Subject: Fwd: Twilio Issue (Jacques Lundja)
From: Parvez Alam <[email-masked]>
To: Team Lead <[email-masked]>
Date: Thu, 19 Dec 2019 06:04:01 -0700 (MST)

Hi Team, 

Please use this template to flag twilio issue. 

Kind Regards 
Parvez Khan 

From: "V Watch" <[email-masked]> 
To: "Customer Service Tech Team" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]>, "Parvez Alam" <[email-masked]>, "V Watch" <[email-masked]>, "Kritika Mirchandani" <[email-masked]> 
Sent: Thursday, 19 December, 2019 18:28:57 
Subject: RE: Twilio Issue (Jacques Lundja) 

+ [ mailto:[email-masked] | @Customer Service Tech Team ] 

Agent Jacques Lundja is experiencing issues with his Twilio. He says that the status changes automatically. 

    * When this happened? : This is happening since 2 weeks 
    * What was the status originally?: The status goes blank 
    * To what status was it changed?: No specific status as such 
    * How many times this happened?: 4-5 times in a day 
    * What was agent doing at the time or right before this happened?: Agent is refreshing CSL/ doing cases 

Bob 

From: Kritika Mirchandani <[email-masked]> 
Sent: 19 December 2019 12:56 
To: [email-masked] 
Cc: Brian Sexton <[email-masked]>; Parvez Alam <[email-masked]> 
Subject: Re: Twilio Issue (Jacques Lundja) 

Hi all, 

Please find the information below: 

When this happened? : This is happening since 2 weeks 

What was the status originally?: The status goes blank 

To what status was it changed?: No specific status as such 

How many times this happened?: 4-5 times in a day 

What was agent doing at the time or right before this happened?: Agent is refreshing CSL/ doing cases 

If you have any other questions or concerns, do let me know. 

Kind Regards 
Kritika Mirchandani 

From: "V Watch" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Brian Sexton" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Kritika Mirchandani" < [ mailto:[email-masked] | [email-masked] ] >, "Parvez Alam" < [ mailto:[email-masked] | [email-masked] ] >, "V Watch" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, 19 December, 2019 18:17:00 
Subject: RE: Twilio Issue (Jacques Lundja) 

Can we have little more info, like: 

    * when this happened? 
    * what was the status originally ? 
    * to what status was it changed ? 
    * how many times this happened? 
    * what was agent doing at the time or right before this happened ? 

Bob 

From: Brian Sexton 
Sent: 19 December 2019 12:31 
To: [ mailto:[email-masked] | [email-masked] ] 
Cc: Kritika Mirchandani < [ mailto:[email-masked] | [email-masked] ] >; Parvez Alam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Twilio Issue (Jacques Lundja) 

Hi [ mailto:[email-masked] | 
@[email-masked] ] , 

Could this please be checked? 

Kind regards, 

Brian 

From: Kritika Mirchandani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday 19 December 2019 12:23 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Parvez Alam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Twilio Issue (Jacques Lundja) 

Mimecast Attachment Protection has deemed this file to be safe, but always exercise caution when opening files. 

Hi Brian, 

Agent Jacques Lundja is experiencing issues with his Twilio. He says that the status changes automatically. 

Please find the debug report for his softphone attached. 

Can you please check this issue with the Tech team? 

Thank you. 

Kind Regards 
Kritika Mirchandani 

Subject: We sent you safe versions of your files
From: [email-masked]
To: Brian Sexton<[email-masked]>
Date: Thu, 19 Dec 2019 12:23:42 +0000

====================================================

We sent you safe copies of the attached files

====================================================

If you want the originals, you can request them.

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Message Details

From:  "Kritika Mirchandani" <[email-masked]>
Subject:  Twilio Issue (Jacques Lundja)
Sent: 19 Dec 2019 12:23

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Files

FILE: Jacques Twilio Debug.docx
SIZE: 85.9 KB

Click the link to request files: https://protect-eu.mimecast.com/s/tcw-CROrpCr9oNnCNH3rY

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