Untitled Note
By: Anonymous10/2/20232 views Public Note
For Phil | Cisco Phone Not Ringing - Resolved by Jam
Case ID: 20268362
Engage ID: 202310021259220202060000000250
User ID: 63093638023
RC Phone Number: (616) 3262987
Customer Name: Phil Veenstra
Company Name: Phil Veenstra
Call back #: 6164503403
Email Address: pveenstra@lpl.com
Number of DLs: 1,006
Account Verified (Admin): Yes as per agent
Issue / Customer Request:
• Lia from Sales
• phone set-up Cisco is not ringing
TS Performed:
Complete step-by-step documentation
• checked phone status
• its showing online
• user's call handling is set-up correctly as well
• test call
• dialed (616) 3262987 it was just silent for few seconds the call was forwarded to voicemail
• enabled audio while connecting on extension 101
• set it to ringtone
• call disconnected
• callback customer
• engage id : 202310021314310202010000000870
• was able to spoke to Phil and continue troubleshoot
• requested for callback after 3mins so he can do a test call on his end
• callback customer on 6164503403
• engage ID : 202310021323010202010000000878
• Phil answered the line but no response after he said hello
• ghost spiel
• follow-up e-mail sent to customer
• end of call
Device : Cisco 7821 Gigabit Business Phone
Serial Number : WZP21200G8C
User : Phil Veenstra - Ext. 101
Phone Number : (616) 682-6060
Resolution: How the issue was resolved
•
Case Number: 20268362
Resolved? N
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred:
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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 | - Resolved by Jam
Case ID:
inContact ID:
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
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
****************************************