Untitled Note

9992438212*11530 October 12, Wed 1.) 16482373 CASE NUMBER - 16482373 Issue: For Luis_Call Queue_Assisted By Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 427581580084 Date and Time: 10/12/2022 6:03:51 AM Reason for Call: None Incontact ID: 427581580084 RC#: 8642486261 User ID: 62865322028 Caller Name: Luis Gonzalez Email: luis@medicaretlc.com Callback Number: Account Verified: y sq admin Total # of DL's: 3 Company Name: Med-I-Care Insurance Solutions Sign Up Date: 06/29/2021 Troubleshooting: Luis called in saying that he is not receiving calls -cust said that he was able to fix call queue issue -walk through cust with call handling -answered questions regarding call queues/ auto receptionist -no other issue raised during the call -csat spiel satisfied Notes: calls before 9am are going straight to vm mon to sat 8am to 8pm for all numbers Security Question: What is your oldest sibling's middle name? Answer:Antonette 8646252112 ************************************************************** 2.) 16482511 CASE NUMBER - 16482511 Issue: For Jesus_Provisioning_Assisted By Mira Incontact ID: 427581591955 RC#: 7816701661 User ID: 1362610020 Caller Name: Jesus Santos Email: jsantos@readingcoop.com Callback Number: 7816701661 Account Verified: y sq 1661 - admin Total # of DL's: 112 Company Name: Reading Cooperative Bank Sign Up Date: 04/18/2017 Make and Model: Polycom VVX 350 Serial Number: 4825671B67BA DL: (781) 786-2513 Ext. 2513 Troubleshooting: Jesus called in saying that he needs assistance with desk phones that he recently bought -walk through cust on how to add a dl -walk through cust on how to add the phone to admin portal -phone is online in the admin portal -cust confirmed that the phone is working - cust can make and receive calls -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Active ContactID: 427581591955 **************************************************************** 3.) 16483064 CASE NUMBER - 16483064 Issue: For Mike_Unable to Send SMS_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427581621979 Date and Time: 10/12/2022 6:58:13 AM Reason for Call: sms Incontact ID: 427581621979 RC#: 8886813002 User ID: 205275041 Caller Name: Mike Harris Email: paperroute.acq@gmail.com Callback Number: (562) 684-2320 Account Verified: y sq admin Total # of DL's: 1 Company Name: Paper Route Acquisitions LLC Sign Up Date: 02/24/2021 Troubleshooting: Mike called in saying that he cannot send sms using this (562) 684-2320 -call got disconnected - did call cust back at phone number - 8886813002 || Active ContactID: 427581646844 -did call cust back at phone number - (562) 684-2320 || Active ContactID: 427581649023 -cust not available, reached vm, left vm -checked AI - sms enabled - checked portal - sms included -needs to reprov the number (562) 684-2320 for sms -escalate to telco ops Notes: cannot send sms - can receive sms Security Question: In what city were you born? Answer:Tampa ************************************************************** 4.) 16483197 CASE NUMBER - 16483197 Issue: For Eric_Call Queue_Assisted By Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 427581650208 Date and Time: 10/12/2022 7:21:45 AM Reason for Call: not_ringing Incontact ID: 427581650208 RC#: 4076885031 User ID:3296074020 Caller Name: Eric Dearbeck Email: eric.dearbeck@sanfordfl.gov Callback Number: 4076885031 Account Verified: y sq ext 5031 - admin Total # of DL's: 317 Company Name: City of Sanford Sign Up Date: 03/18/2020 Troubleshooting: Eric called in saying that Emily from call queue Solid Waste -turn off the dnd for ext 5097 Emily -did make a test call and was able to speak with Helen and confirmed that Emily is on the phone and working now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: call queue solid waste - emily will not rigning (407) 688-5097 4076885000 **OUTBOUND CALL** CASE NUMBER - 16290817 RC#: 4109754920 User ID: 1331523011 Caller Name: Nicol Hugger Email: nhugger@dynasplint.com Callback Number: 4109754357 Account Verified: y sq ext 4920 - admin Total # of DL's: 189 Company Name: Dynasplint Systems Sign Up Date: 12/30/2013 -did call cust back at phone number - 4109754357 || Contact ID: 427581695429 || Active ContactID: 427581973001 -was able to speak with Nicol -continue with ts -checked one by one if cnam are all updated for the ff numbers: -6466127590 || 3235532809 || 3013550265 || 9035085723 || 3473770336 || 8324954168 || -8324954168 || 4808962269 || 5039253169 || 3107158227 || 6172214524 || 3159302856 || -9733393853 || 4087865025 || 3135283090 || 4153545715 || 5623845700 || 9164368458 || -3016867905 || 6305818820 || 7602837423 || 5089743673 || 9032006735 || 6192727544 || -3104597650 || 5189304085 || 2488645895 || 2488645892 || 9738100220 || 5165433379 || -6175539370 || 2142069560 || 7193011650 || 9147291015 || 6124446285 || 3109064940 || -7328531781 || 3033515034 || 2096903780 || 2199614221 || 9163304510 || 9492073135 || -8324136679 || 6143001122 || 6143440710 || 9099061280 || 6822356085 || 5105849033 || -6313544233 || 5129107865 ||7204398695 || 7749296026 || 2028705923 || 7732738590 || -7607102880 || 3109460353 || 6303186936 ||2105988633 || 3307541098 ||2063169025 || -8502029145 || 3137498239 || 8324042738 || 7328678860 || 4149304515 || 9496294245 || -8325987165 || 8327798365 || 5625131644 || 5086440577 || 5086440579 || 8325590720 || -6169304238 || 2532371373 || 2256271856 || 6469304685 || 4084048622 || 3109460362 || - 6173158544 || 4048553737 -cust said to check all the phone numbers in the admin portal -checked the numbers one by one in phone system - phone numbers - all numbers -stopped at page 7 - the ff numbers are updated -(443) 563-1624 /(443) 539-7225 /(410) 648-4067 / (410) 449-5454 / (410) 849-0708 / -(410) 690-7481 / (410) 775-4031 / (313) 528-3090 / (909) 906-1280 / (612) 444-6285 / -(832) 559-0720 /(832) 598-7165 / (832) 779-8365 / (508) 644-0577 / (508) 644-0579 / -(719) 301-1650 / (617) 553-9370 / (516) 543-3379 / (513) 253-0505 / (205) 464-9185 / -(310) 459-7650 / (619) 272-7544 / (860) 612-8940 / (860) 612-8941 /(502) 771-5380 / -(508) 974-3673 / (760) 283-7423 / (410) 384-4752 /(410) 384-4757 - (410) 881-4644 / -(503) 925-3169 / (410) 544-9315 / (410) 975-4221 / (443) 261-1960 / (410) 975-4313/ -(410) 544-9338/ (410) 975-2299 / (410) 975-4502 / (410) 544-9495 /(410) 544-9308 / -(405) 438-0483 / (410) 384-4814 /(410) 384-4822 / (843) 308-1558 / (407) 545-5816 / -(443) 249-8731 / (502) 805-5836 / (410) 975-4295 / (254) 294-3822 / (443) 244-4986 Request for Cnam Update Case Number: 16290817 UID: 1331523011 Provider: IQNT-DID Cnam: DYNASPLINT 4437362124 4435527584 4435527596 4435527618 4436816896 4104495429 4108776742 4109893356 4109893368 4106484052 4106484056 4109287162 4109284625 4109284827 4103465249 4107297088 4109752280 4109753410 2153525855 4103465690 4103465697 4103465748 4103844726 4103844742 4103844746 4103844750 4103844751 4103844759 4103844760 4103844761 4103844762 4103844763 4107754062 4108814648 4109461824 4124405716 4105449336 4109754922 4105449358 4105449360 4105449330 4105449355 4432611716 4105449731 4105449379 4105449357 4105449388 4109754316 4432612117 4109753404 4432611709 4109752010 4109752012 4109752019 4105449339 4105449343 4109752296 4109754920 4109752275 4105449498 4105449359 4432611753 4109754152 4105449347 4105449749 4109752024 4105449830 4109754176 4105449306 4105449490 4432612119 4109754397 4105449332 4105449324 4105449371 4105449325 4109752210 4109754151 4105449312 4105449326 4109753419 4109752022 4109752240 4105449822 4109752026 4432611700 4105449827 4105449628 4105449821 4432612006 4105449817 4105449391 4109752273 4109752263 4105449815 4432611833 4109752256 4432611748 4105449344 4432612189 4105449373 4432611727 4105449367 4109752224 4109752250 4105449346 4109752276 4109753415 4105449341 4105449816 4109752254 4109754919 4432613205 4109752281 4109752214 4109754129 4109752242 4432611703 4432612003 4432611832 4439061620 8043620244 Case Number: 16290817 UID: 1331523011 Provider: Level3 - LI Cnam: DYNASPLINT 4108343045 2488642360 ***************************************************************** 5.) 16487688 CASE NUMBER - 16487688 Issue: For Tony_Provisioning_Assisted By Mira Incontact ID: 427582062877 RC#: 8329667000 User ID: 354462029 Caller Name: Tony Nakoul Email: tnakoul@onpointcontractinginc.com Callback Number: 8329667000 Account Verified: Rain sales said that acct is verified Total # of DL's: 4 Company Name: On Point Contracting, Inc Sign Up Date: 08/05/2021 Make and Model: Yealink SIP-T57W - Rental SN: 805E0C8C0DDF || 805E0C8C125F || 805E0C1CCC35 DL: (832) 772-4299 ext 102 || (832) 674-1793 Ext. 101 || (832) 965-0670 ext 105 Troubleshooting: Rain from Sales transferred the call - was able to speak with cust Tony -cust said that he needs assistance with the desk phones -assigned the phone with SN 805E0C8C0DDF to ext 102 -connect the phone to the internet - wireless -phone with 805E0C8C0DDF is online now in the admin portal -cust did make a call - confirmed that both inbound and outbound are working -cust said that both desk phone and rc app are ringing -assign the phone with sn 805E0C8C125F to ext 101 -cust make a test call - confirmed that both incoming and outgoing are working -assign the phone with sn 805E0C1CCC35 to ext 105 - Lea -cust confirmed that ext 105 is working - both incoming and outgoing -walk through cust - presence -walk through cust in assigning the phone number (832) 899-5547 to a new user ext 106 -create a call queue On Point Contracting, Inc - ext 101 and 105 -no other issue raised during the call -asked permission to close the case cust agreed -dissat with sales - took too long to resolve the issue Notes: Active ContactID: 427582062877 - rain from sales team - setting up the devices 2 devices - 2lines Lea Ibanez - dispatch@onpointcontractinginc.com Serial Number: 805E0C1CCC35 - elsa 18019 OAK ORCHARD LN, CYPRESS, TX, 77433, United States Estephan@onpointcontractinginc.com || info@onpointcontractinginc.com Provisioning Counter: 8487 marwan - cristian 9362838694- external verizon *************************************************************** 6.) 16488770 CASE NUMBER - 16488770 Issue: For Ryan_Change Phone Number_Assisted By Mira Campaign Name: Retention Transfer 2 DNIS: 8558866683 Skill: Support T1 Office 20 USTS Incontact ID: 427582176210 RC#: 7193587696 User ID: 62967033028 Caller Name: Ryan Hoff Email: theteam@thepremiergroupco.com Callback Number:7193587696 Account Verified: y sq admin Total # of DL's: 3 Company Name: The Premier Insurance Group Sign Up Date: 08/04/2021 Troubleshooting: Ryan called in saying that he would like to assign the phone number 9708375853 to ext 104 -assigned phone number to ext 104 Naomi -added Naomi in the call queue The Premier Insurance Group -walk through cust with call queue -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Active ContactID: 427582176210 ext 104 naomi assigned 9708375853 7193587696 - main company ********************************************************************** 7.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Campaign Name: LNP Requests Direct Contact ID: 427582219369 Date and Time: 10/12/2022 2:38:50 PM Reason for Call: Incontact ID: 427582219369 RC#: User ID: 210691031 Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: Ryan from 5dls - port out - case number - ************************************************************************* 8.) 16488944 CASE NUMBER - 16488944 Issue: For Pam | Swapping of Numbers | Assisted by Mira Campaign Name: LNP Requests Direct Contact ID: 427582221861 Date and Time: 10/12/2022 2:41:51 PM Reason for Call: Incontact ID: 427582221861 RC#: 7704422154 User ID: 1561025020 Caller Name: Pam Hodgson Email: pamhodgson@seniorhelpers.com Callback Number: 7704422154 Account Verified: y sq admin Total # of DL's: 172 Company Name: Senior Helpers Sign Up Date: 10/20/2017 Troubleshooting: Rona from 0-19 transferred the call - was able to speak with cust Pam -cust said that she will be selling this company and will open another one -cust said that she would needs assistance with opening another account with rc -educate cust that she needs to contact her AM to create another account and inform to transfer the numbers as well -provide AM and AM Manager email because cust said that the AM did not response to her email -cust said that she has been working Notes: change to Rona from 0-19 - main swap with a diff number - selling the company elizabeth.cregg@ringcentral.com || matt.sutton@ringcentral.com *************************************************************************** 9.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: **************************************************************** 10.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: