Untitled Note

For MacGregor | Port In Phone Number - Resolved by Jam Case ID: 19887856 inContact ID: 469499194731 User ID: 63035387023 RC Phone Number: 5077356582 Customer Name: MacGregor Smith Company Name: Lake Valley Hospice Call back #: (928) 848-7174 Email Address: msmith@lakevalleyhospice.com Number of DLs: 6 Account Verified (Admin): Y Ext. # 102 Issue / Customer Request: • needs assistance in porting in phone number >> 6129003667 TS Performed: Complete step-by-step documentation • assisted customer in submitting port in request on the admin portal • Phone System >> Phone Numbers >> Number Port In >> Port In Numbers • Order Number: 190638023 • Date Created: 08/25/2023 • Requested Port In Date: 08/30/2023 • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • assisted customer in submitting port in request on the admin portal Case Number: 19887856 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved by Jam Case ID: inContact ID: 469499215151 User ID: 3281750020 RC Phone Number: 19737724206 Customer Name: Roger Shum Company Name: Empire Auto Parts LLC Call back #: Email Address: Number of DLs: Account Verified (Admin): Y Ext. # authorized caller Issue / Customer Request: • account is locked on his Apple tablet TS Performed: Complete step-by-step documentation • • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Arianne | Call Forwarding - Resolved by Jam Case ID: 19888205 inContact ID: 469499210483 User ID: 348181016 RC Phone Number: (203) 9723465 Customer Name: Arianne O'Donnell Company Name: Law Office of Arianne O'Donnell Call back #: (203) 972-3465 Email Address: mail@attorneyodonnell.com Number of DLs: 2 Account Verified (Admin): Y Ext. # authorized caller ext 101 Issue / Customer Request: • wants that when main number is dialed (203) 972346, calls should be forwarded to her desktop app first then to answering service (203) 350-8646 TS Performed: Complete step-by-step documentation • checked call handling on the auto-receptionist • calls are being forwarded to ext 101 • checked call handling of ext 101 and answering service number is already added • set incoming call information to never • test call • tested working • issue resolved • provided customer when her contract will end • created CIF case for contract discussion • • advised that she is not completely done with the TCR registration since campaigns and number assignment is still pending • provide TCR phone number >> 855-925-8622 • • • • • issue resolved • no other concern • case closure confirmed • end of call 2039723465 6587667 | 2036587667 Resolution: How the issue was resolved • set incoming call information to never Case Number: 19888205 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: customer is passive SAT Pred: 5-8 For intervention - Yes Reason for Intervention: Passive Endorsed to TL/SME?: Yes **************************************** For Alex | Calls Going Straight to Voicemail - Resolved by Jam Case ID: 19889097 inContact ID: 469499265551 User ID: 57603092 RC Phone Number: (888) 5888801 Customer Name: Alex Company Name: Crestline Refrigeration Call back #: (561) 591-4510 Email Address: alexlocke@crestlinerefrigeration.com Number of DLs: 1 Account Verified (Admin): Y Ext. # 101 Issue / Customer Request: • calls going straight to voicemail when (888) 5888801 is dialed TS Performed: Complete step-by-step documentation • checked call handing on AR • calls are being forwarded to IVR >> IVR Menu 1001 (Ext. 1001) • key press 1 >> connect to ext 101 • checked call handling of ext 101 • calls are being forwarded to external number (561) 591-4510 for 4 rings • disabled add special number to incoming caller ID >>> 777 • test call • tested working • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • disabled add special number to incoming caller ID >>> 777 Case Number: 19889097 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** ADD CONTACT For Juan | Incoming Call - Resolved by Jam Case ID: inContact ID: 469499286367 User ID: 63357150004 RC Phone Number: (909) 7575837 Customer Name: Juan Manuel Martinez Company Name: New Indy Containerboard LLC Call back #: (562) 404-7433 6006490 Email Address: juan.martinez@tripaq-group.com Number of DLs: 703 Account Verified (Admin): Y Ext. # authorized caller Issue / Customer Request: • when (562) 600-3035 is dialed it says that "extension is not valid" have some park TS Performed: Complete step-by-step documentation • 52 (6) 646823393 Mexico 52 (6) 646823393 • • • • • • • • • • • • • • ext 6400 • 011526646823393 • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Joanne | Account Access