Untitled Note

Caller Name: Lisa RC #: 6099102618 Callback Number: (609) 910-2618 Verified Email: lisa@movewithmy3sons.com # of DLS: 4 InContact ID: 431640733917 User ID: 62809898028 Case #: Account Verified: Y Issue: -outbound caller id name shows AC CHEAP HOTEL for ext 104 shows AC CHEAP HOTEL Troubleshooting: -checked the CNAM thru cnam lookup tool / ph # (929) 693-7667 / the cnam shows "UNAVAILABLE" -adv cust that the snam for the ext 104 has been published as MY3SONSVANL but not the main number -submitted request to update cnam UID: 62809898028 PH #: 19296937667 CNAM: MY3SONSVANL PROVIDER: Level3 - LI UID: 62809898028 PH #: 16098033949 CNAM: MY3SONSVANL PROVIDER: IQNT-DID UID: 62809898028 PH #: 16099645589 CNAM:MY3SONSVANL PROVIDER: Level3 - LI -keep case open until cnam updates ************************************************ Caller Name: Shelley RC #: 8649890176 Callback Number: 2258928928 Verified Email: shelley@mymoneyissafe.com # of DLS: 11 InContact ID: 431640802005 User ID: 62849239008 Case #: Account Verified: Y Issue: -no audio on the 3 deskphone (ext 107, 108 and 111) -ext 102 is unable to call outbound Troubleshooting: -did test call to (864) 349-5530 ext 108 / user answered / no audio on the phone on both handset and speaker phone -resynced the phones -did test call / someone answered / no audio -unable to reprov phones -cust unable to continue ts due to she has a patient 108, 107, 111 ************************************************ Caller Name: Nikki RC #: 4159064443 Callback Number: (503) 963-6451 Verified Email: Nikki@therapydia.com # of DLS: 119 InContact ID: 431640822144 User ID: 2020477020 Case #: Account Verified: Y Issue: -assign phone to a new user Troubleshooting: -assigned the phone to ext 1045 LINE: (360) 597-7870 ext 1045 SN: 805E0C87068C MODEL: Yealink W76P Cordless Phone with 1 Handset -cust will record the prompts and will call back because she is unable to continue ts without recording the prompts first -keep case open for follow up ************************************************ Caller Name: Chris RC #: Callback Number: (303) 803-2025 Verified Email: chris@northlaketahoecleaning.com # of DLS: 3 InContact ID: 431640902596 User ID: 2209843020 Case #: Account Verified: Y Issue: -xferred call from Paul (sales) -email notifications for outbound sms -sms retention policy Troubleshooting: -explained that the outbound sms does not send email notif -cust would like to keep the sms for a longer period of time -offered the archiver feature but needs to upgrade plan 16981761 ************************************************ Caller Name: Bernadette RC #: 8582597654 Callback Number: 8588868527 ext 127 / 6195084288 / Verified Email: Bernadette@hcap.com # of DLS: 18 InContact ID: 431640935309 User ID: 1039450011 Case #: Account Verified: Y / ext 110 Issue: -phone provisioning to ext 108 Troubleshooting: -did screen sharing / accessed gui -provisioned the phone: Set SERVER TYPE : HTTPS Server Address : pp.ringcentral.com/pp Password: Blank Boot Server: Static LINE: (858) 864-9208 ext 108 SN: 0004F2AE3BB1 MODEL: SoundPoint IP 331 IP ADD: 192.168.46.117 -updated firmware version to 4.0.15.1047 -did test call / success -case closed Emerson Rivera ************************************************ Caller Name: Jim RC #: 8478073549 Callback Number: 8473057180 Verified Email: jcheatle@horizontherapeutics.com # of DLS: 25 InContact ID: 431641021022 User ID: 1464441015 Case #: Account Verified: Y / ext 206 Issue: -call forwarding for the phone number 34 (900) 999579 Troubleshooting: -assigned the phone 34 (900) 999579 to auto receptionist -created custom in ext 103 to forward all calls of 34 (900) 999579 to external number 31412406445 -did test call / success -created ext 230 for the faxes -assigned 34 (900) 999580 from inventory to ext 230 -customized notifications of ext 230 -case closed 34900999580 ************************************************ Caller Name: Karina RC #: Callback Number:7739960764 Verified Email: karina@tmsone.us # of DLS: 30 InContact ID: 431641083909 User ID: 3254178020 Case #: Account Verified: Y Issue: -xferred call from Mark (sales) -add new users with mvp license Troubleshooting: -assisted cust in adding 6 more new users on the acct through admin portal -added exts: 504 505 506 507 508 509 504 505 506 507 508 509 (224) 998-3789 ************************************************ Caller Name: Houman RC #: 9498921553 Callback Number: (949) 344-3891 Verified Email: h_khaghani@hotmail.com # of DLS: 3 InContact ID: 431641185192 User ID: 63049542008 Case #: Account Verified: Y / ext 101 Issue: -change the queue status of ext 103 Troubleshooting: -assisted cust in changing the Member Status and Queue Status of ext 103 active to not active through admin portal admin -forwarded calls of main number to the call queue group ext 1 -did test call / success -case closed Matt ************************************************ Caller Name: Robert RC #: Callback Number: 4806186272 Verified Email: robertro@cwie.net # of DLS: 389 InContact ID: 431641224933 User ID: 333026030 Case #: Account Verified: Y Issue: -xferred call from Clint (sales) -ext 1091 is unable to send fax to Spain Troubleshooting: -checked call logs: CALLED #: 34938872525 CALLING ID: (480) 401-0376 ext 1091 TIME / DATE: 12/15/2022 06:15:59 PM SESSION LOG: 1169290446031 -sent email to cust for the agreement whitelist Spain -cust will forward the form to his manager to sign the form icid: 431641264226 -disconnected call ************************************************ Caller Name: Yehuda RC #: Callback Number: 5148309897 Verified Email: Yehuda@travelthemax.com # of DLS: InContact ID: 431641235593 User ID: 1887474010 Case #: Account Verified: Y Issue: -xferred call from Ghie (acquisition) -unable to call Africa Troubleshooting: -checked call log: CALLING #: 18454143446 CALLED #: 2484674700 TIME/ DATE: 12/15/2022 09:42:29 PM SESSION LOG: 1734602547024 RESULT: Country/destination disabled (12). -sent email to cust to fillout the form to whitelist the destination seashell 2484674700 ************************************************ Caller Name: Madiha RC #: 9725961500 Callback Number: 2146092290 Verified Email: 2007madiha@gmail.com # of DLS: 1,124 InContact ID: 431641266069 User ID: 2508704008 Case #: Account Verified: Y / ext 201 Issue: -call forwarding for the main number (972) 596-1500 Troubleshooting: -forwarded the calls to call queue group ext 504 instead of to ext 212 -did test call -case closed ************************************************ InContact ID: 43164129043 Issue: -consultation call from Grace (sales) -explained that only the Operator ext can use the main number for texting ************************************************ Caller Name: Joseph RC #: 4156961090 Callback Number: (702) 280-6805 Verified Email: dr@couch.clinic # of DLS: 1 InContact ID: 431641316102 User ID: 324391048 Case #: Account Verified: Y Issue: -ext 101 is unable to send sms Troubleshooting: -explained that the sms allotment has been exhausted and needs to update card infor to process the payment for calling credit package -cust updated his card info -sent email to cust to fillout the TCR form -assisted cust in filling out the form UID: 324391048 Company Name: The Couch Psychiatry ************************************************ Caller Name: Jose RC #: 3863336150 InContact ID: 431641347790 Account Verified: NO Issue: -unable to login to the Rc acct Troubleshooting: -cust cant verify the acct and company name but the ph # only / tried mythical 5 -cust hung up 372658 ************************************************ Caller Name: Kadesha RC #: Callback Number: Verified Email: # of DLS: 1 InContact ID: 431641398259 User ID: 3568004020 Case #: Account Verified: Y Issue: -xferred call from Charm (cert) -outbound caller id Troubleshooting: -adv cust that they can can switch from the main number and direct number of the ext -assisted cust in checking the voicemail info -did test vm / success -case closed ************************************************ 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: ************************************************