Untitled Note

For Charles | Re-assign and add number - Resolved by Jam Case ID: 17506532 Incontact ID: 459606542491 RC#: 3366900440 User ID: 66705475 Total DLs: 71 Caller Name: Charles Callback Number: (919) 459-0100 Verified Email: campbell@@technologyassociates.com Account Verified: Y Admin / User: admin Issue: - trying to get a desk phone moved on a different location/site - also, wants to add/purchase a new number to that desk phone - preferred name for device > Carolina Smiles - FD6 - higher DL account - transfer to higher DL - agent's name : Device : Yealink T42S Gigabit Business Phone Serial Number : 805E0C0730CE User : Hannah McNeill - Ext. 935 Phone Number : (704) 274-1553 Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Sherry | Port in Status - Resolved by Jam Case ID: 17506893 Incontact ID: 459606570088 RC#: (239) 4226842 User ID: 758238048 Total DLs: 418 Caller Name: Sherri Callback Number: 2395863001 Verified Email: sherri.powers@bbgi.com Account Verified: Y-3001 Admin / User: admin Issue: - calling about the existing port in request - said that she received an e-mail that it got rejected - wants to know the reason for rejection so that she can reach out to her losing provider Troubleshooting Done: - existing port in case : 17498733 - consult to NTD to check the reason for rejection - agent from NTD said that they are waiting for the response from your losing provider to about the project ID is required - inform customer that no action needed from her at this time - customer understood - end of call ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Chris | Update E-mail address Notification - Resolved by Jam Case ID: 17507431 Incontact ID: 459606601985 RC#: (410) 2677891 User ID: 656875009 Total DLs: 5 Caller Name: Chris Callback Number: 4105628731 Verified Email: cnicholas919@gmail.com Account Verified: Y Admin / User: admin Issue: - authorized caller - incorrect e-mail address notification on front desk ext 1000 Troubleshooting Done: - corrected the e-mail address notification on front desk ext 1000 - correct e-mail > lea@paulshomewoodcafe.com - users > users with extensions > front desk ext 1000 > notifications > messaging notifications > customize notifications > update e-mail address to lea@paulshomewoodcafe.com > save - caller doesn't have an access to that e-mail right now - caller still need to confirm with the owner of that e-mail address if they will now be able to received e-mail notifications - no other concern - end of call FOR ORT ENDORSEMENT Case : 17507431 Issue : incorrect e-mail address notification Reason : Follow up | Resolution confirmation Next step to be done : need to confirm with the customer if they are already receiving notifications to lea@paulshomewoodcafe.com ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Helard | Fax Concern - Resolved by Jam Case ID: 17508020 Incontact ID: 459606649821 RC#: (702) 8007008 User ID: 62293129023 Total DLs: 57 Caller Name: Helard Ballon Callback Number: 2486353682 Verified Email: drhballon@whasn.com Account Verified: Y Admin / User: admin Issue: - wants that when sending fax from one extension fax to another extension it should go directly to fax so it will not ring their desk phone Troubleshooting Done: - inform customer that we do not have a way to do that - desk phone will basically rings when someone sends fax - customer understood - no TS performed - end of call ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Steve | Password Reset - Resolved by Jam Case ID: 17508366 Incontact ID: 459606706983 RC#: (855) 5162400 User ID: 1121200004 Total DLs: 1 Caller Name: Steve Callback Number: 4805405560 Verified Email: info@mcbrideservices.com Account Verified: Y Admin / User: admin Issue: - needs help resetting the password for ext 0 Troubleshooting Done: - sent password reset password reset e-mail to info@mcbrideservices.com - enable use e-mail address to log in - customer was able to update password and log in - also inform customer that for him to change settings on his account he should go the service.ringcentral.com - call disconnected - CB customer - incid : 459606739691 - assisted customer where to update credit card information - issue resolved - no other concern - case closure confirmed - end of call ----- FOR CASE CLOSURE Case: 17508366 CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Chandra | Call Queue - Resolved by Jam Case ID: 17508896 Incontact ID: 459606740488 RC#: (205) 6318915 User ID: 1172732011 Total DLs: 49 Caller Name: Chandra Callback Number: (205) 624-0169 Verified Email: itsupport@independentmed.com Account Verified: Y Admin / User: admin Issue: - authorized caller - said that on the Central Mobility - Main (Ext. 700) call queue, all of the extensions are ringing except for ext 703 Debra Kallner - higher DL account - transfer to higher DL - agent's name : John Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Casey | Exporting Call Recordings and call logs - Resolved by Jam Case ID: 17509096 Incontact ID: 459606766745 RC#: (833) 2005243 User ID: 190101031 Total DLs: 1 Caller Name: Casey Callback Number: 8586059626 Verified Email: casey@luminaryfinancial.com Account Verified: Y Admin / User: admin Issue: - transferred call from Cert - wants to export call recordings and call logs and sent it on his e-mail Troubleshooting Done: - inform customer the data retention for call recordings > 90 days - export call logs and call recordings - reports > call logs > download - sent customer the file via e-mail - issue resolved - no other concern - end of call ----- FOR INTERVENTION Case : 17509096 Caller Name : Casey Issue : Exporting Call Recordings and call logs Reason : temp check since this is a transferred call from CERT FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Scott | Phone number - Resolved by Jam Case ID: 17509556 Incontact ID: 459606805302 RC#: 8553011745 User ID: 299076018 Total DLs: 18 Caller Name: Scott Callback Number: (720) 458-1577 Verified Email: sc@connectyourhome.com Account Verified: Y Admin / User: admin Issue: - phone number is not working - said that the 7203990935 assigned to ext 132 is unable to do outbound and can't receive SMS Troubleshooting Done: - inform customer that the number is not a digital line therefore it doesn't have the capability of doing outbound and SMS - advised customer that we need to convert it as DL for it to do outbound calling - customer agreed - inform charges - customer understood - converted the number of ext 132 | 7203990935 to digital line - need to confirm as well to customer if the number is already working for outbound calling - unable to confirm while on call since the customer needs to go - regarding the issue that the number can't send and receive SMS, educate customer about the TCR - sent e-mail to customer with the link where to download the form and sample TCR form for reference - guide customer how to fill out the form - ask customer to also reply to the e-mail with the completed form aside from uploading it on the link - advised of 10 business days for the SMS completion date - inform that they will be receiving notifications regarding the status - customer understood - end of call FOR RC DEPENDENCIES Case : 17509556 Issue : unable to receive and send SMS Reason : #TCR: SMS Compliance and Campaign Registration - was able to submit while on call - attached the form to the case ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For David | Call Handling Settings - Resolved by Jam Case ID: 17510942 Incontact ID: 459606889125 RC#: (347) 7268477 User ID: 62344894008 6468465722 Total DLs: 2 Caller Name: David Callback Number: (954) 249-5000 Verified Email: david@strategicresponsesystems.io Account Verified: Y Admin / User: admin Issue: - customer said that when someone call his number it really takes long time to ring and wants to change it - want to adjust the time how long each device will ring on ext 102 Troubleshooting Done: - assisted customer how to adjust the ring for - from always ring to 3 rings/15 seconds > save - customer ask if there is a settings in the app where it keep his account always signed in - inform customer that so long as he did not sign out his account it will still be signed in even if he restart his phone or what not - customer understood - unable to confirm resolution since customer said he wants to do the test call on his end but he doesn't have any other device for him to the test call - no other concern - end of call FOR ORT ENDORSEMENT Case : 17510942 Issue : adjust the time how long each device will ring on ext 102 Reason : Follow up | Resolution confirmation Next step to be done : just need to confirm to customer if the number/seconds of rings is already okay with him ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Pilar | Outgoing calls being tagged as spam - Resolved by Jam Case ID: 17512200 Incontact ID: 459606997922 RC#: 3233195878 User ID: 62103364016 Total DLs: 47 Caller Name: Pilar Callback Number: (323) 364-0338 Verified Email: pilar@starkwoodinc.com Account Verified: Y - ext 105 Admin / User: admin Issue: 1ST CONCERN - one of their direct number is being tagged as spam when making outgoing calls - affected number > 3102727739 2ND CONCERN - want that two of their numbers to be able to receive SMS - numbers > 3104385885 | 3104385669 - 2 numbers that they want to be able to receive SMS > 3104385885 | 3104385669 - higher DL account - transfer to higher DL - agent's name : Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Dominic | Outbound calls being marked as spam - Resolved by Jam Case ID: 17512658 Incontact ID: 459607012631 RC#: 8772170166 User ID: 1403131020 Total DLs: 1403131020 Caller Name: Dominic Callback Number: (720) 616-6361 Verified Email: matt.semryck@ccmclending.com Account Verified: N Admin / User: n/a Issue: - when the number 7206166361 (ext 26361 | Matt Semryck) is doing outbound calls, it is being marked as spam when they are calling T-Mobile numbers - unable to verify the account using the SQ and CC details - refuse to update the SQ on his ext - said he will CB once he already have the details - end of call ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: 17335554 Incontact ID: 459607025495 RC#: (202) 4624788 User ID: 353702026 Total DLs: 1,003 Caller Name: Fredy Callback Number: (202) 462-4788 Verified Email: fferrufino@lcdp.org Account Verified: ext 1218 Admin / User: admin Issue: - one of their user is unable to send SMS > ext 1261 - customer said that her agent already submitted the form and received an e-mail that it is already on pre-approved status - getting an error "text message is not enable for this user" - said they submitted the form 01/11 Troubleshooting Done: - reach out to FS to check the status of their TCR - inform customer that the form was already listed since 1/11/2023 and already on pre approved - submitted TCR SMS Escalation Form - end of call Pa check po TCR status Company Name : La Clinica del Pueblo UID : La Clinica del Pueblo Thank you! ** said they submitted the form over a month and a half ago ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Roy | Outbound Calls - Resolved by Jam Case ID: 17512874 Incontact ID: 459607059871 RC#: (833) 7172440 User ID: 63135443008 Total DLs: 1 Caller Name: Roy Callback Number: (843) 900-2882 Verified Email: hro7102@gmail.com Account Verified: Y Admin / User: admin Issue: - authorized caller - said that when 103 is doing an outbound call, ext 102 is unable to do outbound call and vice versa - contact your administrator Troubleshooting Done: - advised the customer that as per checking ext 102 doesn't have a digital line that's why she will really not be able to do outbound calling - explain the call handling set up for his auto-receptionist - when someone call his TFN, calls are being forwarded to a call queue Rule 1 Ext 1 and once it go through it should ring ext 102 and 103 simultaneously - and if no one answer for 3mins it will forward the call to the voicemail of ext 102 - customer understood - wants to change the voicemail recipient - change send voicemail to another ext for Rule 1 (Ext. 1) > set to ext 101 - assisted customer how to add new user extension - sent link for the article on how to add MVP user extension for future reference - e-mail sent to hro7102@gmail.com - issue resolved - no other concern - case closure confirmed - end of call ----- FOR CASE CLOSURE Case: 17512874 CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Darrel | SMS Feature - Resolved by Jam Case ID: 17513342 Incontact ID: 459607093073 RC#: (877) 26221611261 User ID: 1893898021 Total DLs: 1 Caller Name: Darrel Callback Number: (769) 251-3098 Verified Email: djefferson@bentleymgc.com Account Verified: Y Admin / User: admin Issue: - wants to know if all of the users on the account does have an SMS feature Troubleshooting Done: - confirm to customer that only ext 101 and ext 102 does have the SMS feature since they are the only extension that have a dedicated number assigned to their extension - customer understood - no TS or changes made on the account - end of call ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For | - Resolved by Jam Case ID: Incontact ID: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: Troubleshooting Done: ----- FOR CASE CLOSURE Case: CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N ****************************************