Untitled Note

Cx called on 12/27/2022. I advised her the AM called but got to voicemail. She asked me to tell the next caller to first either text her back at (281) 782-8054 or email her at susan@familyrealtycompany.com before the call so she can deactivate her blocking software and she can take the call. -- Customer Name: Susan Hilyard UID:729242011 Company number:281-578-2888 InContact ID: 729242011 Extension #:101 Best callback number: (281) 782-8054 Email address: susan@familyrealtycompany.com Customer's preferred callback time (with timezone): Notify her about the call, EST Admin: Y/N yes Account Verified: Y/N Yes Issue: Concern on case AM not calling her. Troubleshooting: (steps taken to address the issue): Cx called on 12/27/2022. I advised her the AM called but got to voicemail. She asked me to tell the next caller to first either text her back at (281) 782-8054 or email her at susan@familyrealtycompany.com before the call so she can deactivate her blocking software and she can take the call. Case: 17035462 -- Customer Name: Matthew Hornik UID: 62794349031 Company number:5167315625 InContact ID: 457516567421 Extension #: 101 Best callback number: (516) 523-2686 Email address: matt@toplockny.com Customer's preferred callback time (with timezone):est Admin: Y/N yes Account Verified: Y/N yes Issue: Every call queue should display Queue name Called ID number, only Ext 8 call queue working correctly. Troubleshooting: (steps taken to address the issue) Cx wants call queues to display Queue name and Caller ID number, only Call queue on ext 8 is doing so. -Checked display settings on call queues, everything configured fine. -Reconfigured settings, ext 3 and 8 started working correctly. -Cx mentioned past case, 17027680, which was closed, referring to same problem. -Numbers were all assigned to Auto-Receptionist and not to specific call queues, reassigned every single number. -Reassigned main number to Auto-Receptionist. -Edited to no greeting in auto-receptionist, as callers connect to every queue dialing the direct number of each queue. -Tested each queue individually, queues on ext 5 and 6 did not work, so proceeded to reconfigure those queues. -Did not work, so deleted and created queues, configured them and after the test everything worked correctly. -Queue on ext 8 was showing the queue name of ext 1, then the correct ext. -Checked both queues, settings were correct, c -Cx did not have more issues related to this case, wants a callback to test everything is working correctly. -Checked on case 17027680, issue with Caller ID name, advised him that it may take up to 14 bussiness days, so one more week. Case: 17070558 -- Customer Name: Matthew Hornik UID: 62794349031 Company number: 5167315625 InContact ID: 62794349031 Extension #: 101 Best callback number: (516) 523-2686 Email address: matt@toplockny.com Customer's preferred callback time (with timezone): - EST Admin: Y/N yes Account Verified: Y/N yes Issue: Called ID name update Troubleshooting: (steps taken to address the issue) -Cx advised about a call made a week ago, found case 17027680. -Advised Cx that caller ID name update may take up to 14 days. -Cx understood, no more concerns regarding this topic. Case: 17072556 -- 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: