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For Alagesan | CNAM - Assisted by Jam Case ID: 16880401 Incontact ID: 456528276913 RC#: 8006061107 User ID: 451136048 # of DLs: 7 Caller Name: Alagesan Email: premiumusedautoparts22@gmail.com Callback Number: 8006061107 Account Verified: yes Admin/User: admin Issue: - customer mentioned that his caller ID name is not displaying - mentioned that he already updated it on the admin portal - set expectation that it will take 7 to 14 days if he will process it on the admin portal - about to request for CNAM push and advised for the turnaround time - but customer is upset for the process and said that they are already losing the business - wants to talk to supervisor Troubleshooting: - CNAM push CNAM Request Template NUMBER: - (925) 400-9118 : LEVEL 3 COMMUNICATIONS LLC - (925) 474-4610 : ONVOY LLC - (925) 397-4113 : LEVEL 3 COMMUNICATIONS LLC - (925) 202-2217 : LEVEL 3 COMMUNICATIONS LLC - (925) 401-7276 : LEVEL 3 COMMUNICATIONS LLC - (925) 623-5422 : LEVEL 3 COMMUNICATIONS LLC - (925) 694-0119 : ONVOY LLC PREFERRED CNAM: PREMIUMUSEDAUTO **************************************** For Kara | Network error on Yealink phone - Assisted by Jam Case ID: 16881359 Incontact ID: 456528369841 RC#: 16238759940 User ID: 2525808036 # of DLs: 17 Caller Name: Kara Email: karas@lundmortgage.com Callback Number: 6238759940 Account Verified: yes Admin/User: admin Issue: - network error message on cordless phone that reception is using (ext 111) - customer said that she already tried reset the phone but issue remains - SN : 001565FD62EA - Device Name : Yealink W56P Cordless Phone with 1 Handset Troubleshooting: - ask the customer to reboot the base of the phone - sent e-mail to customer for picture reference of the base of Yealink phone - customer can't find the base of the phone - she thinks that maybe somebody took it - last time that phone works was 2 months ago - inform customer that it requires to return the equipment and once it was received by our shipping team and that's the time we can process the replacement - upon checking, the device is already out of warranty - give option to customer to order a new phone - assist customer how to order new phone - order ID : 697710036 - no other concern - eoc **************************************** For Lina | Received e-mail about SMS charge - Assisted by Jam Case ID: 16882596 Incontact ID: 456528509511 RC#: 5127468605 User ID: 1711943021 # of DLs: 1 Caller Name: Lina Email: linacnavar@gmail.com Callback Number: 5127468605 Account Verified: yes Admin/User: admin Issue: - trying to terminate contract to RC - but said that it is not possible because she still need to wait until June - said that she is not happy with RC anymore - received an e-mail that she will be charged for her SMS because she's already at 90% of SMS allotment Troubleshooting: - advised customer to make sure that she will not exceed her SMS usage for her not to be charged - tell the customer how many SMS usage she still have on the account - inform to wait until 7th of December to refresh the SMS service - inform that there is SMS pricing changes - customer is upset because she was not informed about that changes - wants to talk to supervisor c CIF : 16884049 **************************************** For Twanette | Fax Number - Assisted by Jam Case ID: 16884423 Incontact ID: 456612681168 RC#: 7432293152 User ID: 63027420008 # of DLs: 0 Caller Name: Twanette Email: hr.1team@triadtrumg.com Callback Number: 7432293152 Account Verified: yes Admin/User: admin Issue: - trying to find out her fax number - wants to set up an IVR menu Troubleshooting: - send password reset e-mail - was able to update password and security question and answer on the account - assist customer where to find the company fax number - walk thru how to create a multi-level ivr menu - assign all the key presses to her extension - assist where to edit custom greeting for IVR menu - test call - wants the greeting to be slower that the one she uploaded - upload text to speech - customer wants to have a customize VM greeting for each department - create call queue for each department - forward the call to call queue for each key presses - upload customize greeting for each department - changed the audio while connecting to ring tone - set maximum caller wait time in queue to 30 seconds - test call - call disconnected while doing the test call - 1st CB attempt incid : 456612940416 - 2nd CB attempt incid : 456612946731 - unable to reach customer when they press # it will route when no one picks up Thank you for calling Triad-Tru Maintenance Group. TMG one Team, where professionalism matters. We appreciate and value your call. Please listen to the following prompts to make your selection. For services Department press one. for human resources press two. for accounts receivable press three. for accounts payable press four, or press 0 for the operator. 120522 You've reached the Services Department. No one is available to take your call at this time. Please leave your name, number and short message after the beep and your call will be return within 24hrs. For quicker responses, please e-mail us at services.1team@triadtrumg.com. Thank you. accounts.payable@triadtrumg.com accounts.receivable@triadtrumg.com hr.1team@triadtrumg.com services.1team@triadtrumg.com You've reached the services Department. were sorry were unable take your call this time. I the please leave your name and message after the beep anf **************************************** For Alex | Add new extension - Assisted by Jam Case ID: 16886716 Incontact ID: 456612946712 RC#: 1 (856) 3205731 User ID: 1695099021 # of DLs: 2 Caller Name: Alex Email: Toplinesmp@gmail.com Callback Number: 6093518192 Account Verified: yes Admin/User: admin Issue: - need to make changes on how the call gets answered - wants when someone call the main number, the caller will have the option to press 1 to speak with someone and stay on the line for other options - if they stay on line, it will provide them the company info like the company address and hours of operation - press 3 for voicemail - if still no action, re-route them the main menu - disconect the call after have an employee that will be working for computer - wants the call to be forwarded to ext 104 which is Mayra 102 Thank you for calling Top Line SMP. This call will be recorded for quality assurance. To speak to someone, press 1. For company hours and address, press 2. To leave a voicemail, press 3. >> Our hours of operation are from 9am to 5pm but we greet customer by appointment only. Our new jersey office is located at 1 Mall Drive, Suite 900, Cherry Hill New Jersey, in the brown building behind maesis. our new york office at 68 Jay street, suite 609 brooklyn new york. the nearest parking garage is at 100 jay street. to leave a voicemail press 3 if they stay line they will give them the company info like the company address and hours of operation. re-route them on the menu if still no answer still disconnect the call short greeting to speak to someone right now press 1 forward the calls Top Line SMP is located at 1 Mall Dr Ste 900, Cherry Hill, New Jersey giving his employee Troubleshooting: - assist customer how to add new extension on the account **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: ****************************************