created which the owner(ext 101) is the only member under that call queue -customer wants to disconnect the call if callers enters no action Troubleshooting: -checked in SCP tool -SMS/MMS is not yet enabled -advised customer that we will make a request for this feature to be enable -customer agreed -checked the settings of the account -everything seems to be okay -did a 1st test call > Incontact ID: 456613601593 -didn't enter any action and call got disconnected -working -did a 2nd test call > Incontact ID: 456613607291 -entered press 1 -working, it route the call to ext 101 -all working --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613617909 RC#:7163121688 User ID:309170049 Caller Name: Ben Gjana Email: marketing@gjanaconstruction.com Callback Number:9143550491 Account Verified: Y Admin/User: 101 Issue: -customer wants to route the call to her ext when someone dialed (631) 759-9953 -customer doesn't want the callers to hear the greeting on her ext line (ext 101) -customer just want to ring all the time(no specific ring times) -customer wants to ring all the time her ringcentral mobile app Troubleshooting: -set ext 101 under (631) 759-9953 -disabled user greeting under ext 101 -kept the external number (9144397421) and set it to 15rings as per customer request -enabled the always ring for deskphone and mobile app -call got disconnected, called customer back > Incontact ID: 456613690734 -did a test call > Incontact ID: 456613671811 -was able to reach customer and she said it's working -customer ended the call immediately --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613665729 RC#:14077570981 User ID:322851040 Caller Name:Adam Email: adam@seniorcareorlando.com Callback Number: 4077570981 Account Verified: Y Admin/User:101 Issue: -customer wants to sort the messages and see only unread messages on his ring central account Troubleshooting: -confirmed and customer wants to sort the text messages not the chat messages -checked and there's no option for this -checked and there's no alternative option as well -explained to customer and referred customer to https://ideas.ringcentral.com/ to submit a request -customer agreed --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456613763963 RC#:8884067751 User ID:2520654008 Caller Name: Adrian Torres Email:contact@metroplex.com Callback Number:8172698891 Account Verified: Yes through IVR Admin/User: 101 Issue: -customer said that when someone call directly any ext, it should ring all the other phone/numbers on their office -wants to route the call to ivr that they created Troubleshooting: -checked the key presses of "main IVR ext 1001" and it's all good -did a test call on ext 102 > Incontact ID:456613847730 -it works -did the same settings on ext 105, ext 108, ext 103, ext 109, ext 107, ext 104, ext 101 - did a test call on each ext just to make sure -ext 105 > Incontact ID:456613882385, -reached customer but wants to do 2nd test call -did 2nd test call > Incontact ID:456613887272 -reached ext 102 -working - did the last test call on ext 103 as per customer request > Incontact ID: 456613895072 -customer said that they're getting a greeting message about towing when reaching the call queue ext 1 which it's incorrect -did test on ext 102 > Incontact ID: 456613904221 -got the towing message again when reaching the call queue ext 1 -checked and greeting for call queue ext 1 is already disabled -tried to do test call again on ext 102 to hear the greeting of call queue ext 1 but icontact keep saying bad number -tried to do the test call using rc app -still the same message -created a new call queue(ext3) and included all users to replicate the issue -did a test call using rc app again -works -no greeting this time when reaching call queue ext 3 and customer is good with that -customer wants me to do test call again one more time -did test call again to reach the call queue ext 3 >Incontact ID: 456613953440 -call with customer got disconnected while doing the test call -called customer back> Incontact ID:456613956866 -was able to reached customer -customer wants me to do the test call again > Incontact ID:456613962336 -done but customer said that she tried to do the test call on main number but her phone is not ringing -checked and call handling settings of all users are set to ring in order, tried to set it to ring all at once as per customer request -did test call on main number > Incontact ID: 456613972799 -customer said that it only ring 1 phone -tried to use the existing call queue ext 1 -did a test call again > Incontact ID: 456613992663 -working, all phones are ringing now but the towing message came back since we're using the existing call queue ext 1 -as per SME, advised customer that we will further investigate this and she will receive a call back within 24hrs -customer refused and wants to talk to manager --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697683956 RC#:5617378584 User ID:2024587021 Caller Name:Amal Short Email:amal@lightent.com Callback Number:3124930214 Account Verified: Y Admin/User: 1001 Issue: -wants to change after hours settings of some user extensions to have external transfer Troubleshooting: -checked and accounts has 22 DL -will transfer to higher digital lines team --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697702713 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: - - Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697705440 RC#:6142635151 User ID:458145048 Caller Name: Rory Prem Email:rprem@columbusspeech.org Callback Number:6142615456 Account Verified: Y Admin/User:456 Issue: -no one is able to hear the customer when using ring central app via desktop and mobile app Troubleshooting: -unable to put details on description (no pencil icon) -checked and account has 51 lines -will transfer it to higher digital lines team -Incontact ID: 456697723110 --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697721079 RC#:9052974535 User ID:1447144021 Caller Name: John Lim Email: jlim@cmha-yr.on.ca Callback Number: 2898797997 Account Verified: Y Admin/User:88888 Issue: -keeps getting a lot of notification about ring central link meetings via email -customer said that they don't have any idea about that -one example of meeting ID is > 5265265916 Troubleshooting: --unable to put details on description (no pencil icon) -checked and account has total of 573 lines -will transfer it to higher digital lines team -Incontact ID: 456697743165 --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 456697744109 RC#:7242344876 User ID:819037008 Caller Name:Dan Harp Email:dharp@medsurgsales.com Callback Number:7249447323 Account Verified: Yes, authorized by ivr Admin/User: ext 1 Issue: -wants to check if his poly headset > w8210 savy 8210 is compatible with his cisco ip phone 303 Troubleshooting: --unable to put details on description (no pencil icon) -educate customer that the recommended headset for 303 are plantronics and jabra(any model) -customer understood and he said it's compatible since it's plantronics --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697767468 RC#:14705829613 User ID:711424048 Caller Name: Mackenzie Email:mshippee@heatingairparamedics.com Callback Number:8129884223 Account Verified: Y Admin/User:105 Issue: -wants to know more about subs caller ID -customer wants to use ringcentral > 8129884223 Troubleshooting: -unable to put details on description (no pencil icon) -educate customer that she can use it -emailed customer the form that she need to fill out -was able to receive the requested details -advised customer to wait 24-48hrs --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697814522 RC#:8559373694 User ID:65114117 Caller Name: Chris Email: cmccready@optimamedicalaz.com Callback Number:5204257207 Account Verified: Yes, authorized by IVR Admin/User: 167 Issue: -all ringcentral phones keeps failing the registration process Troubleshooting: -unable to put details on description (no pencil icon) -Will transfer it to higher digital lines team since account has total of 386 lines -Incontact ID: 456697851875 --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697880308 RC#:6158008938 User ID:676902009 Caller Name: Gabby Email:gabbip@tcrestgroup.com Callback Number:7073010836 Account Verified: Y Admin/User: 106 Issue: -customer wants to see each ext when going to the local directory Troubleshooting: -unable to put details on description (no pencil icon) -call got disconnected and new call came in immediately -unable to do outbound --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697904315 RC#:7024795313 User ID:714459040 Caller Name: Mark Email: weidertm@mykolab.com Callback Number: 7024795313 Account Verified: Y Admin/User:101 Issue: -customer just want to add (702) 581-4322 to ext 101 Troubleshooting: -guided customer to add it to ext 101 > phone System > numbers > numbers inventory > 3 dots on number > assign to ext 101 -customer wants to filter some calls and messages to route to (702) 479-5313 and some calls to (702) 581-4322 -educate customer that there's no option for that as of now -customer unders and now he wants the (702) 581-4322 to have a seperate user extension -moved the (702) 581-4322 to the number inventory first -walkthrough the cusomtomer > user > user with extension > add user > mvp > entered the detials > number inventory > selected the (702) 581-4322 -done and customer said that he will activate it later -no further settings requested -all good --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697880308 RC#:6158008938 User ID:676902009 Caller Name: Gabby Email:gabbip@tcrestgroup.com Callback Number:7073010836 Account Verified: Y Admin/User: 106 Issue: -customer wants to see each ext when going to the local directory Troubleshooting: -call got disconnected and new call came in -called customer back > Incontact ID:456698004818, reached VM -called customer 2nd time Incontact ID:456698009060, reached VM --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456697988346 RC#:214838500 3375047714 User ID:3246317008 Caller Name: Garet Email: garet.derry@goosehead.com Callback Number: 3376607864 Account Verified: Yes Admin/User: 47714 Issue: -wants to see outbound calls made on their account Troubleshooting: -will transfer to higher dl since account has 4804 lines, Incontact ID: 456698038117 -agent suddenly not responding -transferred again the call to higher dl, Incontact ID: 456698044184 -was able to talk to an agent but customer got disconnected -called customer back, Incontact ID: 456698048325, reached VM -called customer 2nd time, Incontact ID: 456698051015, reached VM -left VM to customer --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456698050705 RC#:3852179730 User ID:363976048 Caller Name: Chris Email:hillsidetire@gmail.com Callback Number:8015721700 Account Verified: Yes, through IVR Admin/User:101 Issue: -deskphone wont turn on Troubleshooting: -will transfer it to higher DL since account has 45 lines, Incontact ID: 456698099398 -someone answered but unable to hear me -will transfer to provision instead base on the issue, Incontact ID: 456698118520 UID:363976048 CASE:16902580 NAME:Chris Model of the Phone: Yealink SIP-T57W | Serial #:805E0C56362D DL: Ext 101 > (801) 331-5261 Goal: -deskphone wont turn on --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:456698102998 RC#: 2102098687 User ID:541389020 Caller Name: Alice Tile Email: ekyletx@gmail.com Callback Number: 2102098687 Account Verified: Yes through IVR Admin/User: 101 Issue: -unable to send text messages using (832) 604-2686 Troubleshooting: -will transfer it to higher DL since account has 37 lines, Incontact ID: 456698147649 --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of account" Issue: Troubleshooting: ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------