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For Justin | Call Queue - Resolved by Jam Case ID: 17376553 Incontact ID: 458854503899 RC#: 6136349529 User ID: 524216040 Total DLs: 1 Caller Name: Justin Callback Number: (226) 220-7021 Verified Email: justin.whitton@@alwington.com Account Verified: Y Admin / User: admin Issue: - needs assistance to set up a call queue - unable to verify - customer will CB once she already have the details - 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 Janice | Phone is not ringing - Resolved by Jam Case ID: 17376691 Incontact ID: 458854520181 RC#: 3046936007 User ID: 62961672008 Total DLs: 3 Caller Name: Janice Callback Number: 2405800420 Verified Email: smitj0915@gmail.com Account Verified: Y Admin / User: admin Issue: - phone is not ringing Troubleshooting Done: - wants that all of the number on the account except her main line (304) 396-3482 should ring on ext 102 Rachel Adams - explain to customer the current call handling set-up -when main number is dialed it will forward the call to queue > APPT SETTERS - once on the queue, call will go to ext 102 and 103 - customer said that she doesn't want that set-up and didn't know who changed that - threaten to cancel since she said they are losing business - forward the call to specific user > to Rachel Adams, Ext. 102 - operator ext > changed to ext 102 - on ext 102 set audio while connecting to acoustic - disable the connecting message > save - test call > (304) 6936007 > calls are still being forwarded to ext 101 - created custom rule on the auto receptionist > All Office Number to Ext 102 - Called Number > (301) 615-0399 | (814) 626-8603 | (540) 242-4558 | (304) 693-6007 - define call handling > A specific user > Rachel Adams, Ext. 102 - test call > (304) 693-6007 > working - test call > (301) 615-0399 > working - test call > (814) 626-8603 > working - test call >(540) 242-4558 > working - test call > (304) 462-2872 > working - test call > (304) 396-3482 > working - provide all numbers on the account - test call - tested working - no other concern - issue resolved FOR INTERVENTION Case : 17376691 Caller Name : Janice Issue : Call Forwarding | Created custom rule Reason : customer is upset since she is not aware about the changes who made on the account specific to forwarding calls to call queue when main number is dialed | threaten to cancel service on set of the 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 Bridgette | Call Forwarding - Resolved by Jam Case ID: 17377736 Incontact ID: 458976590462 RC#: 2145221310 User ID: 1159993021 Total DLs: 181 Caller Name: Bridgette Rose Callback Number: (469) 458-6749 Verified Email: brose@valiantresidential.com Account Verified: Y - ext 91083 Admin / User: admin Issue: - wants that when (817) 282-5700 is dialed, it should ring ext 601 | ext 92142 | ext 92143 all at the same time - higher DL - transfer to higher DL account - 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 David | Number not in service - Resolved by Jam Case ID: 17379332 Incontact ID: 458976628846 RC#: 9729380703 User ID: 1686896013 Total DLs: 4 Caller Name: David Stanley Callback Number: (972) 489-2444 Verified Email: david@customcaregivers.com Account Verified: Y - ext 101 Admin / User: admin Issue: - when main number is dialed, callers are getting a recording that says this number is not service - also, when customers send e-mail to megan@customcaregivers.com and dawn@customcaregivers.com they are getting an error this e-mail is not a valid e-mail Troubleshooting Done: - did test call on 9729380703 > Megan ext 104 was able to receive the call - said that it is happening to just some of the callers - David said to CB or reach out to Megan to continue TS since she is not on the location - megan's number : (972) 833-1589 - end of call FOR ORT ENDORSEMENT Case : 17379332 Issue : when main number is dialed, callers are getting a recording that says this number is not service Reason : Follow up | Customer is not on the location | Unable to continue ----- 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 | Call forwarding - Resolved by Jam Case ID: 17378336 Incontact ID: 458976654192 RC#: 5617179000 User ID: 666701040 Total DLs: Caller Name: Robert Callback Number: 561 929 9126 Verified Email: bobby@encoredealerfi.com Account Verified: Y Admin / User: admin Issue: - wants to change the number for the customer payment line 1 ext 1003 to 8178403000 Troubleshooting Done: - assist customer to forward the call to external number to 8178403000 when caller press 1 on IVR - phone system > IVR menus > main greeting > key presses > key 1 > edit > action > external transfer > transfer to 8178403000 > save - unable to test resolution - customer needs to go - end of call FOR ORT ENDORSEMENT Case : 17378336 Issue : wants to change the number for the customer payment line 1 ext 1003 to 8178403000 Reason : Follow up | Resolution confirmation 8889047777 ----- 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 Hollly | Forward Number to Fax Number - Resolved by Jam Case ID: 17378799 Incontact ID: 458976689031 RC#: 8139065058 User ID: 62465389004 Total DLs: 2 Caller Name: Hollly Callback Number: (352) 410-0156 Verified Email: heastmond@swflhomecare.co Account Verified: Y Admin / User: admin Issue: - authorized caller - wants the 9412594516 to be forwarded to a fax number Troubleshooting Done: - inform customer that we cannot forward that number to company fax - what we can only do is to assign the 9412594516 to the recipient of the fax - customer understood - said to park the issue for now and will CB to continue TS FOR ORT ENDORSEMENT Case : 17378799 Issue : Fax Issue Reason : will CB to continue TS ----- 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: 17224929 Incontact ID: RC#: (800) 6100373 User ID: 63116199008 Total DLs: 1 Caller Name: Brian Hacther Callback Number: (205) 914-7255 Verified Email: reservations@eliteescapes.travel Account Verified: Y Admin / User: admin Issue: - calling about the open ticket 17224929 - said he already submitted the form 20 days ago Troubleshooting Done: - reach out to FS Bart to check the status of TCR - inform customer that form was received 1/16 and was already pre-approved - customer is upset since it was more that 10 days and didn't get any update - submit TCR SMS Escalation Form - inform details - end of call _ NEED ----- 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: 458976787479 RC#: 9893216516 User ID: 186855050 Total DLs: 2 Caller Name: Ana Callback Number: (205) 540-8595 Verified Email: ana@beyondwellnesscenter.com Account Verified: Y Admin / User: admin Issue: - port in number - 250 deskphone 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 Gregory | IVR menu- Resolved by Jam Case ID: 17379593 Incontact ID: 458976802002 RC#: 1 (214) 2659702 User ID: 1362822020 Total DLs: 1 Caller Name: Gregory Callback Number: 2149806059 Verified Email: sales@fanous.com Account Verified: Y Admin / User: admin Issue: - transferred call from Sid of Implementations - needs assistance in IVR menu Troubleshooting Done: - assist customer to forward the call to the IVR he created - Phone System > Auto-Receptionist > General Settings > Multi Level > Company Call Handling > IVR Menu 1001 > Save - test call - tested working - no other concern - issue resolved ----- FOR CASE CLOSURE Case: 17379593 CX agreed to close case: Y Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N **************************************** For Duyd | - Resolved by Jam Case ID: 17226368 Incontact ID: 458976811404 RC#: 27147978996 User ID: 62862976008 Total DLs: 5 Caller Name: Duy Trung Callback Number: 7147978996 | 7148311019 Verified Email: umbalaboxus@gmail.com Account Verified: Y Admin / User: admin Issue: - wants to know the status of TCR - said he submitted the form 17 days ago Troubleshooting Done: - reached out to FS Bart to check the status - checked that the the form was already pre-approved - submitted TCR SMS Escalation Form - 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 Nicole | Call forwarding - Resolved by Jam Case ID: 17380285 Incontact ID: 458976855194 RC#: 9494509000 User ID: 1444228021 Total DLs: 4 Caller Name: Nicole Callback Number: 9494509000 Verified Email: nicole.thornton@ceterafs.com Account Verified: ext - 100 Admin / User: admin Issue: - authorized caller - on ext 101, want to forward call to external number > 9497028800 Troubleshooting Done: - forward call to external number in case of missed call in ext 101 - Users > User List > Users with Extensions > Call Handling > Missed Calls > Forward to External Number > Number > 9497028800 > Save - test call - tested working - no other concern - issue resolved FOR ORT ENDORSEMENT Case : 17380285 Issue : forward call to external number Reason : Follow up | Resolution confirmation ----- 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 Lee | Extensions and phone concern - Resolved by Jam Case ID: 17381386 Incontact ID: 458976973322 RC#: 3105982648 User ID: 794717008 Total DLs: 37 Caller Name: Lee Callback Number: 8188570516 Verified Email: lee@barrettplasticsurgery.com Account Verified: Y - ext 29 Admin / User: user Issue: - 3rd time is calling - need to go over on all of the extensions on the account to check if there are extensions that they are not using - there is a phone that needs to assigned to a user extension - higher DL - transfer to higher DL account - 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 Ian | New Site - Resolved by Jam Case ID: 17381537 Incontact ID: 458976996150 RC#: (800) 5897427 User ID: 813944048 Total DLs: 166 Caller Name: Ian Stanton Callback Number: (805) 719-9045 Verified Email: istanton@woodranch.com Account Verified: Y Admin / User: admin Issue: - authorized caller - needs assistance to set-up new site - higher DL - transfer to higher DL account - 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 Neil | Call forwarding - Resolved by Jam Case ID: 17381708 Incontact ID: 458976998246 RC#: 8186499788 User ID: 617990009 Total DLs: 4 Caller Name: Neil Angst Callback Number: (425) 252-5105 Verified Email: neil@his-nw.com Account Verified: Y Admin / User: admin Issue: - authorized caller - call forwarding set-up - needs that when someone call the main number, it will still ring his phone even if he's on active call Troubleshooting Done: - assisted customer how to forward the calls to directly to his extension when main number is dialed - Phone System > Auto-Receptionist > General Settings > Call Handling > Specific User > User Extension > Ext 101 - added co-worker on call handling of ext 101 - users > user list > users with extensions > ext 101 > call handling > add co-worker > ext 102 > ring all at once > audio while connecting > save - test call - tested working - customer ask if that is possible for ext 102 to be also the recipient of VMs - inform customer ext 102 can only get voicemail notifications on e-mail - there was an open ticket > 17332935 - regarding provisioning Yealink phone - customer said that it is already resolved - but customer seems not happy - end of call FOR INTERVENTION Case : 17381708 Caller Name : Neil Angst Issue : call forwarding Reason : all issues resolved but customer seems not happy ----- 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 Bryan | Partially Received Faxes - Resolved by Jam Case ID: 17381926 Incontact ID: 458977030632 RC#: 4326522548 User ID: 796101040 Total DLs: 1 Caller Name: Bryan Callback Number: 4326522548 Verified Email: info@sangp.org Account Verified: Y Admin / User: admin Issue: - partially received faxes Troubleshooting Done: - they are receiving faxes on e-mail > info@sangp.org - clients are sending faxes directly on their company fax number > (877) 654-8355 - checked fax logs - customer said that the receiver are from different hospitals - sent e-mail to customer about the article Fax - Partially Received Faxes | RingCentral - ask customer to advised sender to lower the baud rate to 9600 - customer said they will reach out to the sender of those faxes to change the settings - customer will reach out to the sending party and will contact us if still needs assistance - advised customer to provide fax samples in case they need to follow-up - end of call FOR ORT ENDORSEMENT Case : 17381926 Issue : partially received faxes Reason : customer will reach out to the sending party and will contact us if still needs assistance ----- 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: 458977152337 RC#: 7604444949 User ID: 1839909010 Total DLs: 4 Caller Name: Kalisha Callback Number: (760) 444-4949 Verified Email: info@diagnamics.com Account Verified: Admin / User: Issue: - not able to receive faxes 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 ****************************************