Untitled Note

Caller Name: Tyrona RC #: 9047651234 Callback Number: (904) 404-1850 InContact ID: 427327254315 User ID: 361941017 Issue: -cust was trying to reach the Ring Doorbell company -no ts done ************************************************ Caller Name: Jones RC #: 4693315209 Callback Number: Verified Email: mayajones04@hotmail.com InContact ID: 427327269082 Account Verified: NO Issue: -cust was trying to retrieve the vm of ph # (469) 331-5209 by resetting the voicemail explained that the ph # is associated with Wonderland Montessori -she said it seems like the prev owner did not transfer the number to their acct -they will contact the prev owner of the ph # ************************************************ Caller Name: Suri RC #: 3056226683 Callback Number: 7184319501 ext 406 Verified Email: shauer@reliefhelp.org # of DLS: 37 InContact ID: 427327305278 User ID: 62935448031 Case #: Account Verified: Y Issue: -update outbound caller id name for the phone number (305) 622-6683 Troubleshooting: -updated outbound caller id name to RELIEF RESOURCE -adv cust it may take up to 72 hours UID: 62935448031 CNAM: RELIEF RESOURCE Provider: IQNT-DID Phone Number: 3056226683 cb #: (516) 974-5553 cb icid: 427327333748 -no answer / no vm /sent email ************************************************ Caller Name: Kristen RC #: 8563020555 / 8563969973 Callback Number: (856) 217-8744 Verified Email: # of DLS: 2 InContact ID: 427327313943 User ID: Case #: Account Verified: NO Issue: -call forwarding -cant verify the acct -she will callback Troubleshooting: ************************************************ Caller Name: Kim RC #: 6305209007 Callback Number: (630) 319-3288 Verified Email: kim@mhmwheaton.com # of DLS: 7 InContact ID: 427327332479 User ID: 1511306015 Case #: 15936448 Account Verified: Y Issue: -phone is not functioning / unable to call outbound -some buttons are not functioning well such as the button 6 and menu button Troubleshooting: -tried to press the menu button > the menu seems like it is asking for the PIN > it seems like the menu button is for voicemail -assisted cust to process a replacement thru admin portal LINE: (630) 560-6885 ext 101 SN: 0004F21FFE74 MODEL: Polycom IP 650 HD Executive IP phone ************************************************ Caller Name: Abrar Khan RC #: 4156041219 Callback Number: 2402109254 Verified Email: sales@miatlantic.us # of DLS: 3 InContact ID: 427327382286 User ID: 372122029 Case #: Account Verified: Y Issue: -swap phones Troubleshooting: -swapped the physical phones ************************************************ Caller Name: Terri RC #: 8475940252 Callback Number: (847) 606-3476 Verified Email: terri@teachercare.com # of DLS: 2 InContact ID: 427327429714 User ID: 58354877 Case #: 16005161 Account Verified: Y Issue: -block spam calls -delete users and phone numbers Troubleshooting: -enabled robocall blocking and call screening -changed password of ext 555 to be able to check the vms and faxes -disabled and deleted ext 555, ext 2, ext 3, ext 100, ext 99 and ext 103 (847) 594-0252 (847) 960-8685 (312) 214-6411 (800) 915-4652 (888) 832-2407 (847) 240-2900 missed (212) 808-5273 missed (703) 204-0511 - missed ************************************************ Caller Name: Anthony / Rosanna RC #: 3058361696 Callback Number: (786) 304-8513 Verified Email: rossana@drrossanalopez.com # of DLS: 3 InContact ID: 427327469456 User ID: 62702757007 Case #: 15946766 Account Verified: Y Issue: -call forwarding to deskphones Troubleshooting: -disabled the call forwarding to answering service ext 2 to ext 104 during business hours -forwarded the calls to an answering service ext 2 during after hours which will forward the calls to external number (305) 883-2776 (305) 883-2776 ************************************************ Caller Name: Ahmad RC #: 4127702714 Callback Number: 4122185191 Verified Email: kbltube@gmail.com # of DLS: 1 InContact ID: 427327521628 User ID: 746235048 Case #: 16006262 Account Verified: Y Issue: -stop autopay Troubleshooting: -xferred to billing dept ************************************************ Caller Name: Yana RC #: 9044771552 Callback Number: 9044523916 Verified Email: wocjax@gmail.com # of DLS: 2 InContact ID: 427327564880 User ID:1173955020 Case #: Account Verified: Y Issue: -call forwarding to external number Troubleshooting: -created custom rule for ext 4 ************************************************ Caller Name: Rochelle RC #: 4803786650 Callback Number: (480) 588-2989 Verified Email: rochelle@academicopportunity.org # of DLS: 1 InContact ID: 427327627445 User ID: 2218148012 Case #: 16010051 Account Verified: Y / ext 102 Issue: -call forwarding settings of ext 102 -calls on ext 103 show "Unknown" Troubleshooting: -disabled custom rules -forwarded the calls of ext 102 to the RingCentral app -changed incoming call info of ext 103 / "Display This Call Information on" to All Phones / play announcement set to "Direct Calls" to Always -did test call -case closed cb #: (312) 676-3334 cb icid: 427327717049 -spoke with Stan / cust would like to keep case open until he checks the physical connection of the phone InContact ID: 427327692518 -ghost call ************************************************ Caller Name: Leonardo RC #: (510) 254-6596 Callback Number: (510) 838-5628 Verified Email: leo@eastbayconstruction.co # of DLS: 5 InContact ID: 427327710932 User ID: 190981040 Case #: 16012062 Account Verified: Y Issue: -change the Super admin info Troubleshooting: -conferenced call with Saul / verified the acct / authorized Leonardo to make all changes on the acct -cust reset the password and updated the card info thru admin portal ************************************************ Caller Name: Kathy RC #: 8505263555 Callback Number: 850 573 0281 Verified Email: kathy.carter@familycarecentercorp.com # of DLS: 639 InContact ID: 427327815906 User ID: 173919048 Case #: Account Verified: Y Issue: -audio quality sometimes is choppy -custs are saying that they leave a voicemail but there nothing -receptionist cant transfer the call -all users are Troubleshooting: -asked cust to uninstall then re-install the apps for the affected users / reboot the deskphone -cust said that according to the other users , they already did that except for ext 101 -cust is claiming that her app is not ringing Phone Number: (850) 526-3555 CALL SAMPLES: CALLING #: 8507853212 8503464316 8507853899 714 8505578668 CALLING #: 18505263555 CALLED #: 18505576656 DATE / TIME: 8/10/2022 2:32:05 PM UTC-07:00 SESSION LOGS: 185044957048 CALLING #: CALLED #: DATE / TIME: SESSION LOGS: CALLING #: CALLED #: DATE / TIME: SESSION LOGS: CALLING #: CALLED #: DATE / TIME: SESSION LOGS: CALLING #: CALLED #: DATE / TIME: SESSION LOGS: CALLING #: CALLED #: DATE / TIME: SESSION LOGS: 557 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: Peter RC #: 9023345468 Callback Number: (902) 830-1516 Verified Email: georgemyershrm@gmail.com # of DLS: InContact ID: 427327902212 User ID: 236937048 Case #: 16014318 Account Verified: Y Issue: -call forwarding to an external number Troubleshooting: -admin portal > users > ext 102 > call handling > edit the phone number from (902) 830-1516 to (902) 930-1897 -did a test call -case closed 4653545(902) 930-1897 ************************************************ Caller Name: Dave RC #: 13323304543 Callback Number: 2016382212 Verified Email: dbalin@pecklaw.com # of DLS: 288 InContact ID: 427327912143 User ID: 429486048 Case #: 16014565 Account Verified: Y Issue: -assigned the phone back to (201) 377-1351 ext 2121 -create a shared line group Troubleshooting: -deleted the shared lines group "Dave Balin Ext. 2321" -added the phone number back to ext 2121 through admin portal -put back the phone number (201) 377-1351 to number inventory and used it as the shared line -did screen sharing LINE: (201) 377-1351 SN: 482567273928 MODEL: 2121 2321 ************************************************ 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: ************************************************ 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: ************************************************