Untitled Note

03/15 CASE #: Incontact ID: 461196200674 User ID: 529057040 RC #: 2512571484 # of DLS: Caller Name: Taylor Callback Number: 2512571484- Ext 116 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Connecting a number Provided Estimated Timeframe: Y Troubleshooting: -- Ext 181- 186- 187 -- MAC: 48256720951E-Wants to manually configure phone -- Caller is not in location -- 03/16 8-4pm EST- Callback request -- CBR: 9413874757- Dorothy is the contact person Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 461196215297 User ID: RC #: 5312332373 # of DLS: Caller Name: Daniel Callback Number: 9152044322- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Porting In some numbers- -- Received email- that an open order has to be cancelled Provided Estimated Timeframe: Y Troubleshooting: -- Customer called losing carrier -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17853523 Incontact ID: 461196219080 User ID: 2734359020 RC #: (850) 270-0047 # of DLS: 214 Caller Name: Donna Callback Number: 8502705110 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- VM message- not updated -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Check VM prompt- -- Message only extension0 -_ Guided customer in uploading the prompt to call queue -- Change after hours VM to go to Ext 3 --Test Call- successful -- Deleted Ext 4 VM only extension -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17854174 Incontact ID: 461196277318 User ID: 589357048 RC #: 9285152485 # of DLS: Caller Name: Anthony Callback Number: 9285152485- ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Swap Number- Porting In -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to replace number intended during port in -- Customer successfully submitted the order-- Order Number: 41077048 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17854486 Incontact ID: 461196304111 User ID: 62166165016 RC #: (817) 484-0187 # of DLS: Caller Name: Julianne Callback Number: 8179283105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- SMS Issue- -- Provided Estimated Timeframe: Y Troubleshooting: -- Some SMS pushing through -- Account is part of an outage -- Customer is asking for credit, advised to callback as soon as issue is resolved -- Escalated Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 178543 Incontact ID: 461196326188 User ID: 63290852004 RC #: (312) 584-0011- 312584011 # of DLS: Caller Name: Borko Callback Number: 6304428207 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Transferred Call -- Phone Provisioning -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 105- -- Yealink W56H | SN: 805e0c16fda4 for ext. 105 DL: (312) 896-4450 and company main number -- ICustomer just wants to create a call queue -_ Test Call successful -_ Created a call queue- -- Advised to do screen sharing-- agreed -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y prettyperfectyou@gmail.com CASE #: 17855237 Incontact ID: 461196392624 User ID:62939694008 RC #: 7867412814 # of DLS: Caller Name: Venessia Callback Number: 786) 870-9293 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Issues with Port In- -_ Case of unauthorized port out Provided Estimated Timeframe: Y Troubleshooting: -- 7868621329 number that needs to be ported back to RC -- Consulted NTD, advised that RC is already reaching out to the current owner of the number - -NO action is required from the customer -- Provided information to customer -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 461196413360 User ID: 777172040 RC #: 4045952101 # of DLS: Caller Name: Cristina Callback Number: 4706181797- Ext 9 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Had a missed call- -- Porting IN- -- Phone provisioning Provided Estimated Timeframe: Y Troubleshooting: -- Ext 9-(478) 845-1392 -- Issue was phone provisioning -- handset has problems, Phone is out of warranty -- Advised to purchase a stand alone handset, Customer understood -- Agree to closed the case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Ext 411- 362 8003005616 CASE #: 17856853 Incontact ID: 461196424534 User ID: 680229040 RC #: 6197043438 # of DLS: Caller Name: Orlando Callback Number: 6197043438- 130 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Setting up speed dial -- Polycom VVX 311 Provided Estimated Timeframe: Y Troubleshooting: -- Ext 308--(619) 642-2473 -- 64167F47E91F- 10.30.30.182- -- Screen sharing - agreed -- Guided customer in setting speed dial -- Test Set up-- Does not work -_ Advised customer that this is a phone feature and support is limited -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 202 CASE #: 17857712 Incontact ID: 461196489031 User ID: 3523582020 RC #: 4162412800 # of DLS: 14 Caller Name: Izzy Callback Number: 416) 857-5011- Ext 216 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call routing-- IVR- Provided Estimated Timeframe: Y Troubleshooting: --Advised to log in to admin portal -- Checked on call handling - wants to route calls to Ext 102- if missed got to IVR -- Created an extension, configure call handling -- Test Call Successful -- Configure after hours VM-- -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17826835 Incontact ID: 461196705529 User ID:1924909021 RC #: # of DLS: Caller Name: Brad Callback Number: (778) 859-4428 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Hiring a new employee -- CISCO Phone- -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 101- D IP phone (778) 654-7614 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17859496 Incontact ID:461196714975 User ID: 1483711020 RC #: 9729966942 # of DLS: Caller Name: Jeff Callback Number: 9729966942- Ext 175 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Download user with dual numbers -- -- Provided Estimated Timeframe: Y Troubleshooting: -- (Advisd to log into admin portal -- Guided customer in how to dload numbers list from admin portal -- Guided customer in how to put a number to inventory -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17859627 Incontact ID: 461196727689 User ID: 507259048 RC #: # of DLS: Caller Name: Albert Callback Number: 2105355144 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call routing-- Remove call forwarding -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 101-- check call handling -- Disabled the desktop and mobile app -- Test Call successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 17859792 anne.montiel@ringcentral.com CASE #:17859792 Incontact ID:461196745446 User ID: 63050351008 RC #: 7155983402 # of DLS: Caller Name: Rebecca Callback Number: 7154941515 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Transferred Call- -- Wants to make sure that CC will not be charged upon renewal, does not want to be on an annual plan -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Checked billing plan- Annual plan -- wants to be credited for the months that she wasnt not able to use the service -- Created CIF Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17859922 Incontact ID: 461196763283 User ID: 426831004 RC #: (808) 892-3446 # of DLS: Caller Name: Suzanne Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Nataly from TCR Team- as per agent TCR is already approved -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Check cases- -- Hi Suzanne Zeng, We are excited to inform you that your campaign registration was approved, and we have enabled SMS capabilities on your account. -- Created a TELCO case -- (808) 892-3446 -- (808) 468-1442 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17860877 Incontact ID: 461196768935 User ID:172156028 RC #: 7149784040 # of DLS: Caller Name: Joyce Callback Number: 3108493498 Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phones are not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify - Called contact number on file (714) 336-2469- was able authenticate -- Checked on cable connection -- Rebooted TP Link -device -- Disable 2 factor for 1 hour- -- Able to log into admin portal -- MAC: 00-15-65-A1-0B-08-- handset is connected to the right base -- Customer called IT- Customer was guided by IT to rebooot CISCO device -- Customer wil have to call back Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17861019 Incontact ID: 461196865286 User ID: 2267971005 RC #: 7606664511 # of DLS: Caller Name: Joseph Callback Number: 3104861917 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ronnie from TCR- -- Phone number does not receive calls -- Provided Estimated Timeframe: Y Troubleshooting: -- 7606664511- number does not receive calls -- Advised to log into admin portal -- Customer requested for callback after 30mins Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 461196876465 461196879481 03/16 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