Untitled Note

October 26, Wednesday 1.) 16603429 CASE NUMBER - 16603429 Campaign Name: RingCentral Main Customer Service 3 Contact ID: 430859613135 Date and Time: 10/26/2022 6:10:29 AM Reason for Call: None Issue: For Georgia_Direct Number_Assisted by Mira Incontact ID: 430859613135 RC#: 8886584857 User ID: 193945020 Caller Name: Georgia Email: contact@one80health.com Callback Number: 6475604495 Account Verified: y sq admin Total # of DL's: 3 Company Name: ONE80 Health Sign Up Date: 11/14/2013 Troubleshooting: Georgia called in asking the difference between the main company number and direct number -educate cust about direct number -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: ********************************************************************************* 2.) 16603546 CASE NUMBER - 16603546 Issue: For Heydar_Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 430859624533 Date and Time: 10/26/2022 6:23:24 AM Reason for Call: None Incontact ID: 430859624533 RC#: 5132730206 User ID: 410705027 Caller Name: Heydar Email: Admiral.logisticsllc@yahoo.com Callback Number: 4437138810 Account Verified: y sq ext 102 Total # of DL's: 2 Company Name: Admiral Logistics Sign Up Date: 01/05/2017 Make and Model: Cisco SPA 303 SN: CCQ173305AE DL: (513) 273-0206 ext 102 Troubleshooting: Heydar called in saying that he needs assistance with his desk phone -add the phone to ext 102 in replacement of Serial Number: CCQ201409CW -phone is online in admin portal -cust confirmed that he can make and receive calls -did make a test call to phone number - (513) 273-0206 - via glip -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: ext 102 Serial Number: CCQ201409CW || Zack Muradov - 48821 ******************************************************************** 3.) 16596881 CASE NUMBER - 16596881 Issue: For Amanda_Unable to Send Fax_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 430859644607 Date and Time: 10/26/2022 6:45:16 AM Reason for Call: None Incontact ID: 430859644607 RC#: 8885604390 User ID: 1319745021 Caller Name: Amanda Glaus Email: amandaglaus@gmail.com Callback Number: 4802002983 Account Verified: y sq ext 103 Total # of DL's: 0 Company Name: Brian Glaus Sign Up Date: 09/08/2016 Troubleshooting: Amanda called in saying that she is calling back regarding her fax -cust said that she has this issue for several days now -cust said that she cannot send fax via email after changing the email to qcwellnessgroup1@gmail.com -cust sent test fax to (980) 880-5736 -call got disconnected - did call cust back at phone number - 4802002983 || Active ContactID: 430859720868 -was able to speak with cust - continue with ts -informed cust that I received all her test fax messages -cust confirmed that she can send fax via email and app -no other issue raised during the call cust agreed -csat spiel satisfied Notes: calling back regards with my account faxes going out - cannot send out bglaus1@gmail.com - qcwellnessgroup1@gmail.com -(980) 880-5736 ********************************************************************************** 4.) 16578451 CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 430859755932 Date and Time: 10/26/2022 8:10:19 AM Reason for Call: Incontact ID: 430859755932 RC#: 6789024421 User ID: 62968484028 Caller Name: Mike Dean Email: mike@a1valettrash.com Callback Number: 6789024421 Account Verified: y sq admin Total # of DL's: 5 Company Name: A1 Valet Trash Sign Up Date: 08/04/2021 Troubleshooting: Mike called in giving the case number - 16578451 -cust said that ext 102 is getting missed calls - no notifications -call got disconnected - was not able to call cust back another call came in Notes: (661) 899-5439 102 - 6789024421 - main numnber *********************************************************************** 5.) 16603233 CASE NUMBER - 16603233 Issue: For Beth_Provisioning_Assisted by Mira CASE NUMBER - 16603233 Incontact ID: 430859771285 RC#: 8668661855 User ID: 315848018 Caller Name: Kimberly Email: kkamps1@floorplan-visuals.com Callback Number: 8437512339 Account Verified: y sq admin Total # of DL's: 5 Company Name: East Coast Receptionist Sign Up Date: 04/10/2013 Troubleshooting: Kimberly called in saying that she would like to speak with Gerald -caller said she made a mistake because she is just following the chat last night -when the below numbers are dialed - it needs to skip our auto-receptionist and just ring us directly -cust said that she still having issue with the other numbers that on the list because she said those numbers on the list are not in use and nobody dial those number -cust is crying on the phone saying that she is with the rep for more than two hours and needs to speak with the rep immediately -offered ts cust declined ts with me and insisted to speak with previous rep -offered assistance again cust accepted -removed ext 103 and 102 in the call queue ECR as per cust request -did make a test call to phone number - (843) 972-3617 ext 15 West Coast - spoke with Ashley - desk phones are both online -educate cust that -call got dc - cb not available Notes: Active ContactID: 430859771285 || RC#: 8668661855 - 2022208087 - West Coast Receptionist - desk phone ringing -East Coast Receptionist - not ringing Jenna - 100 - 1 3 (213) 438-9640 || (917) 477-7378 || (786) 800-2630 || (503) 822-6882 || (202) 220-8087 || (713) 257-8171 (214) 865-7189 || (843) 371-1403 || (512) 942-2979 || (617) 729-2909 || (404) 301-4047 || Marketing Department || East Coast Receptionist || Main Number || West Coast Receptionist || Human Resources || East Coast Services ***************************************************************************** 6.) 16608378 CASE NUMBER - 16608378 Issue: For Jon_Port Out_Assisted by Mira Campaign Name: Unknown Contact ID: 430860109692 Date and Time: 10/26/2022 12:23:05 PM Reason for Call: Incontact ID: 430860109692 RC#: 7635208605 User ID: 62319914004 Caller Name: Jon Lundquist Email: jlundquist@winmarkcorporation.com Callback Number: 7635208605 Account Verified: y sq admin Total # of DL's: 114 Company Name: Winmark Corporation Sign Up Date: 09/13/2019 Troubleshooting: Jon called in saying that he needs assistance with porting out 141 numbers -educate cust about porting out numbers - no other issue raised during the call -EOC Notes: leaving rc port out - *************************************************************************** 7.) CASE NUMBER - 16607433 Issue: For Kevin_Unable To Log In _Assisted by Mira Contact ID: 430860145894 Campaign Name: Unknown RCUSerID: Incontact ID: 430860145894 RC#: 2034377229 User ID: 62885234008 Caller Name: Kevin Sadowski Email: kevin.sadowski@ctphysmed.com Callback Number: 4132142129 Account Verified: y sq admin Total # of DL's: 4 Company Name: Connecticut Physical Medicine LLC Sign Up Date: 10/24/2022 Troubleshooting: Manuel from Sales transferred the call - giving the case number 16607433 -was able to speak with cust Kevin -cust said that he cannot log in to rc app or admin portal -getting an error account - We didn't find any matched account. Try another account to log in again. -did use phone number instead - cust is able to log in now -did check - use email to log in -asked cust to log out and log back in using his email -cust confirmed that it is working now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Manuel sales 16607433 2034377229 - 2039302150 UserID: 62884768008 || 2039302150 - 1111kevin.sadowski@ctphysmed.com UID: 62885234008 Subject: Unable to Login to the app Customer Name: Kevin Sadowski Best callback number: 413-214-2129 Customer's preferred callback time (with timezone): 3PM EST onwards Email address: kevin.sadowski@ctphysmed.com Phone numbers, Extensions and/or Serial numbers affected: 101-104 Issue Description: Unable to Login to the app ********************************************************************************* 8.) 16504885 CASE NUMBER - 16504885 Issue: For Cynthia _Call Recording_Assisted by Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 430860186669 Date and Time: 10/26/2022 1:09:28 PM Reason for Call: None Incontact ID: 430860186669 RC#: 5122981645 User ID: 318581023 Caller Name: Cynthia Email: asilberberg@greateraustinpain.com Callback Number: 5127918456 Account Verified: y sq admin Total # of DL's: 34 Company Name: Greater Austin Pain Center Sign Up Date: 10/21/2014 Troubleshooting: Cynthia called in giving the case number - 16504885 -educate cust that once recordings has exceeded 100, 00 it will automatically deleted -once deleted - will not able to retrieve the recording -cust said that the issue she has is calls are not recorded when transfer to a different extension -educate cust that all extensions are being recorded - HIPAA is enabled -will leave the open case for ff up Notes: calsl are not recorded when transfer to a different extension 9565584337 - oct 25 12:21PM **OUTBOUND CALL** CASE NUMBER - 16290817 RC#: 4109754920 User ID: 1331523011 Caller Name: Nicol Hugger Email: nhugger@dynasplint.com Callback Number: 4109754357 Account Verified: y sq ext 4920 - admin Total # of DL's: 189 Company Name: Dynasplint Systems Sign Up Date: 12/30/2013 -did call cust back at phone number - 4109754357 || Active ContactID: 430860281207 -cust is not available, reached vm, left vm ************************************************************************** 9.) 16586727 CASE NUMBER - 16586727 CASE NUMBER - 16586727 Campaign Name: RingCentral Main Customer Service Contact ID: 430860293795 Date and Time: 10/26/2022 2:33:47 PM Reason for Call: not_ringing Incontact ID: 430860293795 RC#: 6264038999 User ID: 62486280004 Caller Name: Oscar Callback Number: 6264038999 Account Verified: ext 8965 - NO Total # of DL's: 19 Company Name: San Marino Psychiatric Associates Sign Up Date: 10/30/2019 Troubleshooting: Oscar called in giving the case number 16586727 -informed cust that still waiting for the response from t3 -no other issue raised during the call -no ts done Notes: ************************************************************************** 10.) 16610165 CASE NUMBER - 16610165 Issue: For Georgeanna_Unable to Log In _Assisted by Mira Incontact ID: 430860262098 RC#: 6097105550 User ID: 62981093028 Caller Name: Georgeanna Newmones Email: tracey@executiverealtorshomes.com Callback Number: 6094429885 Account Verified: y sq admin Total # of DL's: 3 Company Name: Executive Realtors (Egg Hbr Twp, US) Sign Up Date: 08/10/2021 Troubleshooting: Georgeanna called in saying that ext 102 cannot log in to rc app - walk through cust on how to change the password -ext 102 is now able to log in after resetting the password -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: Active ContactID: 430860262098 (609) 710-5427 ext 102 Chris Sonza traceynewmones@gmail.com processing@acrealtors.com - info@traceynewmones.com ************************************************************* 11.) 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: