Untitled Note

Case 16615825 Incontact ID: 430860896670 RC#: 2126550901 User ID: 1247950008 Caller Name: Andrew Email: andrew.famiano@nbpa.com Callback Number: (516) 672-3973 Account Verified: (Y) Admin/User: Admin DL 121 Subject: For Andrew |Updating user on desk phone - assisted by cons Description: Andrew wanted to change the number of ext 901 and 893. Issue: Updating user on desk phone | number still active | ext 901 and 893 > ext 901 (212) 655-0901 > 6466047668 > will be the number of ext 901 > ext 893 2126550893 > wanted to return this to the number pool same with the number (212) 655-0901 > the ext 893 will have no number Troubleshooting: > check account DL 121 connect the Andrew to Higher DL for further assistance. spoke to Liza 430860947808 warm transfer Andrew call back 9179686879 430860965311 spoke with Suyi, advised that 819036887721 able to make a call yesterday and confirm if they received it > Suyi confirmed that did not received the call and customer said that the line has no sound during the time they called the company number. > asked about the 819091892486 if they are able to make a call to their company > Not yet, advised to ask for one more sample > will check tom. for the call log. Incontact ID: 430861079118 RC#: 4358901080 User ID: 2098548020 Caller Name: Tyler Email: tylerc@hrisupport.com Callback Number: (435) 755-0099 Account Verified: (Y) Admin/User: Admin DL 136 Subject: For Tyler | exchange number and extension - assisted by cons Description: Tyler wanted to exchange number from one ext to another. Issue: call issue > not accepting the key inputs > inbound background noise for the IVR verifications | exchange number and extension from another ext > 8111 is 6158068111 needs to ext 8092 (615) 806-8092 > Troubleshooting: > checked account, DL 136 connect to higher DL for further assistance . Tyler confirmed that he is okay for the long hold and he don't like to be updated every 3 minutes. 430861114978 no audio , dial the number again > 430861116970 still no audio or no one on the line, dial again the number > 430861121871 still no audio or no one on the line, dial again the number > 430861124277 spoke Jam handling same DL, dial again the number 430861128791 spoke with Jam again, dial again the number > 430861131244 spoke with Nick warm transfer the customer. Incontact ID: 430861118100 RC#: 7084974915 User ID: 656712009 Caller Name: Isaac Email: iluevanos@blacklineit.com Callback Number: 3129339736 Account Verified: (Y) Admin/User: Admin Subject: For Isaac | Fax unable to received issue - assisted by cons Description: Issac asking assistance about the fax unable to received Issue: Fax Machine issue > set up the tally unit and able to fax out but unable to receive fax | fax was set up already > received the polycom unit connected everything and test for send out but unable to received, he called another office to send but unable to received it. He was able to login but unable to access it > 7732841266 is the fax number Troubleshooting: > Check account fax number is (708) 575-7236 walkthrough Isaac to update the number > made test > Isaac update the fax to 7084974670 and modify the setting for play announcement to never > made a test > got the fax now but nothing came to the fax machine yet > the machine is a fax printer, polycom box OBI S/N 88e01ztzq6tc connected to the switch internet then fax line connected in line 2 going to the fax port machine > advised to reboot the equipment > made a test > nothing came over. > guide to check the ATA steps > Still not printing out > advised to reach out to the manufacturer. Confirmed to Isaac that we will close the case for RC part since the settings and configurations are all good, customer agreed. eoc Case 16618824 Incontact ID: 430861240225 RC#: 8772118645 User ID: 351416028 Caller Name: Gaye Email: gpaul@carouselindustries.com Callback Number: 2144992996 Account Verified: (Y) Admin/User: Admin | User ext 157 DL 8402 Subject: For Gail | wanted to check the history of the device - assisted by cons Description: Gaye wanted to know the device's history on the account. Issue: Check history for MAC 4825671b6DEF | want to know the history if the device is in the system. Troubleshooting: > Check account DL 8402 > reach out to higher DL for further assistance. 430861267999 no audio on the line, dial the number again > 430861271982 Jenny warm transfer the customer. Incontact ID: 430861256488 RC#: (717) 606-1593 User ID: 62881940008 Caller Name: Donald Graybill Email: donald.graybill@yahoo.com Callback Number: (717) 381-7383 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Donald | Spam for inbound call for the number 7176061593 - assisted by cons Description: Donald wanted to get rid of the spam issues Issue: every time he call it shows spam > 7176061593 belong to Troubleshooting: > Checked account, number is not showing > recommend to whitelist the number confirmed the provider, he said AT