Untitled Note

Caller Name: Elena / Rosemary RC #: Callback Number: 3475598957 Verified Email: rjulian@vividcareny.com # of DLS: InContact ID: 431299965152 User ID: 2235198015 Case #: Account Verified: Y Issue: -xferred case from Alex (soho) -when ext 102 is trying to send sms to a new number on that is not listed nor registered to her contact list, the Troubleshooting: -did a test sms -RC mobile a pp > text > new text > asking to put the message -call got disconnected 16444953 ************************************************ InContact ID: 431299984107 User ID : 62929009008 Account Verified: Y Issue: -consultation call from Bryle (sales) -change main number and direct number on the acct Troubleshooting: -changed main number from to (757) 2714734 to (757) 319-4323 -changed direct number from (757) 2714662 to (757) 319-4713 ************************************************ InContact ID: 431300000693 User ID:62929024008 Case #: 16683536 Account Verified: Y Issue: -consultation call from sherry (soho) -cleared AVL cb #: (347) 7194528 cb icid: 431300028317 -spoke with Rosemary -cust said she uninstalled then reinstalled the mobile app and it is now working fine ************************************************ Caller Name: Dmitri RC #: 4379875650 Callback Number: 4168235011 Verified Email: spfmovers@gmail.com # of DLS: 2 InContact ID: 431300033457 User ID: 279756049 Case #: Account Verified: Y Issue: -quality issues (garbled, cutting in and out, the the voice quality is not clear, the volume is too soft even the volume is at the highest) -issue is happening in both apps and deskphones of ext ext 1 and ext 2 -call forwarding Troubleshooting: -checked the quality of service / seems like the issue is happening in the RingCentral app which is connected to Bell mobile and Bell DSL -forwarded calls to external number for both ext 1 and ext 2 -did test call -case closed (437) 826-8316 4168235011 6478676906 ************************************************ Caller Name: Yesica RC #: 2104368600 Callback Number: (210) 307-9334 Verified Email: ymendoza@mamorganlaw.com # of DLS: 5 InContact ID: 431300102386 User ID: 183839028 Case #: Account Verified: Y Issue: -call forwarding for the main company number Troubleshooting: -added the external numbers to the following: (201) 300-4911 - ext 2 (210) 307-9334 - ext 5 -added ext 5 to the call queue group ext 6 -changed the business hours of ext 2 and ext 4 to 8:30am to 5:30pm -did a test call -case closed cb #:(786) 367-7720 cb icid: 431300199407 -cust is not at home to do TS ************************************************ Caller Name: Corey RC #: 9145709661 Callback Number: (347) 205-2850 Verified Email: corey.anglin@fairwaymc.com # of DLS: 33 InContact ID: 431300205449 User ID: 1726207004 Case #: Account Verified: Y Issue: -portin request resubmission Troubleshooting: -cust said that there is no other pending order for the phone number (914) 505-7051 except for porting in the number to RC -Re-submitted the portin request for the phone number (914) 505-7051 by NTP rep (914) 505-7051 lesley ************************************************ Caller Name: Robert RC #: 9103438200 Callback Number: (910) 200-6951 Verified Email: robert@seascapeproperties.com # of DLS: 80 InContact ID: 431300215815 User ID: 643296009 Case #: Account Verified: Y Issue: -PORTIN request submission for toll free numbers Troubleshooting: -explained that we need a copy of the bill for toll free numbers -checked the toll free number (800) 922-1427 to https://www.800forall.com/SearchWhoOwns.aspx -the number is with Verizon Business -cust will contact verizon to get the copy of bill -case closed (800) 922-1427 ************************************************ Caller Name: Julia RC #: Callback Number:(931) 627-2361 Verified Email: juliawwilson@gmail.com # of DLS: InContact ID: 431300252243 User ID: 308424048 Case #: 16685794 Account Verified: Y Issue: -xferred call from Belle (sales) -call forwarding Troubleshooting: -explained that press 2 goes to call queue group ext 1, the calls are forwarded to ext 103 and ext 104 / if no one answers, the call will go to voicemail with the greeting stating to press 5 for emergency and the call goes to ext 5 then will ring for 5 times then goes to vm of ext 5 -change the Maximum caller wait time in queue to 30 seconds -case closed ************************************************ Caller Name: Jez RC #: 6476700953 Callback Number: (855) 234 8273 Verified Email: jezreel.g@tvape.com # of DLS:12 InContact ID: 431300392085 User ID: 268475041 Case #: 16687264 Account Verified: Y Issue: - outbound caller id shows as "spam likely" on ext 105 Troubleshooting: -register the phone number/s to the links below: AT