Untitled Note

Caller Name: Steven RC #: Callback Number: 7604420182 Verified Email: # of DLS: 63 InContact ID: 226456361261 (cb) User ID: 213856049 Case #: 15736784 Account Verified: Y Issue: -xferred call from Russell (t1) -retrieve phone number (800) 628-3183 Troubleshooting: -added ph # (800) 314-6126 as a temporary number / replaced the temporary number by (800) 628-3183 -put the number in the number inventory to be able to assign it to call queue ext 20 -case closed ************************************************ Caller Name: Tracy RC #: 16516336883 Callback Number: 952 222 7444 Verified Email: tracy@tareendermatology.com # of DLS: 94 InContact ID: 226456359177 User ID: 1581028020 Case #: Account Verified: Y Issue: -upload a company greeting before the ivr prompt Troubleshooting: -changed the ivr level from multi level to single level ivr -forwarded calls to company greeting then forward calls to ext 502 > forwarded calls to ivr menu 1001 -did test 7-5:30 ************************************************ Caller Name: Jack RC #: 17817872755 Callback Number: 508 242 7519 Verified Email: mobygeorge101@gmail.com / sapot@rtsautoparts.com # of DLS: 39 InContact ID: 226456412608 User ID: 850030040 Case #: 15726372 Account Verified: Y / ext 101 Issue: -dropped calls started last night for both inbound and outbound Troubleshooting: -checked ANalytics / it seems to be the issue is because of the ISP -referred to local IT and to ISP -keep case open until the internet is fixed ************************************************ Caller Name: Alex RC #: 13055760080 Callback Number: 305 476 1550 ext 244 Verified Email: atorrens@genesis-consulting.net # of DLS: 105 InContact ID: 226456431008 User ID: 1872662015 Case #: 15738108 Account Verified: Y Issue: -ext 2463 is having error message when dialing out an external number Troubleshooting: -explained that the phone number assigned to ext 2463 -converted phone number (305) 438-2463 from a virtual number to a digital line -user is not available to do a test call -cust wants case to keep open until after the test call atorrens@genesis-consulting.net ************************************************ Caller Name: Roger RC #: Callback Number: 352 702 3061 Verified Email: admin@hupcfl.com # of DLS: 43 InContact ID: 226456463958 User ID: 255904027 Case #: 15724206 Account Verified: Y / ext 1017 Issue: -xferred call from Jen (Sales) -no audio but the timer is still running -issue started yesterday -all users are affected Troubleshooting: -all users are using the RC app -cust wants to follow up on the open case ************************************************ Caller Name: Shiva RC #: Callback Number: (732) 612-9721 Verified Email: Shivaraja.V@mindlance.com # of DLS: 1,258 InContact ID: 226456507360 User ID: 62951404028 Case #: 15738961 Account Verified: Y Issue: -9 exts are unable to to do outbound calls -calls are not connecting Troubleshooting: -checked Quality of service in the analytics reports > some internet connection seems to be down -adv cust to reboot the pc and the router -cust requested to keep case for monitoring cb #: (502) 442-2480 cb icid: 226456551645 -spoke with Sarah / asked cust to try to call using the phone number (502) 442-2478 / success -case closed hapmce ************************************************ Caller Name: Irina / Ivan RC #: Callback Number: (224) 764-0562 Verified Email: fuel.giss@gmail.com # of DLS: 20 InContact ID: 226456558983 User ID:1724741008 Case #: 15739196 Account Verified: Y Issue: -xferred call from Sheira (t1) -1 deskphone ext 110 is offline -ext 119, ext 121 and ext 103 do not have audio / the calls are not connecting at all -issue started this morning Troubleshooting: -cust conferenced the call to the person in the site -issue happens in both inbound and outbound calls -cust already rebooted the deskphoes multiple times ISP: Comcast DOWNLOAD: 881.33 mbps UPLOAD: 164.71 mbps PING: 6 ms Call Samples: Called from: (312) 714-9661 Called to: 18477181330 Date and Time: 7/15/2022 10:10:30 AM UTC-07:00 Actual Behavior: No Audio Result: Missed (Unk) [10000] Session Logs: 891326030012 Called from: 18477181330 Called to: 18477181330 Date and Time: 7/15/2022 10:14:42 AM UTC-07:00 Actual Behavior: No Audio Result: Caller hangup (3). Expected Behavior: Session Logs: 891332929012 Called from: 14234633632 Called to: 12245888457 Date and Time: 7/15/2022 7:10:26 AM UTC-07:00 Actual Behavior: No Audio Result: Call accepted (0). Call connected and accepted. Expected Behavior: Session Logs: 891024650012 " IP ADD: 192.168.0.105 ************************************************ Caller Name: Tagbo RC #: 19086274600 Callback Number: 908 627 4600 Verified Email: tagbo.emejulu@brightstarcare.com # of DLS: 234 InContact ID: 226456604274 User ID: 2682257015 Case #: 15740013 Account Verified: Y Issue: -update email add vm and fax notifications -call forwarding to ext 102 between 5:00 pm to 7:00pm Troubleshooting: -updated the email add for vm and fax notifs thru admin portal -changed call forwarding between 5:00 pm to 7:00pm to ext 102 tagbo.emejule@ ************************************************ Caller Name: Eric RC #: 2125600708 Callback Number: 210 413 1021 Verified Email: egansle@newtek.com # of DLS: 22 InContact ID: 226456614438 User ID: 1418387020 Case #: 15740476 Account Verified: Y / ext 19931 Issue: -Port Out Inquiry Troubleshooting: -explained that he doesnt need to replace the phone number that he will be porting out -referred to AM to delete the numbers Aapril - 4 (857) May - 2 (international) july - 13 (213) 20 (205) 6 (614) 4(207) 5(209) cb #: (323) 702-0915 cb icid: 226456742251 -no answer / vm is full / sent email ************************************************ Caller Name: Faith RC #: 18009137747 Callback Number: 4844508320 Verified Email: faith.snowden@wayforth.com # of DLS: 183 InContact ID: 226456740134 User ID: 2992225020 Case #: 15741968 Account Verified: Y / ext 10320 Issue: -ext 27694 cant receive and send sms Troubleshooting: -created telco ops case 15741987 to reprov the phone number (804) 877-8694 for sms feature message not sent (804) 877-8694 ************************************************ Caller Name: Chris RC #: 17702432000 Callback Number: 678 644 8424 Verified Email: CLandreth@GAC.org # of DLS: 168 InContact ID: 226456753259 User ID: 1896161020 Case #: 15742187 Account Verified: Y Issue: -password for Polycom's web interface -wants to connect the deskphones that they recently purchase from us to STATIC IP Troubleshooting: the phones were just newly purchased and added to the acct -explained that we cant provide our internal password but I can put it in the web interface and he change it -did screen sharing / remote control access -logged in to the Polycom's web interface / cust then changed the password of the Polycom -adv cust that we do not recommend static ip/ only dhcp SN: 64167FF9D876 SN: changed from 610807893400 to 64167FF9DA96 CCX500 SN: 64167FF9D876 SN: changed from 610807893400 to 64167FF9DA96 ************************************************ Caller Name: Paul RC #: Callback Number: (603) 345-3200 Verified Email: ptlapa@lignetics.com # of DLS: 264 InContact ID: 226456821357 User ID: Case #: 15742628 Account Verified: Y Issue: -xferred call from Vanessa (t1) -provision the ATA to a fax machine Troubleshooting: -changed the number type of (819) 583-4326 from "voice and fax" to "fax only" -swapped the number assigned to the ATA in ext 11963 from (418) 425-3935 to (819) 583-4326 -did assisted provisioning to the ATA -did a test fax -case closed LINE: (819) 583-4326 ext 11963 SN: FCH26082678 MODEL: Cisco ATA 191 IP ADD: 10.3.1.196 ************************************************ Caller Name: Johanna RC #: 5309945069 Callback Number: 4243521500 Verified Email: Johanna@accesshealthca.com # of DLS: 1 InContact ID: 226456880016 User ID: 607080048 Case #: 15743288 Account Verified: Y Issue: -call forwarding from main company number -operator extension Troubleshooting: -changed the call forwarding of main number from company greeting -sent email to the cust for text-to-speech links https://freetts.com/ https://ttsmp3.com/ https://wideo.co/text-to-speech/ -assisted cust in creating message-only ext for custom hours during Lunch -changed the single level ivr to multi level ivr -routed calls d uring company hours to ext 101 -routed calls during after hours to ivr menu ext 1001 -routed calls during lunch 12:00pm to 1:00pm to message - only-ext -cust created call queue group ext 1 ************************************************ 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: ************************************************