Untitled Note

01/05 CASE #: 17158558 Incontact ID: 457892118061 User ID: 62720836007 RC #: 9043724070 # of DLS: Caller Name: Katheryn Callback Number:(904) 469-3355/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Information Call Log- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into portal -- Guided customer in how to interpret the call log- Detailed- expand -_ Customer understood -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17158497 Incontact ID: 457892132150 User ID: 58709132 RC #: 7274935607 # of DLS: Caller Name: Vanessa Callback Number: (727) 396-9181/7274935607/ Ext 1003 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- IVR Menu- Key presses change -- 7273969181 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Confirmed that changes will be made on Ext 1003 -- Guided customer in creating a free extension, configure call handling to external number -- Test Call-- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 457892156725 User ID: 463309024 RC #: (403) 800-9289 # of DLS: Caller Name: Daryll Callback Number:(403) 800-9289/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Polycom 310- Unable to register -- App not found- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Verify MAC assigned to Ext 5557- (587) 441-4461-- Correct MAC -- Phone is unlocked but from RC -- Phone is getting an error application not found -- Unable to obtain IP as phone keeps on restarting -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6106781015- Scott 457892191872 CASE #: 17159152 Incontact ID: 457892197908 User ID: 63014019008 RC #: 4132833500 # of DLS: Caller Name: Richard Callback Number: 7819105662 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Configure locations- -- -- 4144345700 -- -- 4132833500-- number to be assigned accordingly Provided Estimated Timeframe: Y Troubleshooting: -- Advised to do screen sharing- agreed -- Created call queue for customer- Customer service, Accounting, Sales -- Created IVR menu for sites-- -- 4144345700 assign to IVR ext 1003-- created a custom rule -- 4132833500 assign to IVR ext 1002 -- Test Call Successful- -- Guided customer in creating a VM only extension-106 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17150140 Incontact ID: 457769440849 User ID: 1042295019 RC #: (424) 371-9946 # of DLS: Caller Name: Candice Callback Number: (424) 371-9924 Called (424) 371-9924, 457892363665 (424) 371-9933--457892364558- -- Customer mentioned that she was unable to factory reset phone manually -- Advised customer that phone is already defective -- Will message AM-- CASE #:17161708 Incontact ID: 457892368306 User ID: 62793059008 RC #: 8886551047 # of DLS: Caller Name: Shawn Callback Number: (786) 706-4909/8886551047/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- RC app; Unable to Send SMS -- Provided Estimated Timeframe: Y Troubleshooting: -- Check SMS status of number (786) 706-4909-- unsupported -- Customer mentioned that he already filled out the TCR-- checked TCR drive-- UID cant be found - Provided information to customer- Customer insisted they filled out some paperworks when the account was created -- Tried to send a sample TCR to customer to verify if its the form he filled out initially --Line went silent-- Called 8886551047-- 457892395719- Customer hung up Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 457892482040-GC CASE #:17162999 Incontact ID: 457892487289 User ID: 732540040 RC #: 7187980583 # of DLS: Caller Name: Mandy Callback Number: 7187980583/ Ext 107 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Calls Going straight to VM Provided Estimated Timeframe: Y Troubleshooting: -- Checked hours of ops- 24/7 -- Checked call handling-- goes to call queue --Call queue hours is good as well -- Test Call for Call routing -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17163165 Incontact ID: 457892495580 User ID: 530963017 RC #: 8777679462 # of DLS: Caller Name: Loren Callback Number:8777679462/ Ext 103 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ordered a Phone to be assigned --Ext 104-- (859) 838-1059 Provided Estimated Timeframe: Y Troubleshooting: -- Check on status- online -MAC: 805E0CE6B483 -- Base is online- Advised to pair the cordless phone -- Went Online-- Test Call Successful - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17163470 Incontact ID: 457892522530 User ID: 63079207008 RC #: 8006807413 # of DLS: Caller Name: Theresa Callback Number: (774) 217-0406/ Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Greeting -- Working Hours VM--After Hours VM not working Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Checked on the customized prompt customer has uploaded -- The prompts are uploaded but when test Call was made, the default IVR greeting is the one being heard -- Recreated Extension- Deleted Custom rule -- Test Call Successful -- Guided customer in changing the PIN --EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17164594 Incontact ID: 457892595204 User ID: 209486048 RC #: (770) 878-2552 # of DLS: Caller Name: Kathlyn Callback Number:6784308619 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Change password for an extension -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in how to change password for an extension -- Answered questions on how forward calls to external number -- Customer will be making the changes as soon as she is ready -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17165090 Incontact ID: 457892646358 User ID: 639374032 RC #: 7867236549 # of DLS: Caller Name: Kim Callback Number:9549612123/ Ext 7777 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Submitted port request -- 2 numbers that got cancelled wants to be added to the pending request -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal-- Customer Changed SQA --AVAYA cloud office--acct -- Transfer to AVAYA Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 8662829245- CASE #: 17165169 Incontact ID: 457892673216 User ID: 63079174008 RC #: 314 665 2415 # of DLS: Caller Name: Anthony Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Francisco from Tier 1-- -- Re-provisioning Yealink Phone -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Ext 101, # (636) 242-5246 -- Screen sharing agreed-- -- Check GUI - BLF settings-- 804010334008 -- IP: 172.16.2.228-- Was able to reset phone -- Configure Presence for 101 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6365341862 6365349002 6367251291 6365341860 6365341472 CASE #:17165994 Incontact ID: 457892725988 User ID: 459532004 RC #: (903) 234-2720 # of DLS: Caller Name: Kelon Callback Number: (903) 238-4379 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Installing app -- Change password -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to change the password on Ext 2 -- Advised to log in to app using the new credentials for Ext 2 -- Disable 2FA permanently -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 457892740953 CASE #: 17166209 Incontact ID: 457892744842 User ID: 164975048 RC #: 3104005897 # of DLS: Caller Name: Hector Callback Number: 5624543645/ Ext Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Sign in to app- issues -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Disable 2FA for 1 hour -- Advised customer to log back in -- Customer was able to log in-- -- Customer is using Zoho CRM- integrated with RC and was working fine -- Intermittent issue with calls not connecting -- Suddenly the integration- worked -- Will monitor issue Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Click to call- hectorcampos.email@gmail.com CASE #: 17166580 Incontact ID: 457892781989 User ID: 356607048 RC #:(805) 819-0911 # of DLS: Caller Name: Jennifer Callback Number: (805) 291-7032/ Ext 5 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Sending message- Ext 19- -- Provided Estimated Timeframe: Y Troubleshooting: --Advised to log in to admin portal --Ext 19- 8053086619 is affected-- Not supported-- added 01/03 -- Ext 18--(805) 738-6965 is working fine-- Enabled SMS-- added 8/26 -- Advised to fill out TCR form and submit -- Customer uploaded the form successfully Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17147721 Incontact ID: User ID: 1541218008 RC #: # of DLS: Caller Name: Erin Callback Number: 303-670-7242 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ruth from Tier 1- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer wants to send the recording as advised by the previous agent -- Case is already endorsed to ORT Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 01/ 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