Untitled Note

12/06 CASE #: 16889910 Incontact ID:456613463679 User ID:1820618027 RC #: (772) 212-1562 # of DLS:5 Caller Name: Lori Callback Number: 7725592903 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Call Forwarding Set-up -- Work Hours- After hours call handling Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- 8632130120 and 3212043747-- numbers involved -- Screen sharing agreed-- -- Assisted customer in creating an IVR- Menu -- Test Call -- Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16890962 Incontact ID: 456613571209 User ID: 62922314008 RC #: 2232182206 # of DLS: Caller Name: John Callback Number:(717) 203-9170/ Ext 199 Verified Email: Y- johnk Account Verified: Y- Admin/User: Y Issue: -- Local numbers ported over- submit -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer needs assistance in submitting a port in request -- Dont have access admin portal -- Sent email- for the porting process -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16891152 Incontact ID: 456613581966 User ID: 3635700020 RC #: 6314942550 # of DLS: 2 Caller Name: Sherwin Callback Number: (631) 464-5706 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calls are tagged- coming from the company -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked on company call handling-- Goes to IVR menu -- Changed incoming call information-- personal and mobile phones only -- Customer took a call and put me on hold and asked me to wait-- -- Test Call Successful- My number is tagged RC support -- Advised to test another number-- worked -_ Wants to deleted Ext 102- Removed Ext 102 form IVR key presses - -Successfully deleted Extension 102 - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 456613617317-- DC call User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Sort the SMS on the RC desktop -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16891975 Incontact ID: 456613655094 User ID: 2972019020 RC #: 6095263860 # of DLS: 3 Caller Name: Christine Callback Number: 6095263860/ Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Wants to send an SMS with the same content- to individual people -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged to admin portal -- Screen sharing agreed -- Guided customer in how to send SMS thru screen sharing- -- Customer Understood-- -- Gave Ext 105- Super admin access-- walk the customer through in interpreting SMS logs -- Contact ID: 456613721315--- CB - -- Explained the PCC charges-- -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16884976 Incontact ID: 456613697419 User ID: 1806371004 RC #: 8452060264 # of DLS: 1 Caller Name: Claudia Callback Number: 8455944047 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Port in- issue -- Unable to place calls-- Provided Estimated Timeframe: Y Troubleshooting: -- Check phone number- 8457564077-- already in inventory -- Assign phone as auto receptionist -- Test Call Successful-- -- Verify Call handling with customer- -- Screen sharing suggested to set up prompt and call handling -- Customer changed the PIN -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16893456 Incontact ID: 456613828724 User ID: 1513012013 RC #: 2076189084 # of DLS: 3 Caller Name: Susan Callback Number: 8016413964 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Trying to log in to account- -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to authenticate- Customer called the Super admin -- Able to authenticate- answered SQA -- Gave Super Admin role to Extension 202-- -- Advised to reset the password for Ext 202 -- Guided customer in checking the billing portion of admin portal -- Checked service billing detail-- being billed for 3 MVP licenses- 3 additonal numbers- 1 TFN -- But there are only 3 numbers on all numbers portion of admin portal -- Consulted FS- was advised to transfer to Billing -- Customer is claiming that they've been charged for 2 years -- Customer wants to receive some adjustment Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Expansion pool-- smbx pool CASE #: 16893839 Incontact ID:456614045654 User ID: 675390040 RC #: (904) 385-4239 # of DLS: Caller Name: Neil Callback Number: 6099801772 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Porting Issue - Out -- Verizon submitted a porting request- Provided Estimated Timeframe: Y Troubleshooting: -- 8507655798- Number that needs to be ported-- -- Submitted port out request twice for the past 8 weeks -- Checked cases 16697450-- Auth name mismatch- Company Name mismatch-- Address mismatch -- Checked case 16728543-- Auth name mismatch-- -- Provided information to customer that latest rejection is just the authorized being Dick Collins -- Customer is requesting to speak with Supervisor as he has dealing with issue for a couple of hours now -- Set expectations that he will get the same info from Supervisor-- -_ Was able to de escalate-- Will re submit request -- Provided case number Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16895216 Incontact ID: 456614081879 User ID: 62767935008 RC #: 9704543602 # of DLS: Caller Name: Carson Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Mario-- -- Phone issue- Intermittent Audio Provided Estimated Timeframe: Y Troubleshooting: -- Experiencing intermittent audio while on the call ( experienced it personnally) -- Speed test Download: 600 mpbs -- Ping: 14ms -- Checked analytics- More than 90% on all extensions-- -- No system update, no changes with ISP, no device added on their network -- Guided customer to support site s--Gave the Network requirements and recommendations article to check with their IT -- Will have to monitor the issue Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y sales smbx coordinator CASE #: 16895813 Incontact ID: 456614115263 User ID: 709092040 RC #: 3013845072 # of DLS: Caller Name: Edith Callback Number: (301) 437-3387 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Had a fax number- Change Fax number to a regular line -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer is expecting her AM for a callback but haven't receive it -- Customer is frustrated on why she is not getting assistance she needs -- Transfer to SMBx Pool-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 456614142634 User ID: 62994910008 RC #: 3479831433 # of DLS: Caller Name: Reha Callback Number: (212) 918-9801 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Trying to Port In - Numbers -- Call Forwarding Issues-- Caller ID -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on admin portal -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16833673 Incontact ID: 456614183758 User ID: 608307009 RC #: 1 (816) 272-4392 # of DLS: Caller Name: Renee Callback Number: 8165602500 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Texting is off again- -- Customer gave case number 16833673 Provided Estimated Timeframe: Y Troubleshooting: -- Checked on case number 16833673- Customer has filled the TCR -- Checked number status- SMS is disabled on the direct number -- 1 (816) 272-4392-- changed number to an SMS enabled number -- Additional Number changed from (816) 919-4051 to 18162724392 -- Unable to send SMS to and from the new number though SMS is enabled -- Advised customer that whenever number will be changed, she has to submit a TCR -- Customer is aware that she has to submit TCR every time -- Have -- - Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16896819 Incontact ID: 456614254543 User ID: 16896819 RC #: 8333146587 # of DLS: Caller Name: Richard Callback Number:4699553570/ Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- TFN- need to forward to 3rd party -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in creating a user -- Guided customer in creating a custom rule -- Routed to 8333146587- Ext 888 -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16896944 Incontact ID: 456614264783 User ID: 1530649008 RC #: 5109003113 # of DLS: Caller Name: Nadav Callback Number: 5109003113/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Trying to change a direct number- -- Ext 101- (510) 314-8401 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on admin portal -- Swap the number in admin interface-- -- (510) 232-8525-- selected number -- Additional Number changed from (510) 314-8401 to 15102328525 -- Test Call-- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16897065 Incontact ID: 456614278526 User ID: 3247467008 RC #: 3034551012 # of DLS: Caller Name: Nick Callback Number: 3039968429 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Wants the RC phones unlocked -- Phones are tagged as rental- as per caller the owner decided to buy them -- Provided Estimated Timeframe: Y Troubleshooting: -- Check on billing there is no rental fee -- Consulted FS, advised to created CIF -- Created CIF escalated to peter.mohr@ringcentral.com Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 456614307931 User ID: RC #: # of DLS: Caller Name: Callback Number: (404) 955-2828 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: 456614318121 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 T CASE #: 16897206 Incontact ID: 456614317890 User ID: 62987526008 RC #: 8885225850 # of DLS: Caller Name: Jack Callback Number: 3238681468 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- TFN issue- newly ported -- Assign as main number Provided Estimated Timeframe: Y Troubleshooting: -- Check phone number- 8885225850 -- Assign as main company number-- Assign as auto receptionist -- Swap the numbers in AI-- (760) 688-4875 -- Main Number changed from (760) 688-4875 to 1 (888) 522-5850 -- (818) 305-5328, (818) 450-5096-- Escalated to Telco for SMS enabling 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