Untitled Note

InContact ID: 456194639717 User ID: 371849029 Issue: -consultation call from Angelo (smb expansion). -Usages reports Troubleshooting: -assisted rep in navigating the reports of usage thru analytics portal ************************************************ Caller Name: Sara RC #: Callback Number: (631) 372-3217 Verified Email: sara@timeandcontrol.com # of DLS: 1 InContact ID: 456194661587 User ID: 62949533008 Case #: Account Verified: Y Issue: -xferred call from Bryle (sales) -change main phone number Troubleshooting: -changed the phone number from (800) 847-6609 to (855) 280-1212 -case closed (855) 280-1212 (800) 847-6609 ************************************************ Caller Name: Rodney RC #: 6148652111 Callback Number: (614) 865-2111 Verified Email: rodney@peterswealthgroup.com # of DLS: 1 InContact ID: 456194703383 User ID: 62859259008 Case #: 16820768 Account Verified: Y Issue: -Update outbound caller id name Troubleshooting: -submitted the request to update cnam to PETERS WEALTH G -adv cust that it may take up to 72 hours for the cnam to reflect -sent sms to cust to register his phone numbers to avoid being tagged as spam -case closed caller id PETERS WEALTH G Request to update CNAM ************************************************ Caller Name: Austin RC #: Callback Number: (262) 302-6016 Verified Email: usamedsur@gmail.com # of DLS: 1 InContact ID: 456194737988 User ID: 566407048 Case #: Account Verified: Y Issue: -sms allotment and packages Troubleshooting: -cust has Ultimate plan and adv cust that he has 500 sms allotment -offered the sms bundles thru admin portal 8338176440 ************************************************ Caller Name: CJ RC #: 8015066901 Callback Number: (801) 506-6901 Verified Email: cj@dialique.com # of DLS: 6 InContact ID: 456194776709 User ID: 62853648008 Case #: 16821664 Account Verified: Y Issue: -unable to call international country Troubleshooting: -checked call logs / "Country/destination disabled " -International Calling on the acct is enabled -the valid ccaf was received on 11/23 and stated that the countries have been whitelisted -please refer to case # 16601798 -cust tried to call Mexico and still same error message and error in session logs ************************************************ Caller Name: Thomas RC #: 7012040660 Callback Number: (513) 295-2552 Verified Email: tjc@corcoranlaw.com # of DLS: 2 InContact ID: 456194800640 User ID: 963291019 Case #: Account Verified: Y Issue: -calls are going to voicemail after picking up the call Troubleshooting: -checked the session logs calling #: 18507138219 called #: 12398009770 session id: 770131277018 date/time: 11/28/2022 7:29:15 AM UTC-08:00 result: Call succeed -did test call to (239) 800-9770 / success -adv cust that we need to get more call samples (701) 204-0660 ************************************************ Caller Name: Jim RC #: Callback Number: 3145655592 Verified Email: jim@advancedtaxservices.com # of DLS: 3 InContact ID: 456194847760 User ID: 526623045 Case #: Account Verified: Y Issue: -xferred call from Antonio (sales) -RC app is automatically muting itself when on a call Troubleshooting: -confirmed that the issue is only happening when his headset is connected to his computer Please join using this link: https://v.ringcentral.com/join/736241193 -accessed the settings of the computer for microphone settings from muted to unmute -forwarded calls of main number (888) 501-3161 to call queue group ext 2 -did test call / success -cust wants to get credits for the month of November for the tech issue about automatically mutes itself -applied courtesy credit of $27.99 -requested refund as a courtesy credit for $27.99 A-1279676 Courtesy credit for the month of November for the app is muting itself automatically. Customer has been calling out tech support for the same issue but no one was able to fix issue until today. ************************************************ Caller Name: Bane # of DLS: 5 InContact ID: 456194929411 Account Verified: Y Issue: -disconnected call -no info gathered ************************************************ Caller Name: Paresh Patel RC #: 2128690015 Callback Number: (212) 869-0015 ext 101 Verified Email: paresh@arnavintl.com # of DLS: 11 InContact ID: 456194976922 User ID: 910841048 Case #: 16823338 Account Verified: Y Issue: -add extensions in the phone presence of ext 102 Troubleshooting: -assisted cust in adding ext 104 in line 5 and ext 111 in line 11 LINE: (917) 633-6113 ext 102 SN: 805E0C8C21EB MODEL: Yealink T57W Prime Business Phone -phone rebooted -confirmed that the the phone shows the newly added extensions in ext 102 -created paging only group ext 1 -did test page / success -enabled intercom -case closed 2013494600 ************************************************ InContact ID: 456195136078 User ID: 642850048 Issue: -consultation call from Mira -sms usage Troubleshooting: -asked rep to download the sms logs and usage thru admin portal -sent email to Mira "Hi Mira, As we have talked about over the phone, we confirmed that the customer was charged on 11/10/2022 for the sms bundle for Up to 25,000 messages. On 11/18/2022 the customer started to get charges for the calling credit package. After sorting out the sms usage that was downloaded through the admin portal, we found out that as of 11/18/2022, the customer has exhausted the sms allotment of his package. The usage seems to reach more than 26,000 (not including the mms charges and multiple paged sms). Please inform the customer of the usage and overages that he seems to be disputing. The outage is still ongoing, hence, the account seems to be not affected of this said outage in his current bill cycle. Thank you, Racquel Layos Technical Support - Tier 1" $887.48 2022-11-10 2022-11-10 6571005002 $887.48 2022-11-10 - 2022-12-09 $475 (Up to 25,000 messages) SMS Bundle $475.00 1 $475.00 ************************************************ Caller Name: Cortney RC #: Callback Number: (417) 590-8189 Verified Email: jaysen.mckinney@gmail.com # of DLS: InContact ID: 456195166395 User ID: 630803009 Case #: 16824697 Account Verified: Y Issue: -xferred call from Paul (cert) -turn off "press 1" prompt Troubleshooting: -set the direct calls to "never" thru admin portal > play announcement -did test call -case closed 16824602 ************************************************ Caller Name: belinda RC #: 9319944802 Callback Number: (931) 520-5111 Verified Email: bodom@averittexpress.com # of DLS: 23 InContact ID: 456195182460 User ID: 2082870011 Case #: Account Verified: Y Issue: -phone provisioning to a new user Troubleshooting: -added a new user ext 1022 -assigned the phone below: LINE: (205) 666-6240 ext 1022 SN: 805E0CEC3468 MODEL: Yealink W76P Cordless Phone with 1 Handset -manually rebooted the base of the phone -did test call / success -added new site ext 12 -case closed ************************************************ InContact ID: 456195311296 User ID:1535332027 Issue: -consultation call Ali (sales) -enable sms feature Troubleshooting: -adv rep to create telco ops case to enable sms feature of the phone numbers ************************************************ Caller Name: Aaron RC #: Callback Number: 5874301204 Verified Email: amoudjill@techtou.com # of DLS: 13 InContact ID: 456195329112 User ID: 143596048 Case #: Account Verified: Y Issue: -xferred call from Jea (sales) -unable to answer parked calls Troubleshooting: -cust is not in the location where the phones are -the acct is a VAR acct / appended to the case -cust did tests in the retrieving the parked calls to the call parking lots / all seems to be fine -adv cust to monitor the issue ************************************************ Caller Name: Zvi Shapiro RC #: Callback Number: (562) 449-2535 Verified Email: shapiro@fasttaxrelief.net # of DLS: InContact ID: 456195356542 User ID:1225077004 Case #: Account Verified: Y Issue: -wants to know what this case is for Troubleshooting: -adv cust that this is a courtesy / follow up call for his services 16812353 ************************************************ Caller Name: Omer RC #: Callback Number: (425) 300-6428 Verified Email: info@leviteconstruction.com # of DLS: InContact ID: 456195361160 User ID: 934904048 Case #: Account Verified: Y Issue: -xferred call from Lloyd (cert) -turn off the automatic call recording announcement Troubleshooting: -explained that we cant turn off the automatic call recording announcement -turned off the user greeting of ext 101 -customized the automatic call recording announcement to sound like it is the user greeting or company greeting -did test call / success -case closed Thank you for calling Levite Construction Company ************************************************ Caller Name: Justo RC #: Callback Number: (631) 745-0901 Verified Email: Marketing@forwardcallcenter.com # of DLS: 4 InContact ID: 456195380179 User ID: 816398048 Case #: Account Verified: Y Issue: -xferred call from Charm (cert) -add phone number using existing license Troubleshooting: -assisted cust in adding a user ext 105 with mvp license and with a direct number (321) 209-7611 407 ************************************************ Caller Name: Reginald RC #: 7204141429 Callback Number: (720) 414-1429 Verified Email: denver@staffessionals.com # of DLS: 3 InContact ID: 456195402908 User ID: 62970088028 Case #: 16828000 Account Verified: Y Issue: -when cust is doing an outbound call thru the ZOHO crm Troubleshooting: -did test call to the direct number of ext 101 / audio was fine for inbound calls -adv cust that we will need to get some call samples of the "no audio" issue calls -cust said that the there is no audio onset on the call and throughout the call -enabled automatic call recording on the acct -customized the automatic Call Recording Announcement -enabled call recording in call queue group ext 100 -adv cust to gather call samples with the audio issue including date and called number (720) 414-3521 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************