Untitled Note

For Joanne | No Phone Display - Assisted by Jam Case ID: 23381956 inContact ID : 507348907332 User ID: 63069382023 RC Phone Number: 1 (914) 5955045 Customer Name: Joanne Costantini Company Name: One Oak Capital Management Call back #: (914) 262-3292 Email Address: jc@oneoakcapitalmgmt.com Number of DLs: 12 Account Verified (Admin): Yes | authorized caller Issue / Customer Request: • no display on phone screen but there is a dial tone on phone of Stephen DiTursi - Ext. 102 TS Performed: Complete step-by-step documentation • gather device details • checked phone status and its currently online • resync phone • proceed with replacement • Urgent Warranty Device Replacement - II New device will be shipped immediately. Customer will be charged for it and refunded after device return confirmation from distributor. Replaced device will be de-provisioned when new device is plugged in. • confirm shipping address • 287 BOWMAN AVENUE, 3rd floor, PURCHASE, NY, 10577, United States • created T1 shipping • case number : 23382403 • call customer back on (914) 262-3292 • incid : 507348973393 • talked to Joanne and connect her over to Customer Success regarding the return of her 2 Polycom devices • agent's name : Jay • end of call Extension: Stephen DiTursi - Ext. 102 Digital Line: (914) 205-5821 Model: Cisco CP8851 Gigabit Color Business Phone Serial Number: FVH27502BUB Instance ID: 801236446022 Is the customer on the same location as the device? Yes Resolution: How the issue was resolved • Case Number: 23381956 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Raul | Call Recording Announcement - Assisted by Jam Case ID: 23383370 inContact ID : 507349017930 User ID: 1226867008 RC Phone Number: 8886698881 Customer Name: Raul Gochez Company Name: Law Offices of Felicia M. Katsarov Call back #: (909) 243-3442 9850 Email Address: raul@thegochez.com Number of DLs: 5 Account Verified (Admin): Yes | Ext. # 2 Issue / Customer Request: • don't want to play call recording announcement for outbound calls prompt that calls are being recorded TS Performed: Complete step-by-step documentation • guided customer how to disable Play Call Recording Announcement for Outbound Calls • Auto-Receptionist >> General Settings >> Automatic Call Recording • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • guided customer how to disable Play Call Recording Announcement for Outbound Calls • Auto-Receptionist >> General Settings >> Automatic Call Recording Case Number: 23383370 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Outstanding SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Tammy | Call Forwarding - Assisted by Jam Case ID: 23384417 inContact ID : 507349059271 User ID: 63144359028 RC Phone Number: 8669812771 Customer Name: Tammy Rush Company Name: Rush Powder Coatings Call back #: (904) 307-1460 Email Address: t@rushpci.com Number of DLs: 2 Account Verified (Admin): Yes | 101 Issue / Customer Request: • when main number is dialed, it should ring on her mobile number (904) 307-1460 TS Performed: Complete step-by-step documentation • deleted and re-add the forwarding number (904) 307-1460 on extension 101 • test call • tested working • leaving the case open for monitoring • will call customer later on to confirm resolution • end of call • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Assisted by Jam Case ID: 23386018 inContact ID : 507349168230 User ID: 413832023 RC Phone Number: 7752894463 Customer Name: Bryan Reed Company Name: Reed INC. Call back #: (775) 296-0155 Email Address: bryan@rplace.net Number of DLs: 14 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • need to move desk phone from one account to another release 7752294806 > 775289c || 805EC0A8E73D || Yealink W60P Cordless Phone with 1 Handset - DONE (775 229-4993 > (775) 289-6141 || 0004F267631E || Polycom IP 335 HD IP phone || unassigned extension (775) 341-0259 > (775) 289-2601 || 001565F67B52 || Yealink W56P Cordless Phone with 1 Handset - DONE (775) 341-0260 > (775) 289-2602 || 0004F2689DDB || Polycom IP 335 HD IP phone || need to convert as DL - delete phone number | delete desk phone as (775) 341-0264 > (775) 289-8229 || 805EC0A8E713 || Yealink W60P Cordless Phone with 1 Handset - DONE (775) 341-0263 > (775) 289-8226 || 00156576CC69 || Yealink W52P Cordless Phone with 1 Handset - DONE 8783 Yes TS Performed: Complete step-by-step documentation • gather device details • receiving account user ID : 63085517012 || Richard L. Miller Enterprises • both accounts are authenticated • unlock phones • deleted devices on the old account • assign devices to users on the new account • no response from the other line • call customer back on (775) 296-0155 • incid : 507349234812 • left voicemail • call his direct line (775) 432-6089 • incid : 507349238219 • talked to Bryan • inform him the reason why we cannot set-up 2 phones on the account • he called Mike the owner of the new account • Mike set up user for phone number (775) 289-6141 • bulk enable user extension on SCP • then for the phone number that needs to be converted to DL - (775) 289-2602, he requested to delete it on the account since he don't need it anymore • customer is also requesting to delete phone numbers (775) 432-6104 || (775) 432-6162 • Bryan needs to get off the phone • call Mike on 4359940661 • incid : 507349270650 • connect customer over to CERT to remove the lines on the account • agent's name : Albert • end of call Phone's Serial Numbers : 805EC0A8E73D 0004F267631E 001565F67B52 0004F2689DDB 805EC0A8E713 00156576CC69 Device : Yealink W60P Cordless Phone with 1 Handset Serial Number : 805EC0A8E73D Phone Number Device : Yealink W60P Cordless Phone with 1 Handset Serial Number : 0004F267631E User : Phone Number : IP Address : Instance ID : Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Assisted by Jam Case ID: 23387797 inContact ID : 507349327812 User ID: 150697031 RC Phone Number: 2149519051 Customer Name: Kristina Morland Company Name: Mecca Design