Untitled Note

For Salman | Incoming Calls - Resolved by Jam Case ID: 18153503 Incontact ID: 462377631846 Company Name: Filing Taxes RC#: 4164798532 User ID: 2192531014 Total DLs: 1 Caller Name: Salman Callback Number: 6478706986 Verified Email: salmanqr@gmail.com Account Verified: Y - ext 101 Admin / User: admin Issue: • call comes in ring will phone for a second then it will goes away • customer is using RC application to receive and make calls Troubleshooting Done: • was able to confirm to customer that there are 4 people that are logged in using just one extension - ext 101 • asked customer to log out and log in of the app • test • tested working • set expectation to customer that since there are 4 people that are currently logged in using the same credential it might be the reason why the call will go away - device limitation • customer understood • still need to confirm to the other affected user if he is still experiencing the issue • end of call **************************************** For Robin | Phone Provision- Resolved by Jam Case ID: 18127788 Incontact ID: 462377656979 Company Name: Lazar Spinal Care RC#: (734) 2745107 User ID: 63122278 Total DLs: 5 Caller Name: Robin Callback Number: (734) 904-9436 Verified Email: robin@lazarspinalcare.com Account Verified: Y Admin / User: admin Issue: • transferred call from Louie • provisioning Polycom device to Robin Welshans - Ext. 1008 Troubleshooting Done • CB customer to continue TS • incid : 462377724325 • as per checking the device is associated to 305074017 | Jonathan Lazar • customer is aware that the device is assigned to a different account • was able to verified the account 305074017 using the SQ of the super admin • created RC meeting - https://meetings.ringcentral.com/j/1494688502?pwd=YTNGN1BZZ3BPcjlOcURDWWh6ejk2QT09 • sent customer e-mail with the meeting link • guided customer on how to download the app • initiated remote session • asked customer to get the phone's IP address • assisted provisioning • test call • tested working • issue resolved • no other concern • case closure confirmed • end of call FOR CASE CLOSURE Case: 18127788 CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Device : Polycom IP 335 HD IP phone Serial Number : 0004F2407F8C User : Robin Welshans - Ext. 1008 Phone Number : (734) 418-9662 IP Address : Instance ID : 803943253013 **************************************** For Sarena | - Resolved by Jam Case ID: 18138810 Incontact ID: 462377686520 Company Name: Smile Shoppe Pediatric Dentistry RC#: (479) 6316377 User ID: 442166048 Total DLs: 25 Caller Name: Sarena Drummond Callback Number: (479) 6316377 Verified Email: info@smile-shoppe.com Account Verified: Y Admin / User: admin Issue: • calling about the case 18138810 • issue hearing a voicemail because there is no button to play the voicemail • higher DL account • transfer to higher DL • agent's name : Jorge Aguilar Troubleshooting Done: • • • • • **************************************** For Polat | Retrieve Number - Resolved by Jam Case ID: 18155435 Incontact ID: 462377766928 Company Name: LYA Services Inc RC#: (630) 3134184 User ID: 386141040 Total DLs: 31 Caller Name: Polat Callback Number: 630 686 5704 Verified Email: lyaservicesinc@gmail.com Account Verified: ext 1016 Admin / User: Issue: • calling about the case 17896450 • inform that the ticket was already closed • requesting to retrieve 6306723292 that she accidentally deleted on the account • return back the number that she accidentally deleted • higher DL account • transfer to higher DL • agent's name : Polat Troubleshooting Done: • • • • • **************************************** For Niko | Removed DL - Resolved by Jam Case ID: 18155651 Incontact ID: 462377796172 Company Name: Full Potential Solutions RC#: (617) 5065444 User ID: 2890061020 Total DLs: 192 Caller Name: Niko Calingasan Callback Number: (816) 608-7799 Verified Email: leo.calingasan@fpsinc.com Account Verified: Y ext 101 Admin / User: admin Issue: • deleting 30 DL on the account • higher DL account • transfer to higher DL • agent's name : Joseph Troubleshooting Done: • • • • • **************************************** Case ID: 18156496 Incontact ID: 462377821200 Company Name: Law Office of Sarah Mu RC#: (408) 9616312 User ID: 311453049 Total DLs: 3 Caller Name: Sarah Mu Callback Number: Sarah Mu Verified Email: xmu@mupllclaw.com Account Verified: Y ext 101 Admin / User: admin Issue: • voicemail and call queue set up Troubleshooting Done: • guided customer where to access VMs sent to their company main number • call queue set-up for Law Office of Sarah Mu ext 1 • audio while connecting > set to ring tones • disabled the call queue greeting • maximum caller wait time in queue > set to 30 seconds • assisted customer how to edit VM greeting • for ext 102, disabled the user greeting • audio while connecting > set to ring tones • unable to do test call • customer need to attend a meeting • end of call **************************************** For Dorris | Polycom Phone Set-Up - Resolved by Jam Case ID: 18156605 Incontact ID: 462377883053 Company Name: Acuity Packaging