Untitled Note

Customer Name: Best callback number: Customer's preferred callback time (with timezone): Email address: Problem: Steps to Reproduce: Behavior: Expected Behavior: Additional Notes: Type of QoS issue: Internet service provider: Network hardware information Modem make and model: Router make and model: Switch make and model: Attached devices to the network # of hardwired computers: # of Wi-Fi devices: # of IP telephony phones: Affected devices User extension : Serial number : Phone model: Any programs or devices that may generate internet traffic: IP Cameras or DVRs that have video streaming capabilities: Speedtest results Ping: Download speed: Upload speed: Additional information Date the issue started: Were there changes on the network before this issue started? : Call Samples: Called from: Called to: Date and Time: Actual Behavior: Result: Expected Behavior: Session Logs: Called from: Called to: Date and Time: Actual Behavior: Result: Expected Behavior: Session Logs: Called from: Called to: Date and Time: Actual Behavior: Result: Expected Behavior: Session Logs: -- Customer Name: Jeff Mitchell Best callback number: 612-599-0931 Customer's preferred callback time (with timezone): Anytime CST Email address: jmitchell@staysoigne.com Phone numbers, Extensions, and/or Serial numbers affected: 612-404-1123 Troubleshooting steps so far: contacted support How often does the customer experience the problem? Every call? Every call How many users/phones are affected? one Which Endpoint devices are affected? (Deskphones / Hardphones, Softphones, Mobile App) deskphone Whose end is experiencing the problem? our end only, caller side is ok Does the issue happen on Inbound calls only, Outbound calls only, or both? both inbound and outbound When did the issue start? intermittently over the past few months Did something change on the network recently when the issue was experienced? (New internet service, New equipment, etc.) no Calling Number: 612-599-0931 Called Number: 612-404-1123 Date and Time of the Call (including Timezone): 12:33 pm CST 1/5/23 Calling Number:612-404-1123 Called Number: 612-599-0931 Date and Time of the Call (including Timezone): 12:40 pm CST 1/5/23 -- Customer Name: Jeff Mitchell UID:62685767007 Company number: 612-404-1123 InContact ID:62685767007 Extension #: 101 Best callback number: 62685767007 Email address: jmitchell@staysoigne.com Customer's preferred callback time (with timezone): Anytime CST Admin: Y/N yes Account Verified: Y/N IVR verified Issue: Issues with buzzing fuzzy interference noise during phone calls. Troubleshooting: (steps taken to address the issue): Checked with SMEs, advised to escalate to QoS. -Cx needed inmediate solution, so resynced devices, 1 of them worked. -Performed provisioning on other device, got it fixed. -Advised Cx that fuzzy or static sound causes network issue, either compromised modem/router or defective cables. -Advised customer to have their IT or ISP provider to replace their modem or check their connections. -Working on case 17151300 to escalate to QoS. Case: 17165233 -- 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: