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User ID: 2008242021 Customer Name: David Company#: 14076543787 Best callback number: (407) 654-3787 InContact ID: 460405676209 Issue: Sometimes the caller id says Medical Decision which is wrong. They mentioned that this happens when calling an iPhone. Troubleshooting: Check caller id name for mainline: correct -> KS LAW GROUP Issue happened on the date below: From: (407) 654-3787 To: (813) 638-4855 From ext 110 - David Tonic 02/24/2023 3:38 PM Replicate the issue: When he called it said the correct CNAM-> KS LAW GROUP Other notes: Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N yes ------------------------------------------------------------ OT Cases Fecha: Badge: 62009 Horario: 9am a 6pm Ticket: Hora recibida: Hora finalizada: ------------------------------------------------------------- For cases endorsed to the Outbound Resolutions Team (ORT) Email with the below to: na.nonvoice.escalations@ringcentral.com Case: Name: Callback: Email: Reason: ------------------------------------------------------------------ Inquiries please post in this format: Case#: UID: Issue: Troubleshooting steps so far:   ----------------------------------------------------------- Please help me to add a contact on Sales Force: UID: NAME: PhoneNumber: Email: ----------------------------------------------------------- Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: --------------------------------------------------------- For ORT endorsement to avoid cases from returning Please use this template 1st callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM 2nd callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM ------------------------------------------------------------- Hi , Thank you for contacting Ring Central Technical Support, my name is Victor and I am the specialist who is helping you with the issue "-------." Responding to your query, I hope you find this information useful, please respond to this email and let me know if I have completely answered your question, if not I will be happy to continue working with you. Best regards, Victor Chinchilla | 1-888-898-4591 ext: 2241 | Ring Central Technical Support | victor.chichilla@ringcentral.com | Mon-Fri 10:00am to 7:00pm (GMT-6) CST time zone. ----------------------------------------------------------------------------------- Integration Template Name Callback Number: Integrations App/ CRM Third Party or Supported (Y/N): Issue: Steps to Reproduce / Behavior: Screenshots Attached to Case ------------------------------------------------------------------------------------------ Please post CNAM Update here for faster processing. Template UID: Case #: Phone #: CNAM: Provider: (Provider of the number that shows in SCP not RingCentral) ---------------------------------------------------------------------------------------------------