Untitled Note
By: Anonymous1/20/20232 views Public Note
SMS Compliance and Campaign Registration #TCR
Case ID: 17308078
Incontact ID: 458607943963
RC#: 8885067988
User ID: 63123701008
Total DLs: 1
Caller Name: Avery
Callback Number: (213) 567-4459
Verified Email: fullydarklikkle@icloud.com
Account Verified: Y
Admin / User: admin
Issue:
- want to enable SMS and asking to send him the form to register
Troubleshooting Done:
- educate about the TCR
- send customer the e-mail where to download the form
- advised of the turn around time
- customer said that he will fill out the form later on
- ask customer to also send a copy via e-mail
- no other concern
- end of call
FOR RC DEPENDENCIES
Case : 17308078
Issue : TCR
- unable to submit while on call || customer said that he will fill out the form later on
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Jerry | Port out status - Resolved by Jam
Case ID: 17308235
Incontact ID: 458607957975
RC#: 9192300103
User ID: 941228020
Total DLs: 2
Caller Name: Jerry
Callback Number: (910) 787-1421
Verified Email: jerry.march@hotmail.com
Account Verified: Y
Admin / User: admin
Issue:
- wants to know the status of existing port out ticket : 17286316
- January 30th
Troubleshooting Done:
- consult to NTD to check the status
- said that the numbers are already approved for release
- release date will be on the 30th of this month
- inform customer
- customer understood
- no other concern
- end of call
- swap number
- change company fax number to (440) 944-0829
- then wants the (919) 550-1838 to be moved on inventory
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FOR CASE CLOSURE
Case: 17308235
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Ilija | Call forwarding - Resolved by Jam
Case ID: 17309051
Incontact ID: 458607977642
RC#: 7732021144
User ID: 260666048
Total DLs: 3
Caller Name: Ilija
Callback Number: (773) 202-1144
Verified Email: info@eli.tax
Account Verified: Y
Admin / User: admin
Issue:
- calls are going to his external number : 7732021144
Troubleshooting Done:
- checked the current settings for ext 101
- it will ring his deskphone
- for missed calls it will forward the call to his external number
- changed missed calls to send to voicemail : ext 101
- unable to do test call
- customer needs to go to his meeting
- end of call
FOR ORT ENDORSEMENT
Case : 17309051
Issue : calls are being forwarded to his external number
Reason : unable to do test call to confirm resolution || customer needs to go to his meeting
-----
FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Shiela | Log in failed - Resolved by Jam
Case ID: 17309202
Incontact ID: 458607987319
RC#: 18007924060
User ID: 1549152013
Total DLs: 5
Caller Name: Shiela
Callback Number: 4167215424 || 639171292626
Verified Email: support150@tradeworldcorporation.com
Account Verified: Y - ext 150
Admin / User: user
Issue:
- log in failed error network occurred every time she tries to log in on RingCentral app
- issue just started yesterday
Troubleshooting Done:
- she was able to log in to the website but on the app itself its not
- ask customer to uninstall and re-install the app
- just showing a white screen after downloading the app
- followed TS for fixing white screen issue when launching ringcentral app for desktop
- but its not giving her an option for development menu when pressing ctrl shift D
- customer said that she was already able to log in
- however, what she needs is the RC Phone app
- walkthrough customer how to download app via support site
- ask customer to log in
- she was able to log in
- customer said that they need to test the line to check if everything is all good
- unable to do test call while on call since she is using the line to call me
- for confirmation resolution
- end of call
FOR INTERVENTION
Case : 17309202
Caller Name : Sheila
Issue : log in failed error network occurred every time she tries to log in on RingCentral app
Reason : for temp check
Kasi pag ganyan may possible bug or problem sa folder ng computer nila. kaya need i clear cache.
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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#TCR: SMS Compliance and Campaign Registration
Case ID: 17311663
Incontact ID: 458608142306
RC#: 3377619361
User ID: 217022049
Total DLs: 1
Caller Name: Dhaniesa
Callback Number: 3377619361
Verified Email: valenciasam00@gmail.com
Account Verified: Y
Admin / User: admin
Issue:
- unable to send and receive SMS
Troubleshooting Done:
- assist customer how to update SQ
- assist customer how to update the e-mail address on file
- educate about the TCR
- send customer the e-mail where to download the form
- advised of the turn around time
- ask customer to also send a copy via e-mail
- attached the TCR form to the case
- no other concern
- end of call
FOR RC DEPENDENCIES
Case : 17311663
Issue : TCR
- was able to submit while on call || already attached the form to the case
Troubleshooting Done:
-
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Katrina | Call Queue - Resolved by Jam
Case ID: 17312783
Incontact ID: 458608247635
RC#: 2138921200
User ID: 208195023
Total DLs:
Caller Name: Katrina
Callback Number: 2138921200
Verified Email: kperez@kneafseyfirm.com
Account Verified: Y
Admin / User: admin
Issue:
- call queue
- said that she while she is on an active call, other member cannot call her extension - ext 102
Troubleshooting Done:
- explain the current set-up on the account and how call queue works
- customer wants to just forward the call directly to her extension
- assist customer how to forward the call to her extension
- test call
- tested working
- issue resolved
- no other concern
- end of call
-----
FOR CASE CLOSURE
Case: 17312783
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Tracy | Provisioning - Resolved by Jam
Case ID: 17313534
Incontact ID: 458608283851
RC#: 8008606932
User ID: 211521041
Total DLs: 16
Caller Name: Tracy
Callback Number: 4753560102
Verified Email: tle@savkat.com
Account Verified: Y
Admin / User: admin
Issue:
- need to get the desk phone's log in in order for her to reset the phone
- SN : 805EC0C07272 || 805EC0C07157
Troubleshooting Done:
- ask customer to try either 456 or 789 for the password
- was able to access the phone
- no other concern
- end of call
FOR INTERVENTION
Case : 17313534
Caller Name : Tracy
Issue : need to get the desk phone's log in in order for her to reset the phone
Reason : Temp check
-----
FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Jeff | Call Forwarding - Resolved by Jam
Case ID: 17313660
Incontact ID: 458608314318
RC#: 4052353573
User ID: 362025029
Total DLs: 21
Caller Name: (405) 919-9675
Callback Number: Jeff
Verified Email: jeff@jyork.com
Account Verified: Y
Admin / User: admin
Issue:
- when 4056332539 is dialed, they want that caller to hear a greeting then press 1 for Craig and 2 for Pepper
- time and date out of sync
Troubleshooting Done:
- created an IVR menu
- assign direct number to that IVR
- test call
- tested working
- need to provision desk phone
DL : (405) 871-5842
SN : 4825671F37C0
IP address : 192.168.1.27
User : Ext 122
- ask customer to reboot the desk phone
- test call
- tested working
- assist customer how to order desk phone on the admin portal
- pending number : 773896028
- no other concern
- end of call
FOR RC DEPENDENCIES
Case : 17313660
Issue : order 2 desk phones
Reason : RC Dependencies | Shipping
-----
FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For Melina | Provision Polycom - Resolved by Jam
Case ID: 17314994
Incontact ID: 458608464330
RC#: 1 (773) 7475946
User ID: 2372180004
Total DLs: 7
Caller Name: Melina
Callback Number: 3128096659
Verified Email: melina@ecotechpestcontrol.com
Account Verified: Y
Admin / User: Y
Issue:
- transferred call from Melsin
- needs to provision Polycom phone
Extension Number in Issue: 164
Serial Number of the phone: 0004F2841C83
Make and Model: Polycom VVX 600
Digital Line: (312)809-6659
IP address : 153.33.69.63
Troubleshooting Done:
- ask customer to reset the phone
- get the phone's IP
- checked that the phone is duplicate to a different account
- verified the other account to customer
- deleted the phone on the other account : UID 380517048
- did assisted provisioning
- test call
- tested working
- issue resolved
- no other concern
- end of call
FOR INTERVENTION
Case : 17314994
Caller Name : Melina
Issue : provisioning
Reason : issue resolved || temp check
-----
FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
Case ID:
Incontact ID: 458608598811
RC#:
User ID: 3028646020
Total DLs:
Caller Name:
Callback Number:
Verified Email:
Account Verified:
Admin / User:
Issue:
- mitel
Troubleshooting Done:
-----
FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
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Verified Email:
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For | - Resolved by Jam
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Verified Email:
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For | - Resolved by Jam
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Total DLs:
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Verified Email:
Account Verified:
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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For | - Resolved by Jam
Case ID:
Incontact ID:
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User ID:
Total DLs:
Caller Name:
Callback Number:
Verified Email:
Account Verified:
Admin / User:
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Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
Case ID:
Incontact ID:
RC#:
User ID:
Total DLs:
Caller Name:
Callback Number:
Verified Email:
Account Verified:
Admin / User:
Issue:
Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
****************************************
For | - Resolved by Jam
Case ID:
Incontact ID:
RC#:
User ID:
Total DLs:
Caller Name:
Callback Number:
Verified Email:
Account Verified:
Admin / User:
Issue:
Troubleshooting Done:
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FOR CASE CLOSURE
Case:
CX agreed to close case: Y
Any other open case/s: N
Test Reso: Y
CSAT spiel: Y
Need intervention: N
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