Friday, January 23
| 3 Inbound Calls ⏱ 5m 58s | 19 Outbound Calls ⏱ 139m 28s | 19 Voicemails Received |
| Agent | Inbound | Outbound | Total Duration |
|---|---|---|---|
| Jeramie | 0 | 8 | 100m 34s |
| Dmitri | 1 | 10 | 42m 5s |
| Brian | 0 | 1 | 2m 36s |
| Time | Agent | Customer | Type | Dur | Summary |
|---|---|---|---|---|---|
| 03:00 PM | Voicemail | (925) 917-2130 | VM | 0m 31s | The call was directed to the technical support department, where the caller was prompted to leave a message with their name, callback number, model, and serial number of the equipment. |
| 02:52 PM | Jeramie Miles | (925) 978-7641 | OUT | 0m 3s | Not enough information to summarize. |
| 02:44 PM | Voicemail | (925) 978-7641 | VM | 1m 0s | The caller inquired about how to operate the equipment in cooling mode and requested a callback for clarification on the force cool option. |
| 02:07 PM | Jeramie Miles | (916) 230-5272 | OUT | 5m 9s | The caller reported a loud wheeling sound from a furnace during ignition, lasting about 10 to 20 seconds. The agent inquired about gas pressure settings and advised adjusting the high fire pressure between 2.6 and 2.8 inches of water column while keeping the low fire at 2.1 inches. The agent recommended obtaining a gas pressure regulator and confirmed that the sound was due to the gas jet entering the heat exchanger. |
| 01:54 PM | Dmitri Duscov | (925) 978-7641 | OUT | 1m 13s | The caller provided instructions regarding the startup of a system, advising to turn on the power and keep the isolation valves closed to warm up the compressor for a start-up the next day. The caller also offered to answer any questions if contacted back. |
| 01:53 PM | Dmitri Duscov | (925) 978-7641 | OUT | 0m 2s | Not enough information to summarize. |
| 01:45 PM | Dmitri Duscov | (925) 978-7641 | INB | 5m 46s | The caller discussed technical details regarding the installation and charging of a vacuum system, including specific measurements and requirements for wiring and communication between units. They confirmed the need for proper wire types to avoid issues with voltage and noise interference. The call concluded with the caller expressing appreciation for the assistance provided. |
| 01:44 PM | Dmitri Duscov | (925) 978-7641 | OUT | 0m 6s | No Summary |
| 01:33 PM | Jeramie Miles | (925) 464-0262 | OUT | 12m 49s | The conversation involved technical discussions about heating and air conditioning systems, including troubleshooting issues with specific equipment and settings. The participants discussed various components, control settings, and potential problems with the systems. They also shared personal anecdotes and experiences related to driving and traffic, but the main focus remained on the technical aspects of HVAC systems. |
| 01:28 PM | Dmitri Duscov | (707) 357-2011 | OUT | 3m 49s | The caller inquired about the compatibility of one outside condenser with two air handlers, specifying a 4-ton and a 2-ton air handler. The agent provided technical details regarding the setup and suggested contacting the CSR department for pricing. The caller requested a screenshot of the equipment needed for further pricing inquiries. |
| 01:27 PM | Dmitri Duscov | (925) 978-7641 | OUT | 0m 48s | The call was not answered due to a technical issue, and the caller was informed to call back for assistance. |
| 01:21 PM | Voicemail | (916) 450-8177 | VM | 0m 49s | The transcript includes a greeting and instructions for leaving a message with details about equipment issues. It also mentions the capability to text and references some email issues. A phone number is provided, but no specific customer interaction occurs. |
| 01:18 PM | Dmitri Duscov | (925) 978-7641 | OUT | 0m 52s | The caller requested the outdoor unit model number to provide an accurate charge, mentioning they could be reached via call or text for the information. |
| 01:18 PM | Dmitri Duscov | (925) 978-7641 | OUT | 0s | No Summary |
| 01:15 PM | Voicemail | (916) 450-8177 | VM | 0m 50s | The transcript includes a greeting and instructions for leaving a message with details about equipment concerns. It also mentions the capability to text and includes a phone number. |
| 01:12 PM | Voicemail | (916) 450-8177 | VM | 0m 49s | The transcript includes a greeting and information about leaving a message for technical support, including the need for a callback number and equipment details. It also mentions the capability to text. |
| 01:02 PM | Voicemail | (707) 357-2011 | VM | 0m 27s | The call was directed to the technical support department, where the caller was prompted to leave a message with their name and callback number. |
| 12:59 PM | Unknown | (707) 357-2011 | INB | 0m 10s | Not enough information to summarize. |
| 12:59 PM | Voicemail | (925) 464-0262 | VM | 1m 27s | The caller inquired about the dip switch settings for a Lawson AERV installed as a standalone ventilation solution, specifically regarding its compatibility with 208 and 230 electricity. They mentioned needing to use scissor lifts for access and requested confirmation on whether a dip switch adjustment is necessary for a 208 single-phase application. |
| 12:23 PM | Voicemail | (925) 978-7641 | VM | 0m 46s | The transcript includes a greeting and instructions for leaving a message with specific details for technical support. It also mentions the capability to text for support. The caller expresses gratitude multiple times. |
| 12:00 PM | Voicemail | (650) 885-6571 | VM | 1m 58s | The caller reported issues with an MHK2 controller that is stuck on an infinite wait message and unable to connect to Kumo Cloud. They experienced problems with Wi-Fi, firmware, and system checks, and mentioned spending significant time trying to resolve the connection issue. The caller requested a callback for further assistance. |
| 11:55 AM | Voicemail | (775) 364-8904 | VM | 1m 26s | The caller reported issues with a Mitsubishi heat pump freezing the indoor coil and provided the model number of the outdoor unit. They requested a callback for further assistance. |
| 11:54 AM | Voicemail | (775) 364-8904 | VM | 0m 37s | The call was directed to the technical support department, where the caller was prompted to leave a message with their name, callback number, model and serial number of the equipment, and any concerns regarding the equipment. The service also mentioned the capability to text. |
| 11:53 AM | Voicemail | (775) 364-8904 | VM | 0m 40s | The call was directed to the technical support department, where the caller was prompted to leave a message with their name, callback number, model and serial number of the equipment, and any concerns. The option to text the support number was also mentioned. |
| 11:33 AM | Jeramie Miles | (775) 686-8620 | OUT | 27m 56s | The call involved a technical discussion about troubleshooting a malfunctioning compressor unit. The agent guided the technician through various checks, including voltage measurements and resistance tests, to diagnose the issue. It was determined that the compressor had a short to ground and was not operational. The agent advised that replacing the compressor would be costly and suggested considering a new system instead. The conversation also included casual exchanges about fishing plans and personal updates. |
| 11:25 AM | Voicemail | (707) 508-6447 | VM | 1m 15s | The caller inquired about the minimum line set length for a one ton mini-split system, mentioning a line set length of approximately nine and a half to ten feet. The caller also provided a cell phone number for further communication and indicated they would send a picture. |
| 11:24 AM | Jeramie Miles | (775) 686-8620 | OUT | 9m 19s | The conversation involved a discussion about fishing plans and a technical issue with a heating and air conditioning unit. The caller described a previous visit where the unit was heating properly but later failed to heat after some maintenance. They discussed the model and serial number of the unit, and the agent noted that the parts warranty had expired in 2021. The caller was in the process of troubleshooting the issue further. |
| 11:22 AM | Brian Groom | (415) 559-0581 | OUT | 2m 36s | The caller reported a high ticking noise from a client's system, which was resolved by adjusting the door hooks. It was determined that the wall may not be flat, causing stress on the chassis. The caller was advised to ensure the back plate is flat to prevent future issues. The client has not reported the noise returning, but further adjustments may be needed if it does. |
| 11:18 AM | Voicemail | (916) 495-3323 | VM | 1m 11s | The caller left a message regarding a Mitsubishi five head support system and requested to set up a site visit to inspect the compressor. |
| 10:59 AM | Unknown | (707) 372-9146 | INB | 0m 2s | |
| 10:49 AM | Voicemail | (415) 559-0581 | VM | 1m 17s | The caller reported an issue with a Mitsubishi unit making a ticking sound on the right side and mentioned that a video recording of the sound would be sent for further analysis. The caller requested a callback for assistance. |
| 10:38 AM | Voicemail | (707) 372-9146 | VM | 0m 40s | The call was directed to the technical support department, where the caller was prompted to leave a message with their name, callback number, model and serial number of the equipment, and any concerns regarding the equipment. The service also mentioned the capability to text. |
| 10:32 AM | Dmitri Duscov | (925) 389-1031 | OUT | 11m 28s | The caller reported an issue with one of the four motors in a newly installed system, which is unresponsive. After troubleshooting, it was suggested that the motor or wiring might be defective. The agent advised that the caller could file a warranty claim for a replacement unit and transfer them to the customer service department to proceed with the order. |
| 10:24 AM | Voicemail | (775) 848-6586 | VM | 0m 53s | The call provided information about the company's services and contact procedures for technical support, including leaving a message with specific details and the option to text for assistance. |
| 09:55 AM | Dmitri Duscov | (925) 978-7641 | OUT | 15m 49s | The caller inquired about the installation of Mitsubishi mini-split units, specifically regarding the need for leak detection sensors and the proper connections for a branch box. They discussed the model numbers of the units and confirmed the requirements for the installation. The conversation included troubleshooting connection sizes and addressing the branch box. The caller was advised on the correct procedure for adding charge and starting the system, including addressing the units before the first cooling cycle. They also discussed the need for specific measurements and calculations for the installation. |
| 09:26 AM | Jeramie Miles | (661) 699-8722 | OUT | 28m 48s | The caller discussed connecting an ERV to a CN24 connector and clarified that the schematic provided was for line voltage wiring, not for the ERV. They addressed a previous miscommunication regarding the power requirements for the equipment. The conversation included details about the specific ERV model, wiring instructions, and the necessary components for installation. The caller was advised on how to connect the CN24 relay kit and the importance of ensuring power is off during installation. They also discussed the need for additional parts and the process for ordering them. |
| 09:06 AM | Jeramie Miles | (908) 266-8422 | OUT | 5m 30s | The caller discussed issues with a Mitsubishi MXZ SM60 system and a Lutron home automation setup. They mentioned difficulties in adjusting settings and the need to contact Mitsubishi tech support and the home automation company for assistance. The conversation highlighted the importance of resolving communication issues between the systems and obtaining the necessary software for adjustments. |
| 09:04 AM | Voicemail | (908) 266-8422 | VM | 1m 10s | The caller left a message requesting a callback regarding missed communication and provided two phone numbers for contact. |
| 08:59 AM | Dmitri Duscov | (661) 699-8722 | OUT | 2m 12s | The caller discussed wiring issues related to a Mitsubishi unit, specifically the absence of a visible wire from the S1 connection to the board. They clarified that the S1, S2, and S3 connections still need to be made, but the 48 requires a separate power source due to high amperage demands. The caller expressed frustration over the installation process and confirmed they would send a picture for further clarification. |
| 08:51 AM | Voicemail | (661) 699-8722 | VM | 2m 7s | The caller inquired about wiring concerns related to a Mitsubishi model SVZ-AP48NL during an installation. They noted that the S1 terminal has no wire on the load side, while S2 and S3 do. The caller also mentioned a separate terminal block with L1, L2, and G, and requested a callback for clarification on the wiring expectations. |
| 08:19 AM | Jeramie Miles | (408) 210-7633 | OUT | 11m 1s | The conversation involved troubleshooting an equipment issue, specifically a unit with a blown fuse and potential problems with the noise filter board and inverter board. The technician provided updates on voltage readings and discussed necessary part replacements, including a noise filter board and choke coil. They confirmed part availability and agreed to communicate further details via text. |