Untitled Note

Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: D1 - Submit to LSP D2 - Reply from LSP if(rejected) = go back to D1 D3 - RC will ask "when can we port the number" to LSP D4 - LSP Transfer date confirmation D5 - Release Porting (Number Transfer) - Transferring a number from one provider to another. Port-in - Transferring a number from one provider to RC Port-in Inquiry -Checking the status Port-out - Transferring a number from RC to another provider Neustar = history of numbers Lergerator = the availability to port the number 1. 197D || Vonage 2. 856G || RCLEC INC. 3. 0121 || Frontier Communications 4. 856G || RCLEC INC 5. 7229 || MCIMETRO ACCESS TRANSMISSION SERVICES LLC 6. 9348 || CBTS TECHNOLOGY SOLUTIONS LLC 7. 856G || RCLEC INC. 8. 8824 || LEVEL 3 COMMUNICATIONS LLC 1. 6960-IQNT>28-Bandwidth>4-Level3 2. 6960-IQNT>4-Level3 3. 67-RCLEC>6960-IQNT>28-Bandwidth>4-Level3 4. 67-RCLEC>6960-IQNT>28-Bandwidth>4-Level3 5. 6960-IQNT>28-Bandwidth>4-Level3 6. 4-Level3 7. 4-Level3 is there any scenario where there are 2 or more owners for account? total number of lines included virtual number? what's the difference between the cases on the top and on the right? if we see new status but its above 20 lines were not going to assist? SCP > Verified > access SF acct > "For CXNAME | ISSUE - Assisted/Resolved by AGENT NAME" find current owner Total accounts DL's total number of lines cases Queue Related Ghost call/chat Glip only customer No issue given Non-client Inquiry (Ring Doorbell company) SPAM(email) Transfer Immediate transfer (Sales,Retention) Number Transfer/Porting Team Partner Internal Workflow • •Transfer •Fraud •Implementations •Consultation -Agent to Agent interaction •Retention/Cancellation -------------------------------- click case > new support - T1 Subject : For cx name | Issue - assisted/resolved by agent name Description : 1 line sentence(Environment, Symptoms, Steps to reproduce, Cause) (ADD) contact name account name Case Severity: "level 4 medium" Case tagging tool "Why did the customer contact support?" "What was the customer primarily using when they reported the problem?" Resolution We can attached, create, edit, update a Knowledge Article Credentials 8882205587 Incontact ID: 1234567890 RC#: User ID: 1626492020 Caller Name: Michael Fox Email: mike.lopez@ringcentral.com Callback Number: 3235229721 Account Verified: Y Admin/User: Michael Fox/ext 109 Issue: add a user ext 109 to an existing call group Troubleshooting: -walkthrough the customer where he can add the user extension -Mfox@truetaxlonggroup.com -customer no other concerns -end of call level 1 security question level 2 mythical 5 - first 6 and last 4, billing level 3 CCAF 3634 - company call forwading KB 3 ways of provisioning *Plug and Play (phones that are bought with RC) *Assisted Provisioning (supported phones) -Manual Provisioning Provisioning 1. Create Case with Template 2. Transfer to "Support Provision" Higher Phone DL 1. Get account, Check DL 2. Create SFDC case 3. Transfer to higher DL Find the current owner create CIF Please assign 14817636 to sam.cardenas@ringcentral.com Feature Request go to ideas.ringcentral.com Sales - Customer Issue Form Downgrade/Cancellation -> CERT Upsell -> Account Manager port-in scenario >phone system >phone number >transfer and vanity >transfer number >select Us or US territory Local Number > >enter account info (from previous provider) >enter the service address >choose transfer date >comments and email address >Checklist -Yes, you can't transfer inactive number -no, the additional order might delay the porting process -no, because RC uses Internet, if we cut off DSL/broadband of cx, Porting process might delay -no, some provider can only have 1 open order at a time -yes, (have you setup your RingCentral account) >upload a copy of latest bill >submit LOAD >order confirmation Creating a case for Port-in Request >T1 Support >the details •Customer support(Number Transfer/Porting Team) Port-In Inquiry Scenario >Its read only case •IWF(Transfer/Number Transfer/Porting Team) Porting Rejections Scenario >customer need to call there LSP >get necessary information >then call us back and provide the correct information >then submit a porting request 1. Port-out scenario •Contact the winning provider, request a port in and provide : >Authorized name - user > super admin >Company Name - Phone system >Address - Phone system >Current Bill - Billing > billing history >the number you want to port out •IWF (consultation/port-out) 2.Customer Verification Team (Fraud Team) •mythical 5 •billing address •if yes (CCAF) •IWF - escalate to Fraud team 3.Ghost Call/Call Disconnected (Call Queue related) •provide 3x opening 4.Retention 1. Cancellation/Downgrade of the account 2. Removing Digital Lines •transfer to CERT -Paraphrase- -Company name- -Tenure- -verification- -call back number- -email- -set time before start ts- -test- -let know the cx that the case will be closed as resolved- -recap- -survey- -promote support site- I know how this affects your business and I'm here to help... spell out the idea to the cx why you are asking the info refrain from jumping conclusion since no email in the account, must verify email address **** IWF 1. Port-out scenario 2. Fraud Scenario / Customer Verification Team (Fraud Team) 3. Ghost Call/Call Disconnected (Call Queue related) 4. Retention 5. General Inquiry Advance Call Handling Sceanario Company Call Queue user extension Phone Registration Scenario Physical checking Power Connection Internet Online checking 1.ext not activated > activate the extension 2.the phone is not assigned to any digital line 3.under user and unassigned extension > 7AMc@Xtj9UfS QoS? For ________ | Issue ________ | Assisted by Noelle Customer Said: ____________________________ Resolution: _______________________________ INCONTACT ID : ____________________ PHONE NUMBER : ___________________ CALLBACK NUMBER : 903156023 CALLERS NAME : Ben and David ISSUE : 110 calls dropping and 145 is not receiving the account COMPANY NAME : ___________________ EMAIL : _________________________ VERIFIED: Y EXT : 101, 147 CASE: 14885626 RC#:7048440200 USER ID:______________ Admin/User: Y/N Support site: Y/N Troubleshooting: Ext 101 call are being drop every time perform a text call to Ext 110 - forward to voicemail found out that Ext 110 status is on do not disturb perform a test call to Ext 110 - web base the test call went through turns out that the phone is connected to the mobile data and not through the WiFi advise cx that use WiFi on the phone customer agrees that the Ext 110 is now fix Ext 145 is not receiving any calls perform a test call to Ext 145 - forward to voicemail reset the password for Ext 145 customer agrees password reset perform a test call call goes Case : 14904481 Approval ID : A-1167156 Change Order Invoice: 4934330001 Device 'Cisco 7841 Gigabit Business Phone (Instance ID=803159919028)' is sent for urgent warranty device replacement - II. Replacement process *still ask for troubleshooting* *advise cx for the restocking fee of $25* *ship after return* *ship immediately | charges | Refunded once return* >Create T1 case >Case tagging(phone registration/ connectivity) >approvals > click new > >Create T1 Shipping >