Untitled Note

Incontact ID: 461059207365 RC#: 5612083913 User ID: 1740218008 Caller Name: Daniel Email: daniel.knowles@techservicetoday.com Callback Number: (561) 376-8236 Account Verified: (Y) Admin/User: Admin | User ext 72607 Subject: For Daniel | RC app login - assisted by Cons Description: App having an issue login on the App Issue: App having an issue login on the App Troubleshooting: > customer able to login now on the App but still not working properly > Educate about We have been informed of an ongoing incident that a portion of customers may experience messaging applications not loading. Please tag any relevant cases to: Parent ref: 17820710 Incident ref: INC-37399 > customer understands- For RC App not loading. Case: 17820865 Parent ref: 17820710 Incident ref: INC-37399 For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059209752 RC#: 6187091039 | 3145298300 User ID: 1774585020 Caller Name: Sheila Email: sreagan@lanterds.com Callback Number: (618) 709-1039 Account Verified: (Y) Admin/User: Admin | User ext 20020 Subject: For Sheila | Password Reset- assisted by Cons Description: Password Reset Issue: Password Reset - Troubleshooting: > assisted to click the reset password/forgot password - did test - customer confirmed working-eoc For Case closure Case: 17821101 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059267829 RC#: 7703340068 User ID: 3761877020 Caller Name: Joan Email: dispatchbills08@gmail.com Callback Number: (678) 905-1193 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Joan | Call Handling - assisted by Cons Description: Call Handling Issue:Call Handling Troubleshooting: Incontact ID: 461059267829 > no response (678) 905-1193 call back (678) 905-1193 461059274828 spoke with Joan continue TS > (678) 748-3266 attached to ext 102 and update ext 102 details and credentials - did test - customer confirmed issue resolve for the technical > Customer is not yet registered to TCR - educate customer about the TCR - done > TCR - connect the customer - Fabiola Rodriguez 461059274828 warm transfer the customer For Case closure Case: 17822063 Any other open case/s: Y - TCR 17822736 - connect the customer Test Reso: Y CSAT spiel: Y Need intervention: N For TCR Case: 17822736 Fabiola Rodriguez Incontact ID: 461059343731 RC#: 7325234633 User ID: 3155680020 Caller Name: Athena - Email: jawwad@starspmb.com | jawwadsaghir2@gmail.com Callback Number: Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Jawwad Saghir | Login issue - Resolved by Cons Description: Login issue Issue: Login issue | TCR Troubleshooting: > 17823433 > send password reset link - did test - customer confirmed able to login > call TCR for the TCR concern - spoke with Karina 461059360068 warm transfer the cx For Case closure Case: 17823433 Any other open case/s: Y - TCR 17807249 - connect the customer to TCR Test Reso: Y CSAT spiel: Y Need intervention: N TCR Case: 17807249 Karina Rojas [karina.rojas@ringcentral.com] Incontact ID: 461059368747 RC#: 4125936796 User ID: 174704035 Caller Name: Jade Email: Billing@thefullhousellc.com Callback Number: 4124758299 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Jade | TCR - assisted by Cons Description: TCR Issue: TCR Troubleshooting: > call TCR spoke with Scarlet 461059383408 warm transfer the customer For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059388528 RC#: 2534534663 User ID: 63183726004 Caller Name: Rain Email: ghgassistant@gmail.com Callback Number: 2534534663 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Rain | TCR - assisted by Cons Description: Call Handling Issue: TCR Troubleshooting: > TCR spoke with JOHN, warm transferred the customer 461059388528 For TCR po. Thanks Case: 17824403 John Miranda For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059400920 RC#: 6304994152 User ID: 324062026 Caller Name: Andrei Email: info@mlkinginc.com Callback Number: 3313339459 Account Verified: (Y) Admin/User: Admin | User ext 102 Subject: For Andrei | Call Handling - assisted by Cons Description: Call Handling Issue: wanted to unblock the number 5138312600 Troubleshooting: > check ext 101 - > did test call 5138312600 461059420798 able to reach - > when 5138312600 tried to (630) 499-4152 they cannot contact them - they said that they cant hold of the number and they are telling the they have been blocked > assisted customer to check the app blocked lists number no number being block on ext 101 > remove the blocking on ext 102 , did test - advised to call them by 5138312600 - unable to test - customer will call back to continue TS > ORT For ORT Endorsement #ORTPhone Case #: 17824949 Issue: unblock number Reason:unable to test - customer will call back to continue TS For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059449812 RC#: 8158461500 User ID: 1138147011 Caller Name: Katie Email: Katie.Barucca@torqeedo.com Callback Number: 8158440304 Account Verified: (Y) Admin/User: Admin | User ext 301 Subject: For Katie | Order Rejected - assisted by Cons Description: Order Rejected - Issue: phone did not receive - Damian De Gannes (815) 846-1500 ext 3310 Troubleshooting: > assisted customer to update the sec question answer Damian De Gannes (815) 846-1500 ext 3310 > Order # Date Received: 02/21/2023 3:54 PM Order Status: Rejected > Asked support for insight - got advised The B stock order for the device type VVX311 did not push through. As per vendor, they do not have available B stock for this model. Please refer to the below courses of action: • Place a new order for A stock version or a different device type • Manually remove the device from the account • Submit a manual refund via bid desk for the canceled order (if necessary) Thank you. Account and Device Details: Company: Torqeedo UserID: 1138147011 Purchase Order Number: 1442126703 Instance ID: 804446563011 > assisted customer to place order for ext 3310 - done - Order confirmation 7858159002 For RC Dependency Shipping Case: 17825539 Order confirmation 7858159002 For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059518852 RC#: 9452185840 User ID: 2263727005 Caller Name: David Email: dreed@sydcom.net Callback Number: 9032404838 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For David | Switch Number - Resolved by Cons Description: Switch Number Issue: Switch Number Troubleshooting: > Switch Number (945) 218-5806 to be 9032341828 - done - did test - customer confirmed issue resolved For Case closure Case: 17826477 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059525346 RC#: 5127159995 User ID: 62899821028 Caller Name: Michael Email: mike@stealthproducts.com Callback Number: 8303852228 Account Verified: (Y) Authorized Caller - Stealth Products, Inc Admin/User: Admin | User ext 124 Subject: For Michael | DST - Resolved by Cons Description: DST Issue: DST needs to be updated Troubleshooting: > assisted customer to update the company schedule - done - eoc For Case closure Case: 17826824 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059561970 RC#: 3033731846 User ID: 2593952008 Caller Name: Evan Email: evanburkett@interiorlogicgroup.com Callback Number: 7204037830 Account Verified: (Y)Authorized Caller - Interior Resource Group Admin/User: Admin | User ext 5000 Subject: For Evan | reduce license - assisted by Cons Description: reduce license Issue: change order - reduce license Troubleshooting: > account is in the contract - recommend coordinating with AM - CIF Bryce Balkman | bryce.balkman@ringcentral.com For CIF. Thankie Case:17827328 UID: 2593952008 name of customer: Evan Email: evanburkett@interiorlogicgroup.com RC# 3033731846 CB#7204037830 Issue : Reduce License Account Manager: Bryce Balkman | bryce.balkman@ringcentral.com For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059587360 RC#: 9403828948 User ID: 399859040 Caller Name: Jessica Email: ray.office@jostens.com Callback Number: 9402065634 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Jessica | Caller ID Number - assisted by Cons Description: Caller ID Number Issue: Call Handling - Troubleshooting: > assisted customer for the Caller ID Number Main Line Group (Ext. 1) displayed settings - did test call 9403828948 461059607644 - update both phone number now - did test again call 9403828948 461059614334 461059617279 - caller IN name and Caller ID number -confirmed good > Feature request For FR Request po. Thanks Case: 17827550 FR created - CUSTCOM-I-7597 - customer wanted looking to be notified of a call while it is in cue instead of going to voicemail if all of our extensions are busy For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059741743 RC#: 8164633535 User ID: 319518049 Caller Name: Doretta Email: doretta.phillips@tacos4life.com Callback Number: 8164051452 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Doretta | Voicemail - assisted by Cons Description: Voicemail Issue: Voicemail Troubleshooting: > assisted customer on navigating the VM via service web - customer able to access the VM - turn of the the mobile app/desktop - unable to test reso - customer will call back to continue TS > ort For ORT Endorsement #ORTPhone Case #: 17829435 Issue: Voicemail Reason: unable to test reso - customer will call back to continue TS For Case closure Case: 17829435 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059755527 RC#: 6128525180 User ID: 62601028031 Caller Name: Dara Yang Email: awc-claims@avimoe.com Callback Number: 6128524976 Account Verified: (Y) Authorized Caller - AVIMOE, LLC Admin/User: Admin | User ext Subject: For Dara Yang | Outbound Calls - assisted by Cons Description: Outbound Calls Issue: Outbound Calls - ext 107 - 6128525180 Troubleshooting: > educate customer about the license needed - customer understands - customer will call back to continue TS as she needs to speak with her Boss first > ORT For ORT Endorsement #ORTPhone Case #: 17829695 Issue: Outbound Calls | License Reason:- customer will call back to continue TS as she needs to speak with her Boss first For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059788229 RC#: 9257247669 User ID: 2247624020 Caller Name: Beverlyn Email: bev@sunpointeservices.com Callback Number: 9252389552 Account Verified: (Y) Admin/User: Admin | User ext 7 Subject: For Beverlyn | TCR follow up for 17360078 - assisted by Cons Description: TCR Issue: TCR Troubleshooting: > call TCR 461059796266 - spoke with Nathalie warm transfer the customer - For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059801831 RC#: 8056954565 User ID: 872979044 Caller Name: Brandi Yates Email: brandi@valleyshieldtps.com Callback Number: 8058637471 Account Verified: (Y) Admin/User: Admin | User ext 103 Subject: For Brandi Yates | TCR - assisted by Cons Description: TCR - Issue: TCR Troubleshooting: > TCR - call TCR - Apner 461059808394 - warm transfer the customer TCR Case: 17830012 Abner Osorno [abner.osorno@ringcentral.com] For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059812204 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by Cons Description: Issue: Troubleshooting: > ghost call Incontact ID: 461059812204 (855) 925-8622 no response - call back number (855) 925-8622 461059814013 no response For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059816028 RC#: User ID: 303436026 Caller Name: Roselle Email: Callback Number: 9496294188 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Michelle | - assisted by Cons Description: Issue: TCR - msg received year ago Troubleshooting: > assisted customer to check the sms logs to view the history for the past 60 days - > customer is not register to the TCR - Shericka Frederick took over the call again [shericka.frederick@ringcentral.com] Shericka Frederick [shericka.frederick@ringcentral.com] For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059824570 RC#: 9317748142 User ID: 211036048 Caller Name: Madison Email: madisonmvc@gmail.com Callback Number: 9316911466 Account Verified: (Y) Admin/User: Admin | User ext 102 Subject: For Madison | Presence- assisted by Cons Description: Presence Issue: Yealink T48S Device Yealink T48S Gigabit Color Touchscreen Business Phone Madison Beachy - Ext. 102 (931) 774-8142 | Presence Ext 124 ,. 104 , 129, 115 Troubleshooting: > ext 124 is line 15 remove and added back - did test - still same - advised to remove all and add one by one without skipping line 15,16,17,and 22 still not showing on the phone presence even change the ext - resync the phone - Assisted to prcess https://support.intermedia.com/app/articles/detail/a_id/12018/type/KB provided the mailbox ID - did test customer confirm works - eoc For Case closure Case: 17830555 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461059908541 RC#: 9543771961 User ID: 1796359015 Caller Name: Pedro Email: Pedro@flanigans.net Callback Number: 7862562959 Account Verified: (Y) Authorized Caller - FLANIGAN'S ENTERPRISES Admin/User: Admin | User ext6924 Subject: For Pedro | Provision - Resolved by Cons Description: Provision Issue: Yealink - W76P - ext 6506 1106 ext 6506 (561) 323-6352 - Yealink - W76P - S/N 8302122062520602 || MAC 805E0CE6B19D ext 1106 (561) 486-8199 - Yealink - W76P S/N 802017E072506045 || MAC 805E0CF6C890 Troubleshooting: > Provision the handset - did test - customer confirmed issue working For Case closure Case: 17831282 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Order Rejected Case: 17825539 Incontact ID: 461196143016 RC#: 2405940325 User ID: 141424035 Caller Name: Kerri Email: kerri@heritagefinancialadvisors.com Callback Number: (410) 733-5606 Account Verified: (Y)Authorized Caller - Christopher Holcomb Admin/User: Admin | User ext 1301 | 1302 Subject: For Kerri | Voicemail - Resolved by Cons Description: Voicemail Issue: VM not accessible Troubleshooting: > assisted customer to reset the PIN - done - test - customer confirmed issue resolved For Case closure Case: 17851729 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196161959 RC#: 9013004800 User ID: 2247758008 Caller Name: Corrie Email: 2thdrdr@bellsouth.net Callback Number: 9016285966 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Corrie | Provision - Resolved by Cons Description: Provision Issue: 4804 WZP25440EPU Dental Expression - Ext. 101 Troubleshooting: Assisted customer to reset the password - done > reassign Serial Number: WZP25440EPU to the (901) 300-4806 ext 4 - done - did test - customer confirmed issue resolved For Case closure Case: 17851910 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196193181 RC#: 8888984591- 7708139895 - 770813 User ID: 3250807008 Caller Name: David Email: rincentral@duluthtravel.com Callback Number: 4049493382 Account Verified: (Y) Admin/User: Admin | User ext 202 Subject: For David | Add a point of contact for IVR - assisted by Cons Description: Add a point of contact for IVR Issue: Add a point of contact for IVR Troubleshooting: > contact CC - spoke with Mark 461196211125 warm transfer the customer 17853063 For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196238665 RC#: 6476606904 User ID: 3716162020 Caller Name: Zoheb Email: zoheb.rasul@gmail.com Callback Number: 6476606904 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Zoheb | Provision - assisted by Cons Description: Provision Issue: Provision 2 handset - ext 101 (647) 660-6904 - MAC 805E0C99195C ext 102 (647) 660-6801 - MAC 805E0C990E3A Troubleshooting: > removed (647) 660-6904 on ext 102 on the call handling - did test - customer confirmed issue resolved >educate customer about 805E0C990E3A connecting via WIFI - customer understands - tried to connect via cable - prov the device - did test - customer confirmed issue resolved For Case closure Case: 17853706 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196275492 RC#: 8488006099 User ID: 269210040 Caller Name: Dimitry Email: automerchant@gmail.com Callback Number: (201) 316-6161 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Dimitry | Provision - Resolved by Cons Description: Provision Issue: Provision - 2 phones * name change of the company - done (848) 800-8808 102 Troubleshooting: > reassign the device to ext 102 Serial Number: 805E0C5270E6 - done > prov device to ext 101 - Yealink - SIP- T33G MAC 805E0CB5BF30 - done - did test customer confirmed issue resolved > assisted customer to navigate to the user details - password - done > swap email - done helloautomerchant@gmail.com ext 101 automerchant@gmail.com ext 102 > Add user ext 103 - add direct number - 9732001299 - MAC 805E0C7709D0 - prov- done - did test - customer confirmed issue resolved - For Case closure Case: 17854170 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196392005 RC#: User ID: 63207560004 Caller Name: Gretchen - Kevin Email: Callback Number: Account Verified: (Y)Authorized Caller - Molly Maid Admin/User: Admin | User ext Subject: For Kevin | SMS not Available - assisted by Cons Description: Issue: Troubleshooting: > 17825027 Cust self registered Campaign ID: CS77RBM Brand iD: B0SQIYM DCA declined > educate Agent that the status (415) 648-2529 (415) 839-9428 (415) 839-9375 (415) 839-9692 (415) 287-2969 are all Provisioning - agent provided TAT to the customer about the completion of the TCR Due to mandatory 3rd-party vetting, it may take up to 20 days before your campaign is fully registered and SMS-enabled. The TCR status will be changed to "Registered" on the Campaign detail page once the application is approved. eoc For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196483779 RC#: 3173243731 User ID: 438607048 Caller Name: Amier - Email: zionsville@restore.com Callback Number: (317) 260-0805 Account Verified: (Y)Authorized Caller - Restore Hyper Wellness-Zionsville Admin/User: Admin | User ext Subject: For Amier | Feature Request - assisted by Cons Description: Feature Request Issue: Feature Request | customer wanted to have more than 90 days for preset options Troubleshooting: > 17856043 > educate the customer that we only have options: 30 days, 60 days, and 90 days - For example, if you change the policy from 30 days to 60 days on June 1, only conversations that happen on or after June 1 will be deleted once 60 days have passed. - customer understand - recommend to raise it as Feature Request > CUSTCOM-I-7622 For Feature Request po CUSTCOM-I-7622 Case: 17856043 Issue: we are trying to look for a specific clients SMS history for more than 90 days and we were able to see it a couple of days ago but now for some odd reason we can only see 3 or 4 messages back. For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196499999 RC#: 8182525241 User ID: 139267030 Caller Name: Leo Email: leo.fasman@woodbury.edu Callback Number: 8182525241 Account Verified: (Y) Authorized Caller - Woodbury University Admin/User: Admin | User ext 5241 Subject: For Leo | Add back the number 8182525275 - assisted by Cons Description: Add back the number 8182525275 Issue: ext 5275 - 8182525275 Polycom VVX 411 Color Gigabit Ethernet Phone 64167F27E41A should be attached to ext 5275 and the number should be 8182525275 Troubleshooting: > 1 (818) 2525275 Pre-Quarantine 03/15/2023 Level3 - LI 0 POD14 > Advise the customer if the customer wants the 8182525275 Advise the customer that we need to have a temporary number to swap the number 8182525275 on the account - customer agreed - Add a temporary number on ext 5275 (818) 252-5145 > call got DC to call back 8182525241 461196533691 - spoke with Leo Continue TS - refresh system - the number is now updated - prov 64167F27E41A - done- unable to test - customer will call back to continue TS since the owner of the extension is not available > ORT For ORT Endorsement #ORTPhone Case #: 17857266 Issue: Add back the number 8182525275 | Prov Reason: customer will call back to continue TS since the owner of the extension is not available (818) 252-0729 For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196557488 RC#: User ID: Caller Name: Marcela Roque Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by Cons Description: Issue: 9168469459 Troubleshooting: > educate customer that the number 9168469459 is not enabled / not supported and agent confirmed that the TCR is not yet completed just received - educate Agent that she needs to educate customer about the proper expectation once the TCR is completed that the only time tech team can help further the customer to enable the SMS manually For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196662518 RC#: 4108381088 User ID: 3542409020 Caller Name: Rusty Email: rmcintire@mnsgroup.com Callback Number: 4108381088 Account Verified: (Y) Authorized Caller - MNS Group Admin/User: Admin | User ext 9011 Subject: For Rusty |Presence - assisted by Cons Description: Presence Issue: ext 9018 (410) 449-5431 - Sidecar issue - when (410) 394-8400 ext 60000 added on the presence line 22 > when the extension rings she can pick it up on the headset Troubleshooting: > remove and re-added back on line 22 (410) 394-8400 ext 60000 - did test -educate that only calls to her extension the one she can answer using her headset. Those that are for another extension call only be answered using the keypresses > move the ext 60000 to different line - line 3 - did test - still not working > when the extension rings she can pick it up on the headset - but even picking up the phone - dialed number is the (410) 394-8400 > sidecar make and model VVX expansion module > Polycom VVX 601 Large Color Touchscreen Phone with 1 Expansion Module > added in the ext 60000 call handling - (410) 449-5431 9018 Brittany Koenig - did test - > call (410) 449-5431 461196716817 - still not - return it back to line 22 - resync - - did test - while on TS - no response - got issue with VPN - call back 4108381088 461196759486 - got Vicky got advised that Rusty will call back instead. > ORT For ORT Endorsement #ORTPhone Case #: 17858999 Issue: Presence Reason: got issue with VPN - call back 4108381088 461196759486 - got Vicky got advised that Rusty will call back instead. For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196742100 RC#: 6469418825 User ID: 707207009 Caller Name: Robert Email: robert@vipjets.com Callback Number: 6469418825 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Robert | returning device not getting the return label - assisted by Cons Description: returning device not getting the return label Issue: returning device not getting the return label Troubleshooting: > reprocess return label for 4825672094F2 -Shipping Address: 16 Raintree CtHolmdel, NJ 07733, USA > Advised TAT 24hrs - eoc For Dependency po. T1 Case: 17370917 Shipping case: 17860162 For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196793287 RC#: 8055778811 User ID: 62771607008 Caller Name: Enrique Email: enrique@camcnc.com Callback Number: 8055778811 ext 2 Account Verified: (Y) Admin/User: Admin | User ext 2 Subject: For Enrique | Follow up for 17828290 - assisted by Cons Description: Follow up for 17828290 > advised outage still ongoing - apologize for the inconvenience - customer understand PARENT for INC-37352 - Some customers are experiencing failed SMS to a single mobile provider. A portion of customers may be experiencing failed SMS messages to a single mobile provider. For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196823090 RC#: 8882247312 User ID: 1418511021 Caller Name: Daniel Email: dlenzo@strivecares.com Callback Number: 6467096883 Account Verified: (Y) Authorized Caller - Opportunity for Post Acute Recovery, LLC Admin/User: Admin | User ext 5366 Subject: For Daniel | follow up for 17769176 - assisted by Cons Description: follow up for 17769176 Issue: 17769176 Troubleshooting: > Apologize for the delay - educate the customer about the issue being raised to the team for further assistance - advised to monitor - customer understand - eoc For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461196835755 RC#: (818) 960-6429 User ID: 63251447004 Caller Name: Gold Email: meetings.ophir@gmail.com Account Verified: (Y) (818) 960-6429 This is a call back request. Callback number: 8189606429 Extension: None Authorized Caller - Ophir Administrative Services Admin/User: Admin | User ext 101 Subject: For Gold | change the IVR greeting - Resolved by Cons Description: change the IVR greeting Issue: change the IVR greeting Troubleshooting: > assisted customer to update the IVR greeting - did test - customer confirmed issue resolved > For Case closure Case: 17860922 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461197096307 RC#: 7162571111 User ID: 377231040 Caller Name: Rocky Email: rocky@brogobrokers.com Callback Number: 7162571111 Account Verified: (Y) Admin/User: Admin | User ext 102 Subject: For Rocky | Caller ID - Resolved by Cons Description: Caller ID Issue: ext 102 - 716) 683-4202 - CNAMLANCASTER NY - customer saying that caller ID number show different when they do outbound - it should be BROGO BROKERS for the numbers 7166835490 7166834202 7166834203 Troubleshooting: > check caller ID settings for ext 102 - CNAM LANCASTER NY > request for CNAM push - advised 24 to 48 Hrs TAT For RC Dependency po Case 17863767 CNAM Push Caller ID shows LANCASTER NY it should be BROGO BROKERS 7166835490 7166834202 7166834203 NPAC SPID: 8824 NPAC SPID Name: Level 3/1 Operating Company: (OCN is adjusted for LNP) LEVEL 3 COMMUNICATIONS LLC - NY ( 4006) Rate Center: LANCASTER For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461197115222 RC#: (803) 320-9901 User ID: 63089157008 Caller Name: Jam - Melissa Email: melissa@gotolig.com Callback Number: Account Verified: (Y) Admin/User: Admin | User ext 502 Subject: For Melissa | Call Queue Manager to be removed - Resolved by Cons Description: Call Queue Manager to be removed Issue: ext 407 to be removed in the manager access on call queue ext 1 and 2 - remove the > wanted to update the (229) 255-3929 - should have 704 7042880567 - done (229) 302-4774 - should have 704 (704) 2883423 - done ext 410 (229) 299-9069 - (910) 4933353 should have 910 - done Troubleshooting: 17863877 > recommend updating the role of ext 407 - done - did test - customer confirmed issue resolved For Case closure Case: 17863877 Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461197224583 RC#: 2484554933 User ID: 178509048 Caller Name: Abdy Bermudez - Yuna Nour Email: yuna@raizansolutions.com Callback Number: 2484554933 Account Verified: (Y) Admin/User: Admin | User ext 104 Subject: For Yuna Nour | calls are dropping - assisted by Cons Description: calls are dropping Issue: 17865234 - when call someone the number shows as a scam - calls are dropping as well Troubleshooting: >App issue ext 102 and 106 - they are connected via WIFI > did test call ext 102 (248) 621-3889 461197235323 routed to VM - call again (248) 621-3889 - call is working as of the moment - educate that we need sample from the time it disconnects - customer understanding > did test call (248) 455-7078 461197239510 - Answered by ext 106 -call is working as of the moment - educate that we need sample from the time it disconnects - customer understands > customer will monitor the issue and get more samples once it happens again and will call back to continue TS > ort For ORT Endorsement #ORTPhone Case #: 17865984 Issue: calls are dropping Reason: customer will monitor the issue and get more samples once it happens again and will call back to continue TS For Case closure Case: Any other open case/s: N Test Reso: Y CSAT spiel: Y Need intervention: N Incontact ID: 461197258165 RC#: 2814654401 User ID: 62296294023 Caller Name: Allison Email: allison@tipler.com Callback Number: 2814654401 Account Verified: (Y) Authorized Caller - Tipler Admin/User: Admin | User ext 350 Subject: For Allison | Provision - Resolved by Cons Description: Provision Issue: phone out of order - Polycom VVX410 0004F2D4C886 -2813053345 ext 330 || set up a shared line Troubleshooting: > prov the 0004F2D4C886 to ext 330 - did test - customer confirmed working > set up a shared line sent an email instructions - https://support.ringcentral.com/article-v2/11394-Shared-Lines-Add-Shared-Lines-Group.html?brand=RC_US