Untitled Note

For Billy | Deskphone - Resolved by Jam Case ID: 20005733 inContact ID: 470159797339 User ID: 1837220020 RC Phone Number: (212) 9777033 Customer Name: Billy Zakatis Company Name: The Perecman Firm Call back #: (718) 355-9155 Email Address: info@zbrella.com Number of DLs: 50 Account Verified (Admin): Yes | Ext. # 9999 Issue / Customer Request: • add user kate e-mail envelope • Kate Gawlik - ext 360 add number to button on phone date and on the top left and envelope TS Performed: Complete step-by-step documentation • assisted customer to set-up presence for extension 360 • sent e-mail to customer for the article to create user settings template • he is not on the location right now where the phone is • issue resolved • no other concern • case closure confirmed • 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 Cathy | Call Forwarding - Resolved by Jam Case ID: 20006058 inContact ID: 470159829031 User ID: 1943413010 RC Phone Number: (714) 2434104 Customer Name: Cathy Underwood Company Name: B2B Staffing Services and AHR Professio Call back #: (714) 243-4104 Email Address: cathy@b2bstaffingservices.com Number of DLs: 28 Account Verified (Admin): Yes | Ext. # 151 Issue / Customer Request: • call forwarding for (714) 750-9979 • when phone number is dialed, want multiple users to ring TS Performed: Complete step-by-step documentation • checked where phone number is assigned • guided customer to set-up call forwarding to ext 500 • added co-worker ext 510 and 460 ringcentral desktop and mobile apps • set to 6 rings • disable all calls forward to Kristavel Hernandez (Ext. 460) • record user name set to "scheduling" • enable greet caller with a message • call disconnected • callback customer • incid : 470159872595 • was able to spoke to Cathy and asked her to do a test call on her end • test call • tested working • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • guided customer to set-up call forwarding to ext 500 Case Number: 20006058 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Satisfied SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No * For Noah | Number Swap - Resolved by Jam Case ID: 20006914 inContact ID: 470159858093 User ID: 63125624023 RC Phone Number: (938) 2272190 Customer Name: Noah Mathewsoah Company Name: Ark Insurance Agency Call back #: (713) 444-4158 Email Address: nmathew s@arkinsagency.com Number of DLs: 1 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • ported in phone number (281) 789-2211 and want it to become their main number TS Performed: Complete step-by-step documentation cswap phone number in SCP • Phone Number: 1 (281) 7892211 Change to: 1 (938) 2272190 • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • swap phone number in SCP | Phone Number: 1 (281) 7892211 Change to: 1 (938) 2272190 Case Number: 20006914 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Satisfied SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No * For Rewais | Update User Details - Resolved by Jam Case ID: 20007190 inContact ID: 470159897285 User ID: 63330058004 RC Phone Number: (718) 4500515 Customer Name: Rewais Morcus Company Name: SCOPE