Untitled Note

MAX Contact: 9992438212*10318 Agent ID: 19993742 Direct number: (800) 386-4197 (RCX US) (833) 247-7694 for case closure: (EOD; change banner to CNR) for CNR: (send CNR email at EOD) for intervention: case to monitor: https://support.bandwidth.com/hc/en-us UN: lyzer.sandoval@ringcentral.com November@2021 Contact Name: Josh UID: 408514028 Contact Number: 3164445333 / 3166171927 Email Address: josh@creditscoreadvocates.com InContact ID: 193169410937 Issue: * account verified via the main SQ * call routing issue * customer needs assistance setting up call routing * currently has an IVR prompt * want to route call to a mobile number when callers press '1' * assisted customer configuring the IVR menu Day 2 Company Name: OwnBackup Admin Name: Alexander Santiago Callback Number: 6282461513 Email: alexs@ownbackup.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * got no email and SMS response from the customer * sent follow up SMS and will send email at EOD if no response Timezone: US/Eastern UID: 742747020 Day 3 Company Name: Medicus Healthcare Solutions Admin Name: Bridget Linane Callback Number: 6038169039 Email: blinane@medicushcs.com Secondary contact Person: Medicus Healthcare Solutions Callback Number: 6032475019 Action Taken/Troubleshooting: * no email and SMS response from the customer * called customer at 6038169039; InCOntact ID 193169229081 * got no response from the customer * left voicemail * will send email and SMS Timezone: US/Eastern UID: 3575371020 Day 3 Company Name: Syncretic Admin Name: Jeff Forville Callback Number: 3028247253 Email: jforville@syncretic.com Secondary contact Person: Seth Rosenberg Callback Number: 3027622600 Action Taken/Troubleshooting: * no email and SMS response from the customer * called customer at 3028247253; InCOntact ID 193169251449 * got no response from the customer * left voicemail * will send email and SMS Timezone: US/Eastern UID: 1764951020 Day 3 Company Name: OxBlue Admin Name: Kevin Clotfelter Callback Number: 4045541475 Email: kclotfelter@oxblue.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * no email and SMS response from the customer * called customer at 4045541475; InCOntact ID 193169262489 * got no response from the customer * left voicemail * will send email and SMS Timezone: US/Eastern UID: 2349837015 Day 2 Company Name: Chabad of Georgia Admin Name: Sheina Kavka Callback Number: 4044450303 Email: office@chabadga.com Secondary contact Person: Kate Kavka Callback Number: 4048432464 Action Taken/Troubleshooting: * no email and response from the customer * sent another follow up SMS and will send an email at EOD Timezone: US/Eastern UID: 1677961021 Company Name: Thompson Law LLP Admin Name: Steve Callback Number: 2149897977 Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * called customer at 2149897977; InContact ID 193169287331 * informed customer about the update provided by the bandwidth team * customer confirmed that their SMS contained links * customer explained that their clients preferred to receive digitally signed documents via SMS * customer also confirmed that he can now send SMS Timezone: US/Central UID: 1483711020 Day 2 Company Name: Advent Health Group Admin Name: Cheryl Jackson Callback Number: 4104151457 Email: cjackson@carrnise.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * no email and response from the customer * sent another follow up SMS and will send another follow up email at EOD Timezone: US/Eastern UID: 281477020 Day 3 Company Name: NorthRock Partners Admin Name: Steve Greavu Callback Number: 6123678834 Email: steve@northrockpartners.com Secondary contact Person: People Tech Team (PT2) Callback Number: (612) 367-8634 Action Taken/Troubleshooting: * still no email and SMS response from the customer * called customer at 6123678834; InCOntact ID 193169333273 * got no response from the customer * left voicemail * sent SMS and email Timezone: US/Central UID: 3285362020 Day 3 Company Name: GCS Technologies Inc. Admin Name: Jeff Simpler Callback Number: 5126816498 Email: jeff@gcstechnologies.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * no email and SMS response from the customer * called customer at 5126816498; InCOntact ID 193169342551 * got no response from the customer * left voicemail * sent follow up SMS Timezone: US/Central UID: 143457035 Day 1 Company Name: RVA Financial Credit Union Admin Name: Chris Nunnally Callback Number: 8046136097 Email: cnunnally@rvafinancial.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * no email and SMS response from the customer * sent follow up SMS Timezone: US/Eastern UID: 516225040 Day 1 Company Name: The House of Staunton Admin Name: Kevin Lowe Callback Number: 2566965303 Email: purchasing@houseofstaunton.com Secondary contact Person: Chad Bennett Callback Number: 7732451296 Action Taken/Troubleshooting: * no email and SMS response from the customer * sent follow up SMS Timezone: US/Central UID: 63013859028 Day 1 Company Name: ROMTech Admin Name: Estefania Leon Callback Number: 2036586302 Email: estefania.leon@romtech.com Secondary contact Person: na Callback Number: na Action Taken/Troubleshooting: * no email and SMS response from the customer * sent follow up SMS Timezone: US/Eastern UID: 3405221020 Call should be transferred to the Support_RCX US - Thomas Queue during PMT business hours (6AM - 6PM Mondays-Fridays) Day 1 Company Name: Affect Therapeutics Admin Name: Bryan Prout Callback Number: 5717861206 Email: bryan@affecttherapeutics.com Secondary contact Person: Elizabeth Dough Callback Number: 5717861225 Action Taken/Troubleshooting: * no email and SMS response from the customer * sent follow up SMS Timezone: US/Eastern UID: 372626029 Day 1 Company Name: Global Facility Management