Untitled Note

Caller Name: Vanessa RC #: 3056039340 Callback Number: 7867183049 Verified Email: Vanessar@pastryisart.com # of DLS: 5 InContact ID: 455784841295 User ID: 62775244008 Case #: Account Verified: Y Issue: -phone provisioning -requested a spanish rep SN: 805E0C8D4061 MODEL: Yealink W76P Cordless Phone with 1 Handset 805E0CBCB633 cb #: (754) 422-0803 cb icid: 455784959213 -no answer / left vm / sent email cb #: (772) 925-9229 / (754) 422-0803 cb icid: 455784971022 -spoke with George and Kristina -cust recreated an extension for the same user as ext 209 -app logs done 7729259229 Make and Model of the Phone: Phone Version: (Android: Settings > About > Android Version) (IOS: Settings > General > About) Mobile app Version: (Click on Profile > mobile App version on the bottom right corner)" ************************************************ Caller Name: Bobby RC #: Callback Number: (214) 778-1112 Verified Email: Bobby@simpleauto.com # of DLS: 13 InContact ID: 455785019571 User ID: 180989023 Case #: Account Verified: Y Issue: -xferred call from Rose (sales) -call routing Troubleshooting: -explained the call routing of the phone numbers: (214) 321-6450 - ext 13 (214) 778-1112 - main (214) 935-1008 - ivr -cust wants to delete lines and extensions and keep ext 103, ext 114, ext 1115, ext 944 and ext 13 -xferred to cert 16746774 Contact Name: George / Kristina Contact Email: kristinakkt1994@gmail.com Contact Number: (754) 422-0803 or (772) 925-9229 Issue: -when the user ext 193 is turning on the "accept queue calls" status in her mobile app then opening the dial pad, the "accept queue calls" status is automatically turning off (please see video attached to this case) Extension and Email for affected user: ext 193 / kristinakkt1994@gmail.com Errors/notifications user is seeing: n/a Troubleshooting: -uninstalled then re-installed the mobile app (cust is using an android phone) -updated the emergency response location to 2525 46TH RD, VERO BEACH, FL 32966 -cust experienced the issue before and after the phone version update -recreated the ext 193 as ext 209 / same behavior of the mobile app -only ext 193 is experiencing the issue -the mobile app works normal before even if she switches the call queue status from "on" to "off" or vice versa -did /debug on ext 193's mobile app -replicated the issue in the web browser (got an approval from the cust) / the "accept queue calls" is not changing even if i open the dial pad ************************************************ InContact ID: 455785094956 User ID: 62875695008 Case #: Account Verified: Y Issue: -consultation call from Evangeline (sales) -swapped the number from (928) 4210434 to (833) 9995665 8339995665 ************************************************ Caller Name: Samantha RC #: Callback Number: (909) 734-8420 Verified Email: samanthakay.jhsu@farmersagency.com # of DLS: 10 InContact ID: 455785096834 User ID:3445766020 Case #: Account Verified: Y Issue: -xferred call from Jay (sales) -call forwarding to call queue group Troubleshooting: -explained that the overflow members is only for the premium plans -cust changed the call queue group members -resynced the phone in ext 94 -phone with MAC 805EC07BDDE5 updated the firmware -changed the call routing for the main number (909) 590-8850 -changed the call queue group name of ext 888 to Jason Hsu Insurance Agency -changed Call information displayed: to "CallerID Name" and "CallerID Number" -did test call -case closed (909) 927-8360 ************************************************ Caller Name: Sean RC #: 2816025055 Callback Number: (281) 253-9776 Verified Email: spc22@spcenvironmentalsolutions.com # of DLS: 1 InContact ID: 455785172122 User ID:62881345008 Case #: Account Verified: Y Issue: -call forwarding Troubleshooting: -changed the number of rings of ext 101 to 2rings/10secs -did test call -case closed ************************************************ Caller Name: Angela RC #: Callback Number: angela@cheetahlogisticsfreight.com Verified Email: # of DLS: 3 InContact ID: 455785191827 User ID: 62376961006 Case #: Account Verified: Y Issue: -xferred call from Camille (sales) -unable to login error message email add is already in use Troubleshooting: -cust cancelled the subscription on the UID 2936198044 -deleted the uid 2936198044 -asked cust to login to thru https://app.ringcentral.com using the email add angela@cheetahlogisticsfreight.com -uninstalled then re-installed the RingCentral app through https://apps.ringcentral.com -did test sms and test call -case closed angela@cheetahlogisticsfreight.com 62376961006 2936198044 - freya ************************************************ InContact ID: 455785333488 Issue: -ghost call ************************************************ Caller Name: Sunita RC #: 8002191306 Callback Number: (786) 985-6200 Verified Email: help@severefinancialsolutions.com # of DLS: 1 InContact ID: 455785336210 User ID: 626357048 Case #: Account Verified: Y Issue: -ivr menu -in coming caller id name for the external forwarding numbers Troubleshooting: -created call queue group exts for English and Spanish Queue -did test call if the incoming caller id name -Add more license to configure the incoming call display -created cif case 16756495 for additional license 16756495 Ray> press 1 external # Thank you for calling Severe Incorporated. For English, please press one. Para español, presione dos. For Haitian Creole, please press three. (786) 985-6200 (786) 260-3474 (954) 478-1266 ************************************************ InContact ID: 455785441950 User ID: 677832009 Case #: Account Verified: Y Issue: -consultation call from Karen (sales) -cleared AVL ************************************************ Caller Name: Shania RC #: 2089062525 Callback Number: (208) 906-2526 Verified Email: shania.brown@mylakeshorehealth.com # of DLS: 3 InContact ID: 455785454847 User ID: 433343048 Case #: Account Verified: Y / ext 102 Issue: -call queue voicemails of ext 1 Troubleshooting: -forwarded the calls of call queue group ext 1 to ext 102 7073184773 (208) 255-9369 ************************************************ Caller Name: APRIL RC #: Callback Number: 2065652961 Verified Email: april@pimsavvy.com # of DLS: InContact ID: 455785481790 User ID: 208862048 Case #: Account Verified: Y Issue: - xferred call from Grace (sales) -Call logs -outbound caller id Troubleshooting: -rep said tha the cust was in hurry -no ts done 16657141 ************************************************ Caller Name: Jesse RC #: 9702419474 Callback Number: (970) 5892533 Verified Email: jesse@jessedryeragency.com # of DLS: 1,114 InContact ID: 455785504255 User ID: 446859016 Case #: Account Verified: Y Issue: -download call recording Troubleshooting: -assisted cust in filtering the call logs with call recordings thru admin portal -connected the archiver to Google Drive -case closed ************************************************ Caller Name: Jordan RC #: Callback Number: 9168997283 Verified Email: jordan.yarbrough@exprealty.com # of DLS: 55 InContact ID: 455785527309 User ID: 1265951020 Case #: Account Verified: Y Issue: -xferred call from Kristine (sales) -use sms feature on ext 3068 Troubleshooting: -explained that we need to have mvp license to have the sms feature -adv cust that the mvp license is amounting $59.99 taxes -adv cust that we cannot use the twilio number to RC ************************************************ Caller Name: Jonathan RC #: 4809393200 Verified Email: Jlee@bluesignal.com # of DLS: 74 InContact ID: 455785546995 User ID: 952913020 Case #: Account Verified: Y Issue: -calling credit package charge Troubleshooting: -Discussed the calling credit package and sms allottment -cust understood -case closed ************************************************ InContact ID: 455785564800 User ID:62929188008 Case #: Account Verified: Y Issue: -consultation call from Dan (sales) -assisted rep in customizing the ivr prompt ************************************************ 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: ************************************************