A consolidated read of contact volume and channel mix across every commercial account tracked this cycle.
| Account | Total | Phone | Channel Mix |
|---|
Phone dominates at 78% of all tracked contact — most accounts default to calling in urgent issues rather than emailing.
R&R Products and Casas Adobes skew heavily to email (90%+ and 58%) — driven by long threads on dashboard access, Cymbus app issues, and billing.
Emerge Center is the highest-volume account at 196 contacts — almost entirely phone-driven, consistent with a crisis-services organization.
| Customer | Last Contact | Reference # | What It Was About | Resolved |
|---|---|---|---|---|
| Arizona Sonora Desert Museum | May 18, 2026 | 01637124 | Calls to a specific employee's extension being misrouted to the wrong line, intermittent over two weeks. Verified the DIDs are correct — no IVR routing or call forwarding configured for either extension. | ✓ |
| Casas Adobes Oral Surgery | Jun 1, 2026 | 15684551 | Followed up on a replacement phone ordered 4/28 that still hadn't arrived. Derek confirmed he'd already responded to the thread and the replacement is on its way. | ✓ |
| Desert Rat | Jun 5, 2026 | 69198837 | Requested an additional Yealink phone for their existing system. Verified and escalated to the account manager for setup and shipment. | ✓ |
| Emerge Center | Jun 26, 2026 | 16425473 | Slow speeds persisted even testing laptop-direct-to-firewall, tied to earlier router loopback errors. Agent and on-site contact Michael traced it to one specific cable; Michael to locate and fix it. | ✓ |
| Jack Furrier | Jun 18, 2026 | 71912073 | Intermittent internet/phone connectivity issues at the Western Tire location. Router and traffic info gathered and sent via email — no further contact received, indicating no additional impact. | ✓ |
| Jacobs Engineering | Jun 12, 2026 | 94850198 | Contacted Ting to make a payment. New default payment method added with AutoPay enabled, payment processed, paid invoice sent to the email on file. | ✓ |
| Jewish Community Center | Mar 17, 2026 | 67655634 | Called about a billing balance. Confirmed a $1,926.69 payment processed after the card update, remainder follows the normal 30-day cycle. | ✓ |
| Metro Water District | May 13, 2026 | 77883354 | Voicemail not routing correctly after a call tree update — wanted receptionist voicemails redirected to an extension under Tony Doll's name. Config changed; customer to reboot phone in 5–10 minutes. | ✓ |
| Mount Lemmon Hotel | Mar 25, 2026 | 44441688 | Updated and standardized account info for Mount Lemmon Hotel/Secure Investments across DOCS, Wavelo, and ISOS. Created new commercial account (12967 N. Tempe, 100x30 service, $179/mo + 1 WiFi AP); updated pricing/bandwidth on remaining cabin accounts to match. | ✓ |
| Park Senior Villas | Jul 6, 2026 | 47194769 | Service outage at 6899 N La Canada Dr. Located the affected equipment and resolved it by replacing the 8010 device at Brake Masters; radios reprogrammed, service restored. | ✓ |
| Pima County | Jul 2, 2026 | 65463788 | NOT A CALL — inbound message Business-info verification request from a third party (aLocal.ai) for an aerospace/defense database — worth a legitimacy check before responding with certifications. | ✕ |
| R&R Products | Jan 30, 2026 | 74956095 | AP contact requested invoices from Oct 20–present plus explanation for a $2,498.65 credit despite no payments since October. Donna confirmed she spoke with Kerrie and it's resolved. | ✓ |
| Rio Rico Fire Department | Mar 10, 2026 | 75308143 | Customer looking to speak with their Account Manager. | ✓ |
| Ronald McDonald House | May 5, 2026 | 02159785 | Caller unable to hear the agent despite multiple attempts. Agent checked their own phone settings, then tried a callback to resolve the audio issue. | ✓ |
| San Xavier Mission | Jun 10, 2026 | 12742602 | Parish number busy from school landlines but fine from cells (routing issue); classroom phones couldn't make outgoing calls (unresolved after tech visit). Escalated; follow-up confirmed phones working normally per logs. | ✓ |
| Schmidt, Sethi & Akmajian | Jun 12, 2026 | 68324658 | Outgoing faxes failing ("send failed") since prior afternoon, incoming unaffected. Escalated to engineer and fixed while customer held. Call disconnected, called back — faxes confirmed sending. | ✓ |
| Tubac Fire District | Jun 17, 2026 | 80245739 | Internet outage affecting all stations, phones also down. Router unresponsive though sector showed no outage. Called back — both branches confirmed up, no drops on either service; resolved on customer's end (personnel working near devices). | ✓ |
| Tucson Rubberized Coatings | Jun 11, 2026 | 74017748 | Wants to upgrade to 100M/30 — requested replacing the Model 450 SM with a 450b Retro for the speed increase. | ✓ |
| Tucson Subaru | Jun 2, 2026 | 95469163 | Updated the Service IVR configuration by removing the call forwarding that was redirecting calls, restoring routing to voicemail box 7090. Confirmed calls are now reaching the correct voicemail box. | ✓ |
| White Stallion Ranch | May 12, 2026 | 00741513 | Followed up on a technician voicemail about 3 switches down. Confirmed only the corp office access point was offline as expected; all other APs operational. | ✓ |