Untitled Note

For Kendall | Calls are being routed to VM - Assisted by Jam Case ID: 16576869 Incontact ID: 430741856030 RC#: 8057656482 User ID: 62757273007 Caller Name: Kendall Email: kendall@caltermite.com Callback Number: 8057656482 Account Verified: yes ext 102 Admin/User: admin Issue: - all phone calls are going to VM - phone number being dialed (805) 765-6242 Troubleshooting: - upon checking ext 101 call handling hours is not the same with the company hours - walkthru customer to edit settings - phone system > groups > call queues > call group ext 1 > Call Queue Details > settings > set schedule to 24 hrs > save - perform test call - Kendall was able to receive the call - offer support site - end of call For case closure: Case: 16576869 CX agreed to close case: Y Any other open case/s: n Test Reso: Y CSAT spiel: Y Need intervention: N ******************** For David | Porting - Assisted by Jam Case ID: 16577714 Incontact ID: 430741917193 RC#: 8338521557 User ID: 645804009 Caller Name: David Email: dortega@satorimortgage.com Callback Number: 6124147728 Account Verified: yes Admin/User: admin Issue: - transfer phone system from Verizon to RC - trying to port in number but there's an error the numbers you are transferring is different geographical area Troubleshooting - walkthrough customer how to port in numbers - phone system > transferred in vanity > transfer numbers - David want to keep both RC numbers and the numbers he want to port in - set expectation that if he still wants to keep the RC phone numbers there will be a $4.99 charge for each number - customer is upset with the charge - escalate to AM User ID: 645804009 Account Manager : Nimar Rose Pacheo Reason : - set expectation that if he still wants to keep the RC phone numbers there will be a $4.99 charge for each number - customer is upset with the charge - wants to talk to the Sales rep that assisted him 9525441706 3212096344 3212109263 3212217113 3212217346 3212366022 3212514654 3217042871 3217042873 5128206386 5156085800 6124639753 6124639754 6124686346 6602249001 9523141288 9524914671 9524914674 9524914675 9525298118 9525298290 9525441709 9525446826 ******************** For ?? | ?? - Assisted by Jam Case ID: Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: ******************** Case ID: 16578935 Incontact ID: 430742101037 No account ******************** Case ID: 16579018 Incontact ID: 430742103995 No account ******************** CASE ID create For Vu | SMS issue - Assisted by Jam Incontact ID: 430742131363 RC#: 9727985308 User ID: 259419048 Caller Name: Vu Email: vu.tran@transoceanservice.com Callback Number: 9727985308 Account Verified: yes - ext 101 Admin/User: admin Issue: - SMS issue - unable to send and receive on phone number (972) 798-5308 - set expectation that only on user extension can send and receive SMS - provide instruction how to assign user to operator extension - call got disconnected while on ts - new call comes in was unable to create notes ******************** For Nick| Provisioning - Assisted by Jam Case ID: 16579584 Incontact ID: 430742200491 RC#: 2602405210 User ID: 645998009 Caller Name: Nick Email: johnveseli_3@hotmail.com Callback Number: 2602405210 Account Verified: Yes Admin/User: admin Issue: - provisioning - CB customer 430742199204 - CB customer 430742207786 to transfer to provisioning - no answer Troubleshooting: Account Verified: yes How many phones are affected?: 1 Error on the Display Screen: no error / wants to set up Extension Number in Issue: (Provide all that applies) Serial Number of the phone: CQ17160DAP Make and Model: Cisco STA 504G Digital Line: (260) 240-5210 Other Notes: Is the customer on the same location where the phone is?: Yes Internet connection working?: Yes Additional Question -Phone has user extension and DL assigned: (260) 240-5210 -Customer's internet connection is working: Yes -Customer is in the same location as the phone is: Yes ******************** For Xyn | Porting - Assisted by Jam Case ID: 16582614 Incontact ID: 430742295807 RC#: 3159302774 User ID: 62870896008 Caller Name: Xyn Email: drxinpang@gmail.com Callback Number: 3159302774 Account Verified: yes Admin/User: admin Issue: - issue porting in numbers - mentioned that Verizon is blocking the number transfer - she called Verizon to check - provide case ID : 16580045 - numbers to port in : 7184358181 ; 7184350711 ; 7184385000 Troubleshooting: - checked that there is a pending port in request - there is a pending order on Verizon but customer stated that its already done - call got disconnected - CB customer reached VM ******************** For ?? | ?? - Assisted by Jam Case ID: 16586914 Incontact ID: 430742350455 RC#: 8006460350 User ID: 57273888 Caller Name: Joni Email: rformisano@p2mnet.com Callback Number: 8006460350 Account Verified: yes Admin/User: admin Issue: - porting - mentioned that they called last month to port in number but not resolved until now - Port in number : 9475701100 - provide case ID : 16582719 / 16526620 Troubleshooting: - Port in number : 9475701100 - walkthru customer how to process port in request - confirmation order 222643008 - end of call - ******************** For ?? | ?? - Assisted by Jam Case ID: Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: kung san nanggaling kay comcast ********************