Untitled Note

For Donna | Company Greeting - Assisted by Jam Case ID : 16596404 Incontact ID: 430742837189 RC#: 9193229246 User ID: 62421494006 Caller Name: Donna Email: info@myinnerlogic.com Callback Number: 62421494006 Account Verified: yes Admin/User: admin Issue: - want to delete the company greeting and record a new one - mentioned that their customers can't leave VM Troubleshooting: - assist customer on how to record company greeting - phone system >> auto receptionist >> general settings >> company call handling >> company greeting - did test call - route to VM but it is already full - assist customer how to delete VMs - did test call but same error VM is full - (919) 802-7490 - change settings - forward calls to ext 103 - assist customer to record voicemail greeting - test call - issue is resolved - offer support site - end of call ******************* For Stepahine | CNAM - Assisted by Jam Incontact ID: 430743047967 RC#: 16463949996 User ID: 288837030 # of DLs: 5 Caller Name: Stephanie Email: stephanie.maiolo@nushama.com Callback Number: 6463949996 Account Verified: Yes Admin/User: yes Issue: - all the numbers shows as spam numbers - prefer CNAM : Nushama - all numbers must shows as the actual number Troubleshooting: - advised customer that we will process CNAM request - will CB for update CNAM Request: Number: 1 (646) 3949996 CNAM: Nushama Carrier: Bandwidth ******************* For Cony | CNAM - Assisted by Jam Case ID : 16598622 Incontact ID: 430743078776 RC#: 5628066710 User ID: 1873285020 # of DLs: 1,118 Caller Name: Cony Email: rodriguezagency22@gmail.com Callback Number: 5628066710 Account Verified: Yes Admin/User: Yes Issue: - CNAM shows as ALMA PEREZ - wants to be change to their company name Troubleshooting: - transfer to higher DL ******************* For Scott | Provisioning - Assisted by Jam Case ID: 16599187 Incontact ID: 430743134553 RC#: 19549906482 User ID: 1561818027 # of DLs: 28 Caller Name: Scott Email: ftuniftruechoicetech.com Callback Number: 5612149301 Account Verified: yes Admin/User: yes Issue: - re-assigning a phone to new user - ext 123 to ext 132 - wants to make sure that the ext 123 can still use the RC app Troubleshooting: - transfer to higher DL - inContact ID :430743235136 Account Verified Y/N: Yes How many phones are affected?: 1 Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: 0004F27B0B2F Make and Model: Polycom VVX 500 Color Touchscreen Phone Digital Line: (954) 990-0474 Other Notes: Is the customer on the same location where the phone is?: Yes Internet connection working?: Yes Additional Question -Phone has user extension and DL assigned: Yes currently assigned to ext 123 : (954) 990-0474 -Customer's internet connection is working: Yes -Customer is in the same location as the phone is: Yes ******************* For Kim | Failed to send SMS - Assisted by Jam Case ID: 16600489 Incontact ID: 430743248155 RC#: 13153299199 User ID: 343691020 # of DLs: 2 Caller Name: Kim Email: gbulinski@me.com Callback Number: 3154568924 Account Verified: Yes Admin/User: Admin Issue: - message can not be delivered when sending SMS - SMS number : 844322234 - it will show that it will send then after few minutes it will give an error delivery failed Troubleshooting: - checked SMS logs on SCP there are failed outbound messages - ask customer to send SMS - send test SMS to customer - SMS was received - check SMS log it was put on queued status - create telco case to re-provision the number - inform about the turnaround time - will CB for update Included Calling Credit$74.95 available (out of $78.00) Purchased Calling Credit$1.79 available (~ 46 US minutes) RC MVP22 minutes used (out of 150000) - we cannot see any - send SMS to customer - check - running out of credits / top up / if the issue remains we will request for the number to be rebranded ******************* For | - Assisted by Jam Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: ******************* For | - Assisted by Jam Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: *******************