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Incontact ID: 464159767446 UID: 62828231008 RC Phone Number: 800 851 6018 Customer First and Last Name: Orly Extension #: 101 Callback #: 510 338 5067 Email Address: ofreire@autobuslatino.com Account Verified (Y/N): Y Admin (Y/N): Y Description: Did a configuration to interrupt audio on hold and wants to find that option Set ETA: N/A Troubleshooting: Guided the cx through the admin portal to find the interrupted audio on the call queue that is not in use - Told the cx to set the call queue on the auto-receptionist for it to receive the calls - Went to ext 102 and enabled the greeting and used a custom one - The cx wanted to add an IVR but he needed to upgrade the plan so the agent referred him to the AM with case # 18482514 - Sent the cx an email with the AM info and the case number Resolution: After the changes cx agreed to finish the call and close the case Recap (Y/N): N/A Gain Agreement to close the case (Y/N): Y Promoted Support Site (Y/N): Y Promoted Survey (Y/N): Y SAT Prediction: 10 I am resolving the case now (Y/N): Y Attached KB Article (Y/N): Y "if there is nothing else I will be closing the case and marking it as resolved, also we have a support site at support.ringcentral.com, it works just like google you type your question and will see different articles on how to solve the issue. Lastly you might be receiving a quick survey over email regarding your overall experience with the customer experience today. And with that said thank you for being part of RingCentral and I hope you have a good day"