Untitled Note

Customer Name: Crystal Martinez RC Phone Number: UID: 63508646007 InContact ID: 507070384493 Company Name: Battle Born Injury Lawyers Call back #: 7025626000 Email Address:crystal@battleborn.vegas Number of DLs: Account Verified (Admin): Y Ext. # 108 Issue: Call Queue settings not working. The cx is mad because the changes the previous representative made messed up their phone system. Troubleshooting: Helped the cx to change the call forwarding from the auto-receptionist to the Call Queues Receptionist 1 (Ext. 5001) and after 15 seconds forward the calls to Receptionist 2 (Ext. 5002) and after 15 forward the calls to Receptionist 3 (Ext. 5003) and after 15 seconds forward the calls to the VM. We made some tests and the call flow worked fine but the cx ext.108 states she was not receiving the calls. I educated the cx about how she will not receive call queue calls if she is currently busy on a call. The cx stated I was wrong she would talk to another representative who knows more than me. Case Number: Resolved? Y/N PKI/JIRA: (if any) Link of Feature Request Submitted: Link of Self-help options provided: Customer Sentiment/Verbatim: A statement from the customer SAT Pred: 0-4, 5-8, or 9-10 For intervention - Y/N?: