Untitled Note

Nov 15 1.) 16740856 CASE NUMBER - 16740856 Issue: For Frankie_VM Pin_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431621631288 Date and Time: 11/15/2022 6:09:52 AM Reason for Call: None Incontact ID:431621631288 RC#: 7272872800 User ID: 831837048 Caller Name: Francine Hart Email: francine.hart@upexi.com Callback Number: 6077789889 Account Verified: y sq ext 109 Company Name: UPEXI Sign Up Date: 08/05/2022 Troubleshooting: Frankie called in saying that she needs assistance with vm pin -PIN changed for extension 109 || PIN changed for extension 102 -did call cust back at phone number - 6077789889 || Active ContactID: 431621658105 -continue with ts -was able to speak with cust -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: 246810 - ext 109 - PIN changed for extension 109 805E0C8BD36B - ext 102 *************************************************************** 2.) Issue: For Beth_Provisioning_Assisted by Mira Campaign Name: LNP Requests Direct Contact ID: 431621670072 Date and Time: 11/15/2022 6:42:21 AM Reason for Call: Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: GHOST Call Campaign Name: LNP Requests Direct Contact ID: 431621670072 Date and Time: 11/15/2022 6:42:21 AM Reason for Call: CASE NUMBER - User ID: Caller Name: Callback Number: Timezone: ************************************************************************ 3.) 16740977 CASE NUMBER - 16740977 Issue: For Darnell_Call Forwarding_Assisted by Mira Campaign Name: Retention Billing Contact ID: 431621674642 Date and Time: 11/15/2022 6:45:46 AM Reason for Call: Incontact ID:431621674642 RC#: 8005776172 User ID: 55698983 Caller Name: Darnell Williams Email: darnell@kw.com Callback Number: 2053564280 Account Verified: y sq as per billing rep Company Name: Professional HomeSavers Sign Up Date: 03/09/2006 Troubleshooting: Precious from billing transferred the call - was able to speak with cust -cust said that he needs assistance with call forwarding -forward calls to his mobile number- 2053564280 -did make a test call phone number - 8005776172 via glip - informed cust that it rang and went to vm -cust said that he needs to go - cust requested for a call back to make a test call -will endorse to ort for call back cust agreed Notes: precious from - billing - 8005776172 - main CASE NUMBER - 16740977 User ID: 55698983 Caller Name: Darnell Williams Callback Number: 2053564280 Timezone: CST || Anytime today -cust requested for call back because he needs to go -needs assistance with call forwarding to his external number 2053564280 **************************************************************** 4.) 16741478 CASE NUMBER - 16741478 Issue: For Joy_Call Forwarding_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431621695031 Date and Time: 11/15/2022 7:08:41 AM Reason for Call: password Incontact ID: 431621695031 RC#: 7733581393 User ID: 1636206020 Caller Name: Joy Ramirez Email: efax@heritagelabexpress.com Callback Number: 2247356279 Account Verified: y sq admin Company Name: Heritage Lab Express Inc Sign Up Date: 12/20/2017 Troubleshooting: Joy called in saying that she needs assistance with call forwarding -call got disconnected -did call cust back at phone number - 2247356279 || ContactID: 431621724512 -cust is not available, reached vm -will endorse case to ort Notes: 7733091986 - main number - 7737702519 (773) 729-2235 || (773) 887-0018 || (773) 257-7541 || (773) 358-1393 || (773) 770-2519 *************************************************************** 5.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431621725774 Date and Time: 11/15/2022 7:33:12 AM Reason for Call: not_ringing Incontact ID: RC#: 773 User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: ***************************************************************************** 6.) 16735169 CASE NUMBER - 16735169 Issue: For Robin_IVR _Assisted by Mira Campaign Name: Canadian Ringcentral Service 1 Contact ID: 431621746297 Date and Time: 11/15/2022 7:48:49 AM Reason for Call: None Incontact ID: 431621746297 RC#: 6045935409 User ID: 156892049 Caller Name: Robin Kailay Email: info@acmetransport.ca Callback Number: 6046161074 Account Verified: y sq admin Company Name: Acme Transport Ltd Sign Up Date: 01/19/2022 Troubleshooting: Robin called in saying that he needs assistance with ivr -cust said that from 5am to 6am pst he would like to forward the calls to ext 102-106 -created a call queue SUB MENU 5AM -asked cust if issue with call queue is fix - cust answered - YES -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: 5am - 445pm PST - till 6am - ext 1 102 103 104 105 106 Mailbox status for mailbox 1016103048 was changed from Not Activated to Enabled. CASE NUMBER - 16741478 **OUTBOUND CALL** did call cust back at phone number - 2247356279 || ContactID: 431621819350 -cust is not available, reached vm, left vm CASE NUMBER - 16741478 User ID: 1636206020 Caller Name: Joy Ramirez Callback Number: 2247356279 Timezone: CST - Anytime today -disconnected call -called cust back twice - reached vm ************************************************************************* 7.) 16742809 CASE NUMBER - 16742809 Issue: For Mark_Provisioning_Assisted by Mira Incontact ID: 431621801592 RC#: 8015669400 User ID: 363976048 Caller Name: Mark Chidester Email: markc@hillsidetire.com Callback Number: 8015669400 Account Verified: Y SQ ADMIN Company Name: Hillside Tire and Service Sign Up Date: 03/10/2022 Make and Model: Yealink W56H Serial Number: 805E0C844A0F || 805E0CE5A4ED DL: (801) 981-9844 ext 136 || (801) 784-6212 ext 137 Troubleshooting: Mark called in saying that yealink phone is not ringing -ip address 192.168.165.148 -provision the phone with sn 805E0C844A0F -include his phone number (801) 981-9844 to the ring group ext 111 -did make test call to phone number (801) 981-9844 via glip - cust answered -cust make a test call - cust confirmed that it is working now -assigned phone with 805E0CE5A4ED to ext 137 -cust said that requested for a call back to provision the phone -Time Zone - Mountain Time Notes: Active ContactID: 431621801592 8019819844 || 8017846212 Provisioning Counter: 3186 - main company number 8019440051 805E0C5E9C64 - Yealink SIP-T57W - Rental - (385) 217-9637 U#5 Desk L 129 - westvalley1@hillsidetire.com Mailbox status for mailbox 1016310048 was changed from Not Activated to Enabled. CASE NUMBER - 16742809 User ID: 363976048 Caller Name: Mark Chidester Callback Number: 8015669400 Timezone: Mountain Time || Anytime today -cust needs assistance provisioning the phone with 805E0CE5A4ED ***************************************************************************** 8.) 16745335 CASE NUMBER - 16745335 Issue: For Patricia_User Extension_Assisted by Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 431622094331 Date and Time: 11/15/2022 11:47:01 AM Reason for Call: None Incontact ID: 431622094331 RC#: 2029214393 User ID: 2811605020 Caller Name: Patricia Hernandez Email: phernandez@jubileejumpstart.org Callback Number: 2029214393 Account Verified: y sq ext 232 - admin Company Name: Jubilee JumpStart Sign Up Date: 11/26/2019 Make and Model: Polycom VVX450 SN: 64167FB58BC9 || 64167FB5749A DL: (202) 871-8280 Ext. 239 Troubleshooting: Patricia called in saying that she needs assistance adding a new user to the account -walk through cust on how to add a user -walk through cust on assigning the phone to ext 239 -reboot the phone - unplug the ethernet cable -counter move to 2536 -phone is online now in the admin portal -can make and receive calls - cust confirmed -forward calls from 2025064607 to Ext. 239 -cust did make a test call - cust dialed 2025064607 - cust confirmed that it is working -walk through with presence -no other issue raised during the call -asked permission to close the case -csat spiel - satisfied Notes: calling to get another phone added to an etension main number 2025064607 SN: 50181927052D || 64167FB58BC9 Provisioning Counter: 2535 (202) 506-4638 ext 222 **OUTBOUND CALL** CASE NUMBER - 16563318 -did call cust back at phone number - 7863851662 || Contact ID: 431622251174 -was able to speak with cust Ulisses - said that they received the email with the tracking number -provide CIF 16563884 -advised cust that will close the T1 case cust agreed. -will endorse for email intervention **************************************************************** 9.) 16746855 CASE NUMBER - 16746855 Issue: For Gary_Admin Portal_Assisted by Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 431622264029 Date and Time: 11/15/2022 1:40:19 PM Reason for Call: change_forwarding_rules Incontact ID: 431622264029 RC#: 2122689900 User ID: 572318048 Caller Name: Gary Zimmerman Email: gary@zimmerman1.com Callback Number: 2122689900 Account Verified: y sq admin Company Name: Gary Zimmerman Sign Up Date: 05/17/2022 Troubleshooting: Gary called in saying that he need to log in to admin portal -provide service.ringcentral.com - promote support website -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: 100480 - (917) 364-5588 external (518) 375-3858 - direct number *************************************************************************** 10.) 16714278 CASE NUMBER - 16714278 Issue: For Cherry_IVR_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431622277120 Date and Time: 11/15/2022 1:54:24 PM Reason for Call: case_16714278 Incontact ID: 431622277120 RC#: 9792212256 User ID: 62468871004 Caller Name: Cherry Fratus Email: cfratus@bigcompany.com Callback Number: 9792212256 Account Verified: y sq admin Company Name: Brannon Industrial Group Sign Up Date: 10/25/2019 Troubleshooting: Cherry called in giving the case number 16714278 -cust said that she needs assistance with ivr -call got disconnected - did call cust back at phone number - 9792212256 || Contact ID: 431622319885 -cust is not available, reached vm, left vm -did call cust back again at phone number 9792212256 || Contact ID: 431622321333 -cust is not available, reached vm, left vm -will endorse case to ORT **CASE NUMBER - 16714278 User ID: 62468871004 Caller Name: Cherry Fratus Callback Number: 9792212256 Timezone: CST - Anytime tomorrow -call got disconnected - did call cust back twice reached vm** Notes: 5pm CST 9798309060 - main number - ivr menu 1002 CASE NUMBER - 16714278 User ID: 62468871004 Caller Name: Cherry Fratus Callback Number: 9792212256 Timezone: CST - Anytime tomorrow -call got disconnected - did call cust back twice reached vm *********************************************************************** 11.) CASE NUMBER - 16747433 Issue: CONSULTATION FROM IMPX Campaign Name: RingCentral Main Customer Service DNIS: 8888984591 Skill: Support Provision Call Came From: Support Express Warranty Calls Account Name: Minnicks Towing Salesforce ID: 0012H00001gwNuoQAE Incontact ID: 431622320125 RC#: 5402174048 User ID: 62797671008 Caller Name: Van Email:danny@minnickstowing.com Account Verified: account is verified as per imp Company Name: Minnicks Towing Sign Up Date: 09/21/2022 Troubleshooting: Van from implementation called in saying that this is consultation call only -Van said that the phone is not ringing for ext 106 -did not speak with cust - informed Van -informed cust to long press the # to turn on all the ring tones Notes: Active ContactID: 431622320125 - evan from imp - not ringing (703) 837-4638 106 Serial Number: 805E0C786AF6 -danny huffmn ********************************************************************** 12.) 16746242 **APPEND** CASE NUMBER - 16746242 Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 431622335481 Date and Time: 11/15/2022 2:43:48 PM Reason for Call: i cannot see Incontact ID: 431622335481 RC#: 8338772433 User ID: 790545048 Caller Name: Albert Davis Email: Callback Number: 3092228258 Account Verified: Company Name: Talk Daily Sign Up Date: 07/25/2022 Troubleshooting: Albert called in saying that he cannot send and receive sms -informed cust about ETR 24-48hrs cust agreed -no ts done Notes: cannot send sms - receive ************************************************************** 13.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ************************************************************** 14.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: *********************************************************************** 15.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: