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 | What It Was About |
|---|---|---|
| Arizona Sonora Desert Museum | May 18, 2026 | Calls to a specific employee's extension being misrouted to the wrong line, intermittent over two weeks. Agent confirmed the extensions involved and will call back after checking system logs. |
| Casas Adobes Oral Surgery | Jun 1, 2026 | Followed up on a replacement phone ordered 4/28 that still hadn't arrived. Confirmed shipped; customer also needs help with a separate softphone issue. |
| Desert Rat | Jun 5, 2026 | Requested an additional Yealink phone to supplement an existing hard line (computer code DR60-6). Escalated to account manager for setup and shipment. |
| Emerge Center | Jun 26, 2026 | Slow speeds persisted even testing laptop-direct-to-firewall, tied to earlier router loopback errors. Agent VPN'd in remotely; follow-up traced the loopback to one specific cable, on-site contact tracing where it runs. |
| Jack Furrier | Jun 18, 2026 | Store reported intermittent internet/phone dropouts. Agent confirmed router management and promised a callback; later pulled port/traffic info for the router at 3350 E Fry Blvd. |
| Jewish Community Center | Jul 2, 2026 | Called about a billing balance. Agent confirmed a $1,926.69 payment processed after a card update, remainder follows normal 30-day cycle. Resolved. |
| Metro Water District | May 13, 2026 | Voicemail not routing to the correct extension after a recent call tree update. Agent reconfigured; customer to reboot phone within 5–10 minutes. |
| Park Senior Villas | Jun 23, 2026 | PTP throughput hard down due to third-party tower work (no ETA). Backup link (SM) set up on-site and configured as primary for throughput in the meantime. |
| Pima County | Jul 2, 2026 | 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 | AP contact requested invoices from Oct 20–present plus explanation for a $2,498.65 credit despite no payments since October. Confirmed resolved after direct follow-up. |
| Ronald McDonald House | May 5, 2026 | Caller unable to hear the agent despite multiple attempts. Agent checked settings, then tried a callback to resolve the audio issue. |
| San Xavier Mission | Jun 10, 2026 | Parish number busy from school landlines but fine from cell phones (routing issue); classroom phones couldn't make outgoing calls. Escalated; follow-up confirmed phones working normally, may need an ATA reboot on-site. |
| Schmidt, Sethi & Akmajian | Jun 12, 2026 | Outgoing faxes failing since prior afternoon, incoming unaffected. Escalated to engineer and fixed while customer held; faxes confirmed sending on follow-up. |
| Tubac Fire District | Jun 17, 2026 | Internet outage affecting all stations and phones. Router unresponsive though sector showed no outage. Follow-up confirmed both branches back up, resolved on customer's end. |
| White Stallion Ranch | May 12, 2026 | Called back after a technician's voicemail about 3 switches down. Only the corp office access point was offline as expected; rest online. Resolved. |