Untitled Note

InContact ID: 456697842905 User ID: 924906048 Case #: Issue: -consultation call from Vine (sales) -the location for the phone number (406) 2206423 shows Livingston, MT Troubleshooting: -updated the location of ph # (406) 2206423 to Kalispell, MY in SCP ************************************************ Caller Name: Christine RC #: Callback Number: 7183165866 Verified Email: clientservices@applebenefits.com # of DLS: 2 InContact ID: 456697847617 User ID: 454398040 Case #: 16900665 Account Verified: Y Issue: -modify IVR Menu Troubleshooting: -assisted cust in modifying the ivr key presses and transferring calls to external numbers -cust has to talk to her co workers before putting the phone numbers -cust will continue to modify ivr on friday Hi you have reached the Apple Benefits Company. If you know you party's extension you may dial it at any time. To reach Christine Mullally, press 1. To reach John Mullally, press 2. ************************************************ Caller Name: ELIZA RC #: 9082742014 Callback Number: (908) 425-8919 Verified Email: SOSPRECERT@GMAIL.COM # of DLS: 1 InContact ID: 456697868600 User ID: 3236739020 Case #: Account Verified: Y Issue: -wants to get a fax number -cust said she received an email for a new order confirmation Troubleshooting: -cust updated the card info on file thru admin portal -the payment was not reprocessed -xferred to AM Peter Hain for the contract acceptance ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: 8 InContact ID: 456697936077 User ID: 356607048 Account Verified: Y Issue: -consultation call from Adrian (sales) -delete deskphone with SN: 805E0C99E5BF Troubleshooting: -deleted deskphone with SN: 805E0C99E5BF ************************************************ Caller Name: Josh RC #: Callback Number: 8109222644 Verified Email: josh@nomadcapital.us # of DLS: InContact ID: 456697998925 User ID: 308973049 Case #: Account Verified: Y Issue: -xferred call from Ana (sales) -setup multi site ivr Troubleshooting: -cust sent me a document with the correct setup of the multi site -did screen s haring with the cust -swapped phone numbers (910) 7284944 and (910) 7073335 for the site phone number in The Beach House, Ext. 11000 -swapped [h #s (910) 2198338 to (910) 4584500 for the The Sand Dunes, Ext. 12000 -published the site number to directory listing -modified the ivr menu for the sites -uploaded new ivr prompt thru text-to-speech -did test call / success -case closed ************************************************ Caller Name: Stephanie RC #: 7085710477 Callback Number: 7085710477 Verified Email: s.sherman@stonybrookaccounting.com # of DLS: 1 InContact ID: 456698114470 User ID: 284635022 Case #: Account Verified: Y Issue: -no audio / reception is bad Troubleshooting: -cust is not able to continue ts due to an upcoming meeting ************************************************ Caller Name: paul RC #: 5185574818 Callback Number: (646) 415-3565 Verified Email: reception@prosuite1600.com # of DLS: 32 InContact ID: 456698124755 User ID: 309738049 Case #: Account Verified: Y Issue: -update pin for ext 3110 Troubleshooting: -the pin for ext 3110 has been updated -rebooted the deskphone -did test for the vm pin / called the direct number of ext 3110 / success 12/07/2022 1:45 PM Reception - Paul Berney, Ext. 3100 Richard Abrams, Ext. 3110 Users > User List > Users with Extensions Changed PIN - ************************************************ Caller Name: Ahmed RC #: 4166997717 Callback Number: 6122221305 Verified Email: info@coreway.ca # of DLS: 1 InContact ID: 456698160103 User ID: 2213262015 Case #: Account Verified: Y Issue: -unable to call Mexico and Columbia Troubleshooting: -enabled international calling in the admin portal -discussed the prices -case closed ************************************************ Caller Name: Elijah RC #: Callback Number: (484) 574-9728 Verified Email: eburno@timoneyknox.com # of DLS: 67 InContact ID: 456698176538 User ID: 811107048 Case #: 16903824 Account Verified: Y Issue: -xferred call from Mil (sales) -unable to call (605) 313-5109 Troubleshooting: -checked call logs: "Country/destination disabled" -sent email to cust with the form to whitelist the South Dakota number -cust filled out the whitelisting form to whitelist south dakota -attched is the form ************************************************ InContact ID: 456698350618 User ID: 1594806010 Case #: Account Verified: Y Issue: -consultation call from Jen (sales) -change phone number Troubleshooting: -the ph # (573) 365-8551 is assigned to an auto receptionist -deleted the ph # (573) 365-8551 to assign to another uid 693445009 ************************************************ # of DLS: 6 InContact ID: 456698362401 User ID: 2215467020 Issue: -consultation call from Rod (sales) -call forwarding to an external number Troubleshooting: -created custom rule to forward calls of call quyeue group ext 5 to (402) 670-4492 ************************************************ Caller Name: Joe RC #: Callback Number: 9045104646 Verified Email: joe@russellpestsolutions.com # of DLS: 5 InContact ID: 456698394282 User ID: 338880023 Case #: Account Verified: Y Issue: -xferred call from Lee (smb expansion) -update user details of ext 101 Troubleshooting: -assisted cust in updating the password, pin and security question of ext 101 -explained that he has to use the direct numbers of the ext that he wants to login with ************************************************ Caller Name: Kim RC #: 8886885325 Callback Number: (702) 992-7967 Verified Email: ian@flyocheap.com # of DLS: 11 InContact ID: 456698435719 User ID: 301859029 Case #: Account Verified: Y Issue: -park location Troubleshooting: -created park location ext 10001 -added members of the park location -did test park / success -case closed ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: 456698457089 User ID: 212726048 Case #: 16895208 Account Verified: Y Issue: -call from Sophie (t1 costa rica) -adv cust to contact the case owner of t2 or escalate the case to her sme Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: Scott RC #: Callback Number: 6363865002 Verified Email: sresourcesllc@gmail.com # of DLS: InContact ID: 456698469463 User ID: 313662040 Case #: Account Verified: Y Issue: -mobile app not ringing when he is inside his house but his laptop does ring Troubleshooting: -cust said he went to apple store and had his phone reset to factory settings -cust tried to use mobile data and wifi -cust's mobile app only rings when he is outside his house -did test call CALL SAMPLES: CALLING #: 18888984591 CALLED #: 13143843308 DATE/TIME:12/7/2022 2:31:13 PM UTC-08:00 LOGS: 723114358040 CALLING #:18888984591 CALLED #: 13143843308 DATE/TIME:12/7/2022 2:26:00 PM UTC-08:00 LOGS: 723105003040 -checked QOS in analytics reports > MOS Performance -issue started 2.5 weeks from since the new iphone he bought (314) 384-3308 ;tag=gK083c26ad ************************************************ Caller Name: Tom RC #: 7757103626 Callback Number: (650) 400-7860 Verified Email: silveradvantageinsurance@gmail.com # of DLS:1 InContact ID: 456698530044 User ID: 62930809008 Case #: Account Verified: Y Issue: -company and voicemail greeting setup Troubleshooting: -changed call recording announcement to as supposed to be the company greeting -turned off the user greeting of ext 101 -recorded a new voicemail greeting for ext 101 -did a test call / success -case closed AGREED CALLBACK: cb #: (636) 386-5002 cb icid: 456698569796 -no answer / left vm ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************