Untitled Note

Sept 21, Wednesday 1.) CASE NUMBER - 16328705 Issue: For Breanna_RC APP Incontact ID: 429293106309 RC#: 8179848718 User ID: 1510242027 Caller Name: Breanna Taylor Email: btaylor@crosstimbersent.com Callback Number: 8179848718 Account Verified: y sq ext 247 Total # of DL's: 115 Company Name: Cross Timbers ENT Sign Up Date: 08/14/2020 Troubleshooting: Breanna called in saying that she has issues downloading rc app -did screen sharing session 809335249 -cust said that she will call her IT and hung up Notes: Active ContactID: 429293106309 - rc dl app (817) 984-8718 ext 247 - https://v.ringcentral.com/join/809335249 **************************************************************************** 2.) 16328816 CASE NUMBER - 16328816 Issue: For Denise_Blind Transfer_Assisted by Mira Incontact ID: 429293128798 RC#: 5855128453 User ID: 313473040 Caller Name: Denise Werner Email: dwerner@thorleywm.com Callback Number: 5855128453 Account Verified: y sq - admin Total # of DL's: 7 Company Name: Thorley Wealth Management Sign Up Date: 01/04/2021 Troubleshooting: Denise called in saying that she has multiple issues -cust said that ext 206 having issues with blind transfer using polycom -walk through cust active call - trans soft key - press blind soft key - enter the ext -cust said that blind transfer is working now - cust said that when ext 206 transfer to her ext she cannot hear anything -call got disconnected - did call cust back at phone number - 5855128453 || Active ContactID: 429293165642 -was able to speak with cust - continue with ts -cust said that ext 204 it is not showing ext 206 name - cust said to remove her ext in presence - reboot phone -presence is working now as per cust -walk through cust with IVR - key presses/prompt -walk through cust with custom rule for ext 204 -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: Active ContactID: 429293128798 - a new ee and i workd polycom desk to her - *0# - to transfer - ext 206 Kathryn Sengupta - 205 (585) 512-8677 - ext 204 - good - (585) 512-8677 go to ext 206 Please enter the extension of the person you are trying to reach. Dial 1 for Liz Marks, 2 for Megan Rinaudo, 3 for Elizabeth Thorley, 4 for Kathy Sengupta, 5 for Denise Werner, 0 to be transferred to the operator. ************************************************************************ 3.) 16323034 CASE NUMBER - 16323034 Issue: For Solbrisa_Phone Set Up_Assisted by Mira Incontact ID: 429293199466 RC#: 7707240550 User ID: 174131040 Caller Name: Solbrisa Robinson Email: solbrisa.robinson@capstonelogistics.com Callback Number: 3056071179 Account Verified: y sq ext 7915 - admin Total # of DL's: 214 Company Name: Capstone Logistics, LLC Sign Up Date: 12/07/2020 SN: 805E0C923ED2 || Yealink T46U DL: (312) 662-4683 ext 4683 || Dustin Waner Troubleshooting: Solbrisa called in saying that she needs assistance with desk phone set up -assign the phone with sn 805E0C923ED2 to ext 4683 || Dustin Waner -did make a test call to phone number - (312) 662-4683 via glip - was able to speak with Dustin -cust said that she would like to have this ext 4683 to have 5-6 concurrent lines whether ib or ob -informed cust that we can guarantee two lines || 5-6 lines is a feature request -cust said that she will work on this issue with her AM and hung up -provide case number and will have the case open for ff up Notes: Active ContactID: 429293199466 - ext 4688 - mac 805E0C923BD2 - receive 6-7 caller concurrence calls - call waiting ********************************************************************** 4.) 16331003 CASE NUMBER - 16331003 Issue: For Debbie_Unable to Send SMS_Assisted by Mira Incontact ID: 429293306245 RC#: 7032974251 User ID: 1757265004 Caller Name: Debbie Reynolds Email: debbie@rtrsells.com Callback Number: 7035078640 Account Verified: y sq admin Total # of DL's: 110 Company Name: Reynolds Team Realty, LLC with KWR, Chantilly Ventures, LLC Sign Up Date: 04/22/2014 Troubleshooting: Debbie called in saying that ext 653 Taylor Johnson cannot send sms -cust said that when sending sms from ext 653 getting an error message - landline cannot send sms -checked AI sms disabled -endorse to telco ops to enable the sms for phone number (757) 664-9483 ext 653 -no other issue raised during the call -ETR 24-48hrs cust understood Notes: Active ContactID: 429293306245 - ext 653 - text saying lasdnline cannot send a tes - (757) 664-9483 - Taylor Johnson ************************************************************************* 5.) 16330719 CASE NUMBER - 16330719 Issue: For William_Port In Status Order Number: 39256040 || 39255040 || 39254040_Assisted by Mira Incontact ID: 429293324247 RC#: 8592381100 User ID: 288501040 Caller Name: William Nichols Email: bill.nichols@boyleky.com Callback Number: 8595832703 Account Verified: y sq admin Total # of DL's: 107 Company Name: Boyle County - Department of Information Technology Sign Up Date: 12/28/2020 Troubleshooting: AJ from 0-19 transferred the call - was able to speak with cust William -check the status of Order Number: 39255040 with NTD -did call NTD was able to speak with Al and said that activation will be on Sept 28 8am Pacific Standard Time -no other issue raised during the call -cust said not to close the case till Sept 28 because he is working on this case since June -provide the case number 16330719 Notes: Active ContactID: 429293324247 - AJ from 0-19 dls Security Question: In what city were you born? Answer:Marion - 3 port in order other number || (859) 332-4918 || (859) 332-7268 || (859) 332-8225 (859) 236-9900 || (859) 238-1106 || (859) 238-1117 (859) 936-9563 - sept 28 8am Pacific - 11pm (888) 898-4591 ******************************************************************* 6.) 16331710 CASE NUMBER - 16331710 Issue: For Danny_RC APP_Assisted by Mira Incontact ID: 429293380511 RC#: 6019335165 User ID: 62409076012 Caller Name: Danny Warren Email: danny.warren@seiets.com Callback Number: 6019335165 Account Verified: y sq ext 5165 -admin Total # of DL's: 540 Company Name: Stribling Equipment, LLC. Sign Up Date: 02/28/2020 Troubleshooting: Danny called in saying that ext 5200 - when someone is calling she can answer the 1st call but the 2nd call as if no one is there -educate cust that if the call is coming from call queue - if another call comes in it will detect that user ext is engaged on a call - no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied || provide case number 16331710 Notes: Active ContactID: 429293380511 ext 5200 - (601) 933-5200 Rachael Herringshaw - calls - 11am 6016314940 two calls she can answer but what not there ************************************************************************ 7.) 16332283 CASE NUMBER - 16332283 Issue: For Alexandra_RC APP Not Receiving Calls_Assisted by Mira Incontact ID: 429293418745 RC#: 9192961212 User ID: 2055636021 Caller Name: Alexandra Email: dukedentist@campus-smiles.com Callback Number: 9192961212 Account Verified: y sq ext 135 Total # of DL's: 41 Company Name: Cornerstone Onsite LLC Sign Up Date: 06/12/2020 Troubleshooting: Alexandra called in saying that she is not receiving calls - going straight to vm -enable desktop and mobile in call handling - in ext 135 -call got disconnected - did call cust back at phone number - 9192961212 || Active ContactID: 429293483037 || Active ContactID: 429293484805 || Active ContactID: 429293487068 - was able to speak with cust Alexandra and said that she is getting calls now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Active ContactID: 429293418745 *************************************************************************** 8.) 16333966 CASE NUMBER - 16333966 Issue: For Stephanie_Call Queue_Assisted by Mira Incontact ID: 429293499648 RC#: 3053912228 User ID: 1790028027 Caller Name: Stephanie Villarreal Email: stephanie@medblue.com Callback Number: 3053912228 Account Verified: y sq ext 102 Total # of DL's: 4 Company Name: medblue, LLC Sign Up Date: 10/17/2020 Troubleshooting: Stephanie called in saying that she needs assistance with ext 104 with call queue -created call queue - medblue - 2 members ext 104 and 102 - simultaneous -did make a test call to phone number - 3058002583 via glip - Genesis answered -cust said that it is correct behavior -created a custom rule for ext 102 because she will be out of the office tomorrow from 8am - 5pm will go to ext 104 -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: Active ContactID: 429293499648 ext 104 med blue line never goes to her (305) 240-6039 main company 3058002583 ****************************************************************** 9.) 16334763 CASE NUMBER - 16334763 Issue: For Tiffany_RC Desktop APP_Assisted by Mira Incontact ID: 429293651734 RC#: 2192487691 User ID: 880072040 Caller Name: Tiffany Redding Email: tredding@gotoworkonenw.com Callback Number: 2196296298 Account Verified: y sq ext 1211 Total # of DL's: 2021 Company Name: Center of Workforce Innovations Sign Up Date: 06/04/2021 Troubleshooting: Tiffany called in saying that she would like to turn off the pop up in rc desktop app -did call cust back at phone number - 2196296298 || Active ContactID: 429293669404 -continue ts -walk through cust on how to turn off the notification in rc desktop app -advised cust to sign out and log back in -did https://v.ringcentral.com/join/675972184 || https://v.ringcentral.com/join/675972184 -cust said that the notification still showing -did turn off - allow incoming calls when in a meeting -when cust is logging off the settings are reversing -cust said that she needs to go within 30mins - cust said that she can handle this -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: Active ContactID: 429293651734 - popping receive notification ******************************************************************* 10.) 16335545 CASE NUMBER - 16335545 Issue: For Tina_Caller ID_Assisted by Mira Incontact ID:429293659364 RC#: 6789040085 User ID: 67525359 Caller Name: Tina Geiger Email: admin@kflawllc.com Callback Number: 6785238158 Account Verified: y sq admin Total # of DL's: 9 Company Name: Mid-Continental Investment Group Sign Up Date: 08/15/2011 Troubleshooting: Tina called in saying his IT is saying that caller id is showing up as something else -educate cust about the cnam update cust declined and said that she will ask her manager about this -cust said that she does not want to change anything for now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Active ContactID: 429293659364 || (404) 407-5965 - KFLAW CASE: UID: CNAM: provider: Numbers: No spaces no parenthesis and dashes ********************************************************************************* 11.) 16335738 CASE NUMBER - 16335738 Issue: For Andy_International Call_Assisted by Mira Incontact ID: 429293735707 RC#: 8457653157 User ID: 757972040 Caller Name: Andy Miller Email: admin@ondeckcg.com Callback Number: 8458421243 Account Verified: y sq admin Total # of DL's: 6 Company Name: Ondeck commerce group corp Sign Up Date: 05/10/2021 Troubleshooting: Andy called in saying that she cannot make international call to British Virgin Islands -sample number is 2843403662 - cust said that she is getting an error saying to contact her admin -sent whitelist agreement form to cust -will endorse to fraud Notes: Active ContactID: 429293735707 - british virgin island - 2843403662 Security Question: In what city were you born? Answer:medellin ******************************************************************************** 12.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: ************************************************************************************ 13.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: ************************************************************************************* 14.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: *********************************************************** 15.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: