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For Matt | Call Recording - Resolved by Jam Case ID: 17282067 Incontact ID: 458496942774 RC#: 3198282000 User ID: 62871516008 Total DLs: 69 Caller Name: Matt Callback Number: 6236881903 Verified Email: mbullock@acceleradata.com Account Verified: Y Admin / User: admin Issue: - authorized caller - their manager needs to listen to the recordings of a call queue for training purposes - wants to know if there's a way for their manager to access call recordings without logging in as the super admin on the account - higher DL account - transfer to higher DL - agent's name : Glad 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 **************************************** NO CASE CREATED YET For Greg | Provisioning - Resolved by Jam Case ID: 17283446 Incontact ID: 458496975722 RC#: 17609990964 User ID: 62771946008 Total DLs: Caller Name: Greg Callback Number: mesa80.gl@gmail.com Verified Email: (941) 893-9100 Account Verified: Y Admin / User: admin Issue: - said that the number should be ported in already last Monday but still phone is not working Troubleshooting Done: - checked that the number is already ported in - desk phone is showing offline - after few minutes it show online and phone is already working - issue resolved - no other concern ----- 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 Robert | Port in - Resolved by Jam Case ID: 17282457 Incontact ID: 458496976733 RC#: 6469418825 User ID: 707207009 Total DLs: 6 Caller Name: Robert Callback Number: 9176173361 Verified Email: robert@vipjets.com Account Verified: Y Admin / User: admin Issue: - calling about the existing port in ticket : 17074000 - inform customer the reason for rejection - customer understood - assist customer how to edit the port in request - said that he will reach out to the losing carrier for the PIN code - no other concern - end of call 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 Daniel | Call forwarding - Resolved by Jam Case ID: 17282864 Incontact ID: 458497000721 RC#: 8007788275 User ID: 1832134027 Total DLs: 1 Caller Name: Daniel Callback Number: (713) 591-2747 Verified Email: daniel@sierraplanchoice.com Account Verified: Y Admin / User: admin Issue: - want to upgrade his plan to Premium - create CIF case : 17282984 - wants to forward the call to different extensions - when main number is dialed, it should forward the call to his extension - 101 > front desk > retention > voicemail Troubleshooting Done: - assist customer how to create user extension - forward call to his extension - ext 101 - add external number on call handling of ext 101 - ring for >> 3 rings - set to ring in order - test call - issue resolved - pending test resolution since other user is not on the office FOR CIF UID: 1832134027 Name of the customer: Daniel Callback Number: (713) 591-2747 Details of request or issue: Plan Upgrade CIF Case #: 17282984 AM: Nicolo Paolo Bucay FOR ORT ENDORSEMENT Case : 17282864 Issue : Call forwarding Reason : Follow up | Resolution confirmation Best time to call: Best Callback number: (713) 591-2747 Alt CB number: N/A Timezone: Central Time ----- FOR CASE CLOSURE Case: 17282864 CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Ken | Account cancellation - Resolved by Jam Case ID: Incontact ID: 458497125937 RC#: 01792709934 / 01296715055 User ID: N/A Total DLs: N/A Caller Name: Ken Callback Number: 07813360181 Verified Email: Account Verified: N/A Admin / User: N/A Issue: - set up IP phone - BT Cloud account - wants to cancel his account - 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: 17285601 Incontact ID: 458497149719 RC#: 2486461930 User ID: 1306750020 Total DLs: 1 Caller Name: Jack Callback Number: (248) 646-1930 Verified Email: jzd7@hotmail.com Account Verified: Y Admin / User: admin Issue: - unable to send and receive SMS Troubleshooting Done: - educate about the TCR process - assist customer to fill out the form - ask customer to send the completed TCR form via e-mail - advised of the turnaround time - attached the form to the case - no other concern - end of call FOR RC DEPENDENCIES Case : 17285601 Issue : unable to send and receive SMS Reason : TCR ----- 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 Eric | Calls go straight to voicemail - Resolved by Jam Case ID: 17288463 Incontact ID: 458497403448 RC#: 5123859700 User ID: 2388898020 Total DLs: 21 Caller Name: Eric Callback Number: (512) 980-4791 Verified Email: eric@jmdconsulting.com Account Verified: Y Admin / User: admin Issue: - calls go straight voicemail - affected user : ext 120 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 Tawana | User status - Resolved by Jam Case ID: 17207793 Incontact ID: 458497429832 RC#: 1 (313) 9830044 User ID: 316521031 Total DLs: 4 Caller Name: Tawana Callback Number: (313) 983-0044 Verified Email: tawanah.fofllc@gmail.com Account Verified: Y Admin / User: admin Issue: - authorized caller - on the Ring central app, extension 103's status is changing on its own - it shows online/available then suddenly it will change to in a meeting and/or on a call even if she's not - it fluctuates between the two status - ask customer to uninstall and re-install the app - customer said that she need to CB since the user extension that is affected is currently in a meeting - end of call FOR ORT ENDORSEMENT Case : 17207793 Issue : user status is changing on its own on the RingCentral app Reason : customer said that she need to CB to continue TS since the user extension that is affected is currently in a meeting Best time to call: 5PM EST today 18th January 2023 Best Callback number: (313) 983-0044 Alt CB number: N/A Timezone: Eastern Time 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 Amy | Calls go straight to voicemail- Resolved by Jam Case ID: 172891162 Incontact ID: 458497461297 RC#: (912) 355-3110 User ID: 3034278020 Total DLs: 6 Caller Name: Amy Callback Number: (912) 355-3110 Verified Email: amyjo@stthomasioh.org Account Verified: Y Admin / User: admin Issue: - when main number is dialed then press 101# on the dial pad, calls go straight to voicemail Troubleshooting Done: - check the current set up of ext 101 - test call - was able to ring the app and desk phone - but customer mentioned that sometimes it doesn't working - issue is intermittent - for monitoring FOR ORT ENDORSEMENT Case : (912) 355-3110 Issue : calls go straight to voicemail Reason : intermittent issue || Follow up | Monitoring Best time to call: today, 408 up until 5PM Best Callback number: (912) 355-3110 Alt CB number: N/A Timezone: Eastern Time ----- 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 Fadra | Headset is not working - Resolved by Jam Case ID: 17289936 Incontact ID: 458497527035 RC#: 7027545400 User ID: 704755040 Total DLs: 5 Caller Name: Fadra Callback Number: (702) 606-7136 Verified Email: fadrakyle@firstserverealty.com Account Verified: Y Admin / User: admin Issue: - authorized caller - headset is not working - Plantronics headset - checked if the headset is set-up on RingCentral app - change the audio output and output on the app - about to do a test call - call disconnected - CB customer - incid : 458497559261 - incid : 458497564373 - user extension is still not at home so she wasn't able to confirm if everything is okay now - end of call FOR ORT ENDORSEMENT Case : 17289936 Issue : headset is not working Reason : Follow up | Resolution confirmation Best time to call: Best Callback number: (702) 606-7136 Alt CB number: N/A Timezone: Pacific Time FOR ORT ENDORSEMENT Case : 17289936 Issue : headset is not Reason : Josi 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 David | Filter out call logs - Resolved by Jam Case ID: 17290679 Incontact ID: 458497595815 RC#: 7322893833 User ID: 62808195008 Total DLs: 85 Caller Name: David Callback Number: (732) 679-6300 Verified Email: DColon@dermassocnj.com Account Verified: 1112 Admin / User: admin Issue: - need help to filter out a report of a recorded calls - higher DL account - transfer call to higher DL - agent's name : Grace - 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: 17289857 Incontact ID: 458497641930 RC#: 1 (209) 4141605 User ID: 332466019 Total DLs: 4 Caller Name: Chabre Callback Number: 2098418257 Verified Email: chabre@proedge-services.com Account Verified: Y Admin / User: admin Issue: - needs to provision desk phone - call disconnected - CB customer - incid : 458497652049 - customer is not on the location - unable to continue TS Model : Cisco SPA-504G Serial Number : CBT14490416 User : Chuck Denny - Ext. 101 DL : (209) 225-2300 Model : Cisco SPA-504G Serial Number : CBT153409ZS User : Mercedes Kennedy - Ext. 102 DL : (877) 618-5331 FOR ORT ENDORSEMENT Case : 17289857 Issue : Provisioning Reason : Customer is not on the same location with the desk phone Best time to call: 5PM today Best Callback number: 2098418257 Alt CB number: N/A Timezone: Pacific Time 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 Alexandra | Call Queue - Resolved by Jam Case ID: 17291657 Incontact ID: 458497686666 RC#: 2124664472 User ID: 59035909 Total DLs: 44 Caller Name: Alexandra Callback Number: (305) 528-2594 Verified Email: alexandra@gomezlawny.com Account Verified: Y Admin / User: admin Issue: - authorized caller - have a company number - call queue / multiple - want to connect the call automatically instead of the pressing 1 - when main number is dialed, want the call to be forwarded to multiple user smultaneously - higher DL account - transfer to higher DL - agent's name : Aya 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 ****************************************