Untitled Note

Caller Name: Sarah RC #: 18143711052 Callback Number: 8147066835 Verified Email: sroney@swiftkennedy.com # of DLS: 34 InContact ID: 198766080407 User ID:59048660 Case #: 15058937 Account Verified: Y / ext 237 Admin/User: Issue: -deactivate other user extensions Troubleshooting: -removed ext 232, ext 207 and ext 212 from the call queue ext 800 232 207 212 ************************************************ Caller Name: Michael RC #: 16028520555 Callback Number: (602)6197835 Verified Email: mrouen@romulusinc.com # of DLS: 39 InContact ID: 198766104932 User ID: 62930096031 Case #: 15059213 Account Verified: Y / ext 3410 Admin/User: Issue: -forward call of (480) 598-0887 to an IVR Menu 11508 Troubleshooting: -assigned the direct number (480) 598-0887 to an auto-receptionist -created custom rule for the (480) 598-0887 to forward call to IVR Menu 11508 -did test call case closed 41508 (480) 598-0887 ************************************************ Caller Name: Scott RC #: 19192639592 Callback Number: (919) 218-2005 Verified Email: scott@perkinscps.com # of DLS: 34 InContact ID: 198766133271 User ID: 2968219020 Case #: 15059516 Account Verified: Y / ext 144 Admin/User: Issue: -update the user details for ext 101 Troubleshooting: -assisted cust in updating the user details through admin portal > name, email add, contact phone and password -turned off RingCentral apps and Polycom of ext 101 -case closed ************************************************ Caller Name: Tawana Callback Number: (423) 752-4866 Verified Email: thinton@chahousing.org # of DLS: 112 InContact ID: 198766149412 User ID: 371453027 Case #: 15059630 Account Verified: Y / ext 4866 Admin/User: Issue: -create custom rule for tomorrow's holiday Troubleshooting: -explained to cust that we need to verify to create a custom rule for the whole acct -cust tried to reach the super admins > not successful ************************************************ Caller Name: Chris RC #: 13049085131 Callback Number: (304) 269-3095 Verified Email: cmheater@gartoninsurance.com # of DLS: 38 InContact ID: 198766178806 User ID: 1647676027 Case #: 15060022 Account Verified: Y Admin/User: Issue: -wants to make the RC app to be a shared line Troubleshooting: -explained that we cannot use the app for a shared line -unable to attach expansion module for a shared line device -advised Chris that a phone can only support up to 8 shared lines -case closed 64167FC09ADA ************************************************ Caller Name: Romnick RC #: 19082339292 Callback Number: (908) 838-0159 Verified Email: romnickkinilitan@gmail.com # of DLS: 563 InContact ID: 198766203583 User ID: 2332812020 Case #: 14986687 Account Verified: Y Admin/User: Issue: -replace local numbers to vanity numbers -or add a vanity number for 8*** MIDTOWN (8*** 643-8696 ) Troubleshooting: -explained that there was an open ticket for the request of the vanity number but not available -asked for alternate vanity number -cust will callback 6438696 ************************************************ Caller Name: Nancy Callback Number: (630) 886-5983 Verified Email: nnelson@parawolf.com # of DLS: 37 InContact ID: 198766226236 User ID: 144601049 Case #: 15060501 Account Verified: Y Admin/User: Issue: -Voicemail PIN -cust is claiming that the PIN should be the same for everyone and the users must not have the option to change it Troubleshooting: -explained to cust that each user on thge acct has the option to change their own PIn thru web portal or thru the app cb #: (803) 772-6691 cb icid: 198766334669 -spoke with Brandy / Beverly is on lunch -Brandy was able to verify the Acct SQ -assisted cust in logging in to the admin portal -assisted cust in changing the role of ext 102 from standard role to super admin -changed email add of the users cb #: (407) 544-9311 cb icid: 198766366947 -spoke with Bill / done with the 772 area code phones' password -assisted cust in checking the hold music for main company number -sent another list of serial numbers and passwords for phones associated to area code 561 and area code 239 ************************************************ Caller Name: Beverly CB #: (803) 772-6691 Verified Email: bcorley@smpmgt.com User ID: 1595470027 Case #: Account Verified: Y Admin/User: Issue: - Troubleshooting: ************************************************ Caller Name: Joseph Callback Number: (980) 495-0964 ext 904 / 843 251 7688 Verified Email: joseph.myers@Indecomm.net # of DLS: 283 InContact ID: 198766452476 User ID: 178257035 Case #: 15053034 Account Verified: Y Admin/User: Issue: -xferred call from T1 -ext 348 is unable to send sms Troubleshooting: -created telco ops case 15062685 ************************************************ Caller Name: Jason # of DLS: 677 InContact ID: 198766465364 User ID: Case #: 15062653 Account Verified: Y Admin/User: Issue: -xferred call from Sey (t1) -no prompt / no music when the number (833) 200-5303 is dialed Troubleshooting: -Uploaded an audio file from a text - to - speech website https://wideo.co/text-to-speech/ -cust did a test call -case closed Thank you for calling Reservation Department. Press 1 for Reservation. Press 2 if you have any queries regarding your reservation. 15048937 ************************************************ Caller Name: Blake RC #: 18006946697 Callback Number: (225) 304-6556 Verified Email: bbenoit@plantationmgt.com # of DLS: 676 InContact ID: 198766498831 User ID: 1420984014 Case #: 15063829 Account Verified: Y Admin/User: Issue: -unable to call Bahamas -please whitelist Bahamas Troubleshooting: -created fraud case to whitelist Bahamas -cust signed the whitelist agreement -whitelist Bahamas 2423632000 ************************************************ Caller Name: Daniel RC #: 12164876139 Callback Number: (440) 497-6171 Verified Email: dan.barth@nationslending.com # of DLS: 1,255 InContact ID: 198766534209 User ID: Case #: Account Verified: Y / ext 6171 Admin/User: Issue: -outbound calls are tagged as spam -assign a phone number to another ext Troubleshooting: -explained that we can assign multiple phone numbers to an extension but we cannot assign a phone number to multiple extension to use as a caller id -Assisted Dan in assigning a Virtual number to another ext ************************************************ Caller Name: Robert # of DLS: InContact ID: 198766543928 User ID: 158960048 Case #: 15064030 Account Verified: Y Admin/User: Issue: -xferred call from Sette (t1) -block robocalls Troubleshooting: -cust said that they are receiving calls for car insurance -assisted cust in blocking Robocalls through admin portal - (408) 883-2226 to (408) 883-2235 (720) 548-6878 to (408) 883-1465 ************************************************ Caller Name: Jamey Callback Number: (347) 308-5866 Verified Email: jamey.rimshnick@t2t.org # of DLS: 124 InContact ID: 198766567235 User ID: 580084040 Case #: Account Verified: Y / ext 251 Admin/User: Issue: -phone provisioning Troubleshooting: -updated the SN from 814962111E601748 to 805E0C5DF6C6 LINE: (347) 242-5574 ext 751 MAC: 805E0C5DF6C6 MODEL: Yealink T48U Ultra-elegant Gigabit IP Phone -rebooted the phone -updated the following SN as well: 814962111E602738 > 805E0C5DED15 814962111E603389 > 805E0C5DF582 814962111E602324 > 8050E0C5DF3CC 814962111E602911 > 805E0C5DF251 814962111E601675 > 805E0C5DF3C8 814962111E600514 > 805E0C5DF6BF 814962111E600001 > 805E0C5DECD8 814962111E600761 > 805E0C5DEDDD -case closed ************************************************ Caller Name: Mike RC #: 18052735217 Callback Number: (805) 892-7113 Verified Email: mike.saylor@alsana.com # of DLS: 250 InContact ID: 198766613024 User ID: 563208040 Case #: 15064789 Account Verified: Y/ ext 11 Admin/User: Issue: -activate limited extensions Troubleshooting: -activated limited ext 1903, ext 1905 and ext 1908 thru SCP ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue: Troubleshooting: ************************************************