Untitled Note

For Maggie | Voicemail PIN - Resolved by Jam Case ID: 17364084 Incontact ID: 458853482095 RC#: 9406916888 User ID: 695862040 Total DLs: 30 Caller Name: Maggie Callback Number: (580) 704-6247 Verified Email: maggie@nissanofwf.com Account Verified: Y - Admin / User: admin Issue: - customer said that she's been trying to call us for 3 days now but its not letting her since the IVR is saying that her PIN is incorrect - needs to update voicemail PIN - aside from that, she mentioned that she also have other concern with her RC service but wants to resolved the voicemail PIN concern first - higher DL account - transfer to higher DL - agent's name : Cons Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Israel | Provisioning - Resolved by Jam Case ID: 17339728 Incontact ID: 458853510359 RC#: 9548249793 User ID: 63087716008 Total DLs: 3 Caller Name: Israel Callback Number: (954) 822-2860 Verified Email: israel10@aol.com Account Verified: Y Admin / User: admin Issue: - needs to provision 3 Cisco phone - also need to create a user extension and add number to assigned the desk phone to Troubleshooting Done: - guide customer how to download the RC desktop app on the support site - customer was able to download and log in to the app - assisted customer how to create a user extensions and a direct line to those extension - users > unassigned extensions > add unassigned extensions > ext with no device assigned > enter user details > save - activate user extension on SCP since customer doesn't have an access right now on those e-mail - user extensions and DL added : - ext 105 Itzik Bokobza | (954) 237-8073 - ext 106 Itzik2 Bokobza | no DL added yet - ext 107 Itzik3 Bokobza | (954) 727-3851 - ext 108 Itzik4 Bokobza | - inform customer about the charges - customer agreed - assist customer how to download the RC desktop app - created a meeting to access the phone the phone's GUI - ask customer to reset the desk phone - menu > setting > factory reset > select - do assisted provisioning - users > phones