Untitled Note

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. -Cx did not have more issues related to this case, wants a callback to test everything is working correctly. -Called back on 12/28/2022, call queue on ext 8 kept having problems -Checked queue settings, all set properly. Checked on general settings, custom rule was making phone calls directed to (347) 774-3039 first pass by Auto-Receptionist. -Reassigned number, everything working correctly now. -No more issues from Cx. Case: 17070558 -- Customer Name: Robbie Sosna UID: 62881700008 Company number: 5619834379 contact ID: 62881700008 Extension #: 101 Best callback number: (305) 363-5900 Email address: robbie@98bucksocial.com Customer's preferred callback time (with timezone): CST Admin: Y/N yes Account Verified: Y/N yes IVR Issue: Cx works mainly with SMSs and have not had them for almost a month Troubleshooting: (steps taken to address the issue) Cx says he submitted form, not appearing on Google Sheet. -Informed him about how to re-send it, not willing to. -Wants a callback on 12/29/22, will advise on how to manually send the tcr form on https://www.campaignregistry.com/ Case: 17080485 -- 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: Account Manager has not contacted customer regarding an account upgrade. Troubleshooting: (steps taken to address the issue): Cx asked for account upgrade on two different accounts on 12/16/22, cases 16996586 and 16996796. -Created CIF case on unresponsive AM. Case: 17082602 -- 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: -- 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: