Untitled Note

Customer Name: Brandi Ramirez UID: 1252124021 Company number:3035513643 InContact ID: 1252124021 Extension #: 102 Best callback number: 3039069537 Email address: primarycarenps@gmail.com, admin@stonemountainprimarycare.org Customer's preferred callback time (with timezone): 11 am MST. Admin: Y/N yes Account Verified: Y/N yes Issue: IVR voicemail 101, voicemail going to 102 for no reason for a month, voicemail pin. Checked IVR with customer, all set correctly. Ran test call, went to wrong voicemail. Routed 102 voicemails to 101, ran test calls, issue persisting. Customer authorized to change both pins for me to check what is happening and call her back when issue is fixed. Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: 16979826 -- Customer Name: Eric boone UID: 3424959020 Company number: 8887724482 InContact ID: Extension #: 101 Best callback number: (205) 346-6900 Email address: ericboone@medicalscreeninginc.com Customer's preferred callback time (with timezone):- Admin: Y/N yes Account Verified: Y/N yes Issue: 121260 request to change pins for extensions Troubleshooting: (steps taken to address the issue) Cx asked to change all the pins from my end, run test at the end to verify they all worked Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N no Case: 16991394 -- Customer Name: Mary Ann Lindwall UID:397609026 Company number: 2032268300 InContact ID: Extension #:101 Best callback number: 2032268300 Email address: maryann@theriversiderealtygroup.com Customer's preferred callback time (with timezone): -- Admin: Y/N yes Account Verified: Y/N yes Issue: delete line, extra phone (203) 557-8981, 64167FB6443F Cx does not need it anymore Troubleshooting: (steps taken to address the issue)Deleted #(203) 557-8981 on purchased device S/N 64167FB6443F Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N yes Case: 16992939 -- Customer Name: Shannon Linvel UID: 62870809008 Company number:9725299007 InContact ID: 62870809008 Extension #: 101 Best callback number: 2143108352 Email address: shannon@servanttechsolutions.com Customer's preferred callback time (with timezone):- Admin: Y/N yes Account Verified: Y/N yes, IVR verified. Issue: upgrade inbound caller ID to Incoming Caller ID Name Troubleshooting: (steps taken to address the issue) Customer wants to upgrade account from standard to premium. Advised to create CIF case. AM to call Cx. Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N yes Case: 16996130 -- Customer Name: Shannon Linvel UID:62870809008 Company number: 972 529 1466 InContact ID: 62788601008 Extension #: 101 Best callback number: 2143108352 Email address: shannon@servanttechsolutions.com Customer's preferred callback time (with timezone): Admin: Y/N yes Account Verified: Y/N yes, IVR verified. Issue: upgrade inbound caller ID to Incoming Caller ID Name Troubleshooting: (steps taken to address the issue) Customer wants to upgrade account from standard to premium. Advised to create CIF case. AM to call Cx. Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N yes Case: 16996688 -- Customer Name: Cam Kuniej UID: 275481049 Company number:4805342820 InContact ID: 275481049 Extension #: 101 Best callback number: 4805342820/6302766034 Email address: ckuniej@farmersagent.com Customer's preferred callback time (with timezone): --ASAP Admin: Y/N yes Account Verified: Y/N yes, IVR Issue: SMSs, same SMS over hundred all inbound SMSs; Cx sent Troubleshooting: (steps taken to address the issue) Checking logs, message seems to be resending from own system. Cx told me to take the time necessary on hold while processing the issue. SME told me it could be SIP attack, sent network requirements to Cx. Instructed Cx to unplug IP phones, and block SIP ports. Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: -- Customer Name: UID: Company number: InContact ID: Extension #: Best callback number: Email address: Customer's preferred callback time (with timezone): Admin: Y/N Account Verified: Y/N Issue: Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: