Untitled Note

Incontact ID: 458609495004 RC#: 2246018722 User ID: 63134839028 Caller Name: Amie - excel care Email: marrojo@excelcarehh.com Callback Number: (224) 354-1269 | Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Amie | outbound call for the main company number 2246018722 - assisted by Cons Description: outbound call for the main company number 2246018722 Issue: main phone number 2246018722 needs to make outbound calls - Troubleshooting: >recommend to log on the App using the 2246018722 - customer recommend to use ext 109 instead > customer recommend to use ext 109 instead - update the email to mjt.synergistichealth@gmail.com - reset the password and PIN - done - customer unable to login - advised to reset password/forgot password - advise to try to login in again - customer confirmed issue resolved. eoc Closing ticket approval Case: 17325790 CX agreed to close case: Any other open case/s: Test Reso: CSAT spiel: Need intervention: Incontact ID: 458723558210 RC#: 7084603235 User ID: 719235009 Caller Name: Cristina Grospe Email: cahhs8@yahoo.com Callback Number: 224) 440-0633 Account Verified: (Y) IVR verified Admin/User: Admin | User ext 101 Subject: For Kristina | fax issue - assisted by Cons Description: fax issue unable to received and send Issue: Fax is not working - Fax number (708) 460-3934 Troubleshooting: > fax number is (708) 460-3934 - assigned to ext 102 - swap to 708) 898-4844 > (708) 898-4844 update number to voice and fax > customer confirmed that the email notification for ext 101 from xty.caringangels@gmail.com to cahhs8@yahoo.com - update ext 102 - update only to notify to xty.caringangels@gmail.com - recommend to use the email cahhs8@yahoo.com,xty.caringangels@gmail.com for the ext 101 and 102 - customer agreed. > assisted customer to update the caller ID 2. For Users, click Settings. For Administrators, click Admin Portal > My Extension > Settings. 3. Go to Outbound Calls/Faxes > Caller ID. 4. Click Edit under Fax Number. 5. Select the number you want to set as your Outbound Fax Caller ID. 6. Click Done > Save. > fax number (708) 460-3934 - Company Fax Number for ext 102 > send test fax - customer confirmed issue resolved 17139187 TCR Issue - ongoing -customer is not yet done filling up the form- offer to assist her - she advised will continue it later - Closing ticket approval Case: 17326698 CX agreed to close case: Y Any other open case/s: Y - 17139187 TCR Issue - 17139187 TCR Issue - ongoing -customer is not yet done filling up the form- offer to assist her - she advised will continue it later - Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 458723666920 RC#: User ID: Caller Name: Email: Callback Number: (972) 428-7172 Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by Cons Description: Issue: call got DC - call back (972) 428-7172 - 458723673496 no answer - Troubleshooting: > Closing ticket approval Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 458723659778 RC#: 2192144246 User ID: 3617594020 Caller Name: Princesa Email: admin@sammoberly.com Callback Number: 7634551173 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Pincessa | TCR Follow up - assisted by Cons Description: TCR Follow up Issue: TCR Follow up Troubleshooting: > check account 17269283 -will fill out and resubmit another form with Primary business number as the 2192144246 - customer confirmed submitted the form last Jan 18, 2023 - advise 10 business day TAT - advised to send the copy she submitted to attach to the open case - done - eoc Closing ticket approval Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 458723691884 RC#: 7079007070 User ID: 2189267014 Caller Name: silk road express - Jack Email: msbahtiyor@gmail.com Callback Number: (215) 618-6698 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Jack | TCR Submission - assisted by Cons Description: TCR Submission Issue: user ext 1 (707) 413-6249 - unable to send SMS - other ext are not sending and only ext 1 the one allowed to send and received SMS Troubleshooting: > check number Not Supported >Customer is not yet registered to TCR - educate customer about the TCR - done >Assisted customer to complete and submit TCR- advised TAT 10 business day - done > call got DC - call back (215) 618-6698 458723764052- spoke with Jack - continue TS - call got DC again - call back (215) 618-6698 - 458723767767 - spoke with Jack - continue ts - customer said that he need time to submit the copy for us to check before he upload it to the link - > advised customer to send a copy to the email thread for us to attached to the case - done > Endorse to SME for RC dependency > assisted customer to modify the other super admin - done For TCR SME Endorsement (TCR RC Dependencies) Case #: 17329098 Issue: TCR Submission Reason: > check number Not Supported >Customer is not yet registered to TCR - educate customer about the TCR - done >Assisted customer to complete and submit TCR- advised TAT 10 business day - done > customer said that he need time to submit the copy for us to check before he upload it to the link - > advised customer to send a copy to the email thread for us to attached to the case - done Closing ticket approval Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 458723759720 RC#: 9733232437 User ID: 62392046004 Caller Name: Dory Email: dorie@goagrade.com Callback Number: 9734737247 Account Verified: (Y) via IVR Admin/User: Admin | User ext Subject: For Dory | user ext details update - assisted by Cons Description: user ext details update Issue: ext needs to be change - ext 113 9733232437 should be 112 and ext 114 - (973) 450-0198 should ext 113 Troubleshooting: > assisted customer to update the ext 113 9733232437 should be 112 and ext 114 - (973) 450-0198 should ext 113 - educate customer about Global emergency and special service numbers https://support.ringcentral.com/article-v2/4455.html?brand=RC_US