Provisioning template

Provisioning Template Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: Customer Name: Sarah Drouin Best callback number: 302-867-0460 Customer's preferred callback time (with timezone): Email address: plushbysarah@gmail.com Problem: whenever somebody calls and gets to the IVR menu once they select the key press and the call gets routed to the designed extension this last one is not getting the call at all or any kind of notification on their end meanwhile the customer is on the line and she is next to the device, customers have told her about that several times and several customers but not all since apparently some calls comes in. This is not only happening for that also with texts messages as well she is not receiving anything from some customers Background: When did the issue start? : 2 Weeks ago, When was the last time [it] appropriately worked? it is still working but only for some customers Troubleshooting: all the configuration on the IVR checked, Call queue checked , Auto receptionist checked, logged into her admin portal and seems ok Network details: she is using her cell phone and also a desktop, she has internet access. some of the calls are not being received by the user and also the texts messages