Untitled Note

09/13 CASE #:16265831 Incontact ID:428960094124 User ID: 638166000 RC #: 8662917421 # of DLS: Caller Name: Robert Callback Number: 7608036932/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call log- Call routing -- Call gets disconnected after a couple of seconds --7 Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in in admin portal ---Showed to customer how call is being handled -- Issue is with customer's end -- Customer understood, wants to edit contact phone -- Guided customer in how to set it- --EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16265981 Incontact ID: 428960120219 User ID: 555323028 RC #: 8132734060 # of DLS: Caller Name: Sallie Callback Number:8132734060/ Ext 4060 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ext 1704- (813) 425-1704 -- Assign Phone --MAC: 805E0C8BCBCD -- Provided Estimated Timeframe: Y Troubleshooting: -- MAC: 805E0C8BCBCD- MAC of the phone -- Advised customer to log in to admin portal -- Checked the unassigned phone -- Guided customer in assigning the phone to Ext 1704 -- Rebooted phone- Checked AI- Got registered- -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16266164 Incontact ID: 428960137226 User ID: 194533041 RC #: 8134353393 # of DLS: Caller Name: Nicole Callback Number: 9548126033/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call recording access and download -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer to log into the admin portal - guided how to filter recorded calls according to date -- Customer understood -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16263684/ 16266518 Incontact ID: 428960149466 User ID: 62773457008 RC #: 8004492198 # of DLS: Caller Name: Omar Callback Number: 9512160650/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Service abuse violation- error -- Unable to log in Provided Estimated Timeframe: Y Troubleshooting: -- Account is in disabled status -- Case number provided 16263684- is a fraud case -- Guided customer in filling out and submitting CCAF -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called at 8545009300, Contact ID: 428960188382 -- Left VM- informed customer to do test sms Called at 2488303228, Contact ID: 428960193086 -- VM not set up, unable to leave VM CASE #: 16267003 Incontact ID:428960196582 User ID:267872023 RC #: 3202354313 # of DLS: 22 Caller Name: Renee Callback Number: 3203650045 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Front Desk Phone- Rings First -- Carol- Receptionist -- Provided Estimated Timeframe: Y Troubleshooting: -- Check call handling, goes to Ext 2- call queue -- Ext 142- is the first on the call queue but customer mentioned it instantly gets forwarded to the nex memebr of the queue -- TesT CALL- Goes straight to the next member Ext 145 -- Logged in AI as Ext 142- Accept call queue is enabled-- No custom rule -- Check Call queue status- Busy- Advised customer to verify if Ext 142 is indeed engaged in a call-- Not in a call -- Called Ext 142- Customer was able to receive the call -- Consulted FS, was advised to recreate the Call Queue -- Assigned to Ext 3-- Still call goes to next member -- Recreated Extension-- signed to Call Queue- -- Test Call Successful-- -- Configure Presence-- OB -(320) 365-0045 -Contact ID: 428960281833 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y- Inform Survey: Y CASE #: 16268128 Incontact ID:428960299997 User ID: 988905019 RC #: 8439702888 # of DLS: Caller Name: Melanie Callback Number: 8439702888 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- VM issue- notifications -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --- Checked custom rule, goes to VM only Ext 1 -- Checked email notifications - Customer updated the email - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 428960318351-- GC CASE #: Incontact ID: 428960319854 User ID:62360149004 RC #: 7752297032 # of DLS:380 Caller Name: Craig Callback Number: 7757726134/ Ext Verified Email: Y Account Verified: Y- threeski@gmail.com Admin/User: Y Issue: -- Assigning Phone -- Ext 7026- Password11 Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to in to admin portal -- Unable to log in to admin portal --7752297026 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16267858 Incontact ID: 428960333251 User ID: 861209048 RC #: 3126738447 # of DLS: Caller Name: Nirlambek Callback Number: 3129125667 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Wants to do screen sharing -- Connect phone to RC- -- One way audio- callers is unable to to hear customer Provided Estimated Timeframe: Y Troubleshooting: -- Screen sharing agreed-- -- Customer showed what they are trying to do-- -- Check settings of the app-- configure audio- settings -- Issue is with headset the customer is using --- Guided customer in how to flip the call to desk phone-- Desk phone is offline -- Phone are online- Was able to transfer -- and flip call --- Set up google- --- 3127671257--Contact ID: 42896046145 --- Screen-Sharing Agreed on ext 103 --- Screen sharing agreed on Ext 101-(312) 673-8461- Contact ID: 428960512876 --- Guided customer in how to transfer and flip call --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16272232 Incontact ID:428960620459 User ID:311346029 RC #: 3235181202 # of DLS: 7 Caller Name: Anne Callback Number: (323) 218-0699/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Edit first and last name Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal --- Changed the first and last name on Ext 107 --- Changed email as well Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16272390 Incontact ID: 428960650862 User ID: 62611027007 RC #: 8052783900 # of DLS: Caller Name: Kevin Callback Number: Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Agent from T Mobile-- needs info about port out -- Conferenced Kevin- authorized the caller -- Needs port out info Provided Estimated Timeframe: Y Troubleshooting: --- Logged in to admin portal --- Provided information about port out details to agent- with consent from acct holder-18052783900 -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16272543 Incontact ID:428960684341 User ID: 62784849008 RC #: 9294195696 # of DLS:1 Caller Name: Liam Callback Number:9294195696 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Messaging issue- CNAM -- Number is showing his name instead of company name Provided Estimated Timeframe: Y Troubleshooting: --- Checked CNAM for both numbers-- not updated --- Relayed information that case will be endorsed for CNAM push -- Submitted CNAM request -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16272543 UID: 62784849008 (929) 733-7281 (929) 419-5696 IQNT CNAM: INFINITYFREIGHT CASE #:16272760 Incontact ID: 428960715825 User ID: 62838619031 RC #: 2022208836 # of DLS:2 Caller Name: Takeya Callback Number: 2022208836/ Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Information needed about Toll Free- Minutes -- Provided Estimated Timeframe: Y Troubleshooting: -- Provided information about toll free minutes- available from their MVP premium -- Guided customer in adding a call forwarding e Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Order id:54650512 CASE #: 16272878 Incontact ID: 428960730951 User ID: 62988176028 RC #: 8662250888 # of DLS:1 Caller Name: Marcie Callback Number: 7088431147/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Update password- SQA -- -- Provided Estimated Timeframe: Y Troubleshooting: --- Advised to log into the admin portal --- Guided customer in changing SQA -- EOC/ Close the call Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16272960 Incontact ID: 428960737025 User ID: 319444028 RC #: 6057056288 # of DLS: 948 Caller Name: Daniel Callback Number: 605) 705-6288 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Being tagged as spam -- Ext 5182-- (605) 403-5182 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked extension details --- Sent email link on how to avoid being tagged as spam --- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16273194 Incontact ID: 428960748211 User ID: 3542720020 RC #: 4698097096 # of DLS: 681 Caller Name: Rem Callback Number: (469) 809-7096/ Ext 356 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call forwarding issue-- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --- Check call handling-- 94610 Ext -- Check call logs- Interpret the call logs -- Explained call handling for Ext 94610 -- Changed call forwarding on Ext 361- sent VM to Ext 94610 -- EOC/ No other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 09/14 CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y