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Customer Name: Randall Shulin UID: 1721263020 Company number: 7704580729 InContact ID: 1721263020 Extension #: 107 Best callback number: 404 242 8990 Email address: randall@rentersref.com Customer's preferred callback time (with timezone): As soon as it gets fixed. Admin: Y/N y Account Verified: Y/N y Issue: phone not working, one way audio, yealink t46S, (770) 986-5092. Troubleshooting: (steps taken to address the issue Resynced phone and run test call, not working. Escalated to Tier 2. Customer ran test call ( From:107 Randall Shulin 12/15/2022 10:22 AM - Phone Call Accepted 0:00:24), Still one way audio. Recap: Y/N n Support Site provided: Y/N n Survey Spiel: Y/N n Case: 16978698 -------------------------------------- Customer Name: Brandi Ramirez UID: 1252124021 Company number:3035513643 InContact ID: 1252124021 Extension #: 102 Best callback number: 3039069537 Email address: primarycarenps@gmail.com, admin@stonemountainprimarycare.org Customer's preferred callback time (with timezone): 11 am MST. Admin: Y/N yes Account Verified: Y/N yes Issue: IVR voicemail 101, voicemail going to 102 for no reason for a month, voicemail pin. Checked IVR with customer, all set correctly. Ran test call, went to wrong voicemail. Routed 102 voicemails to 101, ran test calls, issue persisting. Customer authorized to change both pins for me to check what is happening and call her back when issue is fixed. Troubleshooting: (steps taken to address the issue) Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N Case: 16979826 IAN forwarded calls to Susan, but not being able to