Untitled Note

For Michael | Phone Provision - Resolved by Jam Case ID: 20076088 inContact ID: 470497494340 User ID: 2204092015 RC Phone Number: (718) 2234313 Customer Name: Michael Company Name: Plumbers Local 1 Welfare Fund Call back #: 9175947476 Email Address: mshawky@premiertechnology.com Number of DLs: 17 Account Verified (Admin): Yes | Ext. # 200 Issue / Customer Request: • provision 2 desk phones TS Performed: Complete step-by-step documentation • customer purchased the devices to RingCentral • phone is under unassigned extensions • assigned the phone to user • asked the customer to power cycle device • guided customer to check the call handling set-up of users • phone showed online on the portal • test call on customer's end • tested working • swap phone number on SCP • Phone Number: 1 (513) 5728674 Change to: 1 (513) 5728603 • issue resolved • no other concern • case closure confirmed • end of call Device : Yealink T57W Prime Business Phone Serial Number : 249AD83ACD70 User : Anapa George - Ext. 108 Phone Number : (513) 572-8603 Device : Yealink T57W Prime Business Phone Serial Number : 249AD83AC934 User : Kia McLune - Ext. 106 Phone Number : (513) 572-8674 Resolution: How the issue was resolved • assigned phone to user and power cycle device Case Number: 20076088 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Jacqui | Inbound Faxing - Resolved by Jam Case ID: 20077389 inContact ID: 470497568780 User ID: 1256604011 RC Phone Number: 9516534100 Customer Name: Jacqui Uribe Company Name: The Luis Uribe Mortgage Group Call back #: (951) 653-4100 Email Address: Jack@MyLenderLuis.com Number of DLs: 5 Account Verified (Admin): Yes | IVR verified Issue / Customer Request: • receiving faxes being sent on (877) 494-8260 TS Performed: Complete step-by-step documentation • changed deliver faxes to Team Luis Uribe, Ext. 101 • added e-mail addresses on extension 101 >> jack@mylenderluis.com;melissa@myLenderLuis.com;luis@mylenderluis.com • send test fax • tested working • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • changed deliver faxes to Team Luis Uribe, Ext. 101 • added e-mail addresses on extension 101 Case Number: 20077389 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Its really great! SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Justin | Port In Phone Numbers - Resolved by Jam Case ID: 20077368 inContact ID: 470497601677 User ID: 63144693023 RC Phone Number: (385) 3384241 Customer Name: Justin Thompson Company Name: Gerber Construction Call back #: 8015991055 Email Address: JT@1Gerber.com Number of DLs: 32 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • transferred call from Em Lepran of Implementations • needs assistance in porting in 32 phone numbers TS Performed: Complete step-by-step documentation • checked that there are already temporary numbers on the account • asked customer to log in on admin portal • call disconnected • callback customer • incid : 470497620782 • inform customer that he need first to set-up users under unassigned extensions • once done, he can process the port in request and do the number mapping • provide instructions to customer about the steps on how to set-up users and port in phone numbers • end of call Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Michelle | Account Inquiry - Resolved by Jam Case ID: 20078131 inContact ID: 470497614255 User ID: 726972020 RC Phone Number: 14163659000 Customer Name: Michelle Company Name: EnStream LP Call back #: (647) 622-1445 Email Address: michele.dunglinson@enstream.com Number of DLs: 21 Account Verified (Admin): Yes | IVR verified Issue / Customer Request: • they will be moving office and wants to know if they can use their phone still and connect it wirelessy TS Performed: Complete step-by-step documentation • inform customer that since their phone is Polycom they need to purchase a wifi dongle in order for them to use their phone wirelessy • inform customer that they can move their phones and use it so long as it is connected to network • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • customer education Case Number: 20078131 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Carl | Move License to Another Cost Center - Resolved by Jam Case ID: 20078392 inContact ID: 470497641854 User ID: 63357150004 RC Phone Number: 9094933600 Customer Name: Carl Smith Company Name: New Indy Containerboard LLC Call back #: 9094933600 Email Address: carl.smith@new-indycb.com Number of DLs: 703 Account Verified (Admin): Yes | IVR Issue / Customer Request: • mved license form cost TS Performed: Complete step-by-step documentation • moved Pam Myers to CCC cost center • billing > cost center management > cost centers > OXN > billing items • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • moved Pam Myers to CCC cost center Case Number: 20078392 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Brad | Port In Status - Resolved by Jam Case ID: 20078737 inContact ID: 470497672236 User ID: 63104630023 RC Phone Number: (320) 4414713 Customer Name: Brad Windfeldt Company Name: MCCLURE INSURANCE AGENCY Call back #: (980) 217-4128 Email Address: Brad@mcclureinsuranceagency.com Number of DLs: 5 Account Verified (Admin): Yes | Ext. # 104 Issue / Customer Request: • calling about the port in request with order number 190828023 • existing port in case 20064893 TS Performed: Complete step-by-step documentation • reached out to NTD • • release • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Shaun | Intercom - Resolved by Jam Case ID: 20078864 inContact ID: 470497694647 User ID: 580992040 RC Phone Number: (337) 2792099 Customer Name: Shaun Trahan Company Name: L Shaun Trahan Law Office Call back #: 3378899243 Email Address: shaun@lshauntrahanlaw.com Number of DLs: 2 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • enable intercom • getting a message "this person does not accept intercom calls" TS Performed: Complete step-by-step documentation • enable intercom for extensions 101 and 102 • User List > Users with Extensions > Devices