Untitled Note

02/07 CASE #: 17481529 Incontact ID:459467650274 User ID: 145033027 RC #: # of DLS: Caller Name: Keith Callback Number: 5139911022 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Jam- Transferred Call from lower DL -- Change of number Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer we can swap numbers - can offer it for free verified from FS (customer will call back) -- Ext 345 - (513) 318-1435-- Change to area code 813--Additional Number changed from (513) 318-1435 to 18132577318 -- Ext 359- (513) 794-5763- Change to area code 813-- -Additional Number changed from (513) 794-5763 to 18132577319 -- Processed the changes in AI- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17482226 Incontact ID: 459467672742 User ID: 63044940028 RC #: 3055921722 # of DLS: Caller Name: Nathan Callback Number: 7864063723 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Need to change password and PIN - Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to change password and PIN change -- Was able to change what was needed -- Wants to remove SMS bundle-- Consulted FS, advised to transfer call to CERT -- Transferred Call to CERT upon informing customer Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17482811 Incontact ID: 459467699161 User ID: 63183625004 RC #: 7183476100 # of DLS: Caller Name: Jeffrey Callback Number: 5163752316- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Numbers was ported over -- Phone provisioning Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer to activate the unassigned extensions -- Advised to activate by assigning credentials -- Ext 102- Went online- Set emergency response location -- Ext 103- went online -- Created a call queue- -Routed Call handling to Call Queue Call -- Set up Presence-- for all extensions -- Change user details on Ext 101- password, PIN, SQA -- Activate Ext 104- Configure VM notifications for the notifications -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: 62356430008 RC #: 9498607722 # of DLS: Caller Name: Paul Callback Number: 9498607722- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call Queue- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin porta --8007088033| set up call queue checked on call handling, wants to forward call to external number if call is missed -- -- Guided customer in changing the number accordingly --8887107377- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- ORT 3:30PM EST-- Called at 2487909772-- 459467869495 -- Customer was able to fix the bad IP ethernet IP but unable to continue with TS -_ Requested callback 3:30PM EST- CASE #: 17485355 Incontact ID: 459467873262 User ID: 603214040 RC #:(443) 738-9642 # of DLS: Caller Name: Janice Callback Number: (443) 738-9642 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Disabled Extension--employee left the company -- Edit user details -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 5809 is the extension involved -- Advised to log into admin portal -- Guided customer in changing the user details for the extension involved -- Advised to change password, PIN, SQA -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17483286 Incontact ID: User ID: 717848009 RC #: (973) 792-8064 # of DLS: Caller Name: Liset Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Eric- CS, Transferred Call -- Phones are not ringing -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case notes --Confirmed issues with provisioning -- Customer is with their IT team to allow admin access for the computer -- Sent meeting link to customer -- Screen sharing agreed-- -- Got an error message when trying to access the phone's GUI -- Able to access GUI of yealink via Microsoft EDGE, but wont get to the actual page getting unauthorized error -- Customer's computer is very slow -- Unable to access the phone GUI as default password -- Advised to call previous phone provider (Vonage) - phone is locked -- Sent an email to factory reset the phone-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17478949 Incontact ID: 459468142723 User ID: 2627804020 RC #: 2023143345| 8887444723 # of DLS: Caller Name: Denise Callback Number: (202) 494-3917- Ext 3345 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- IVR set up- Suppose to play tom but is playing today -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on the SF -- Contact Center account -- Transfer the call Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y ksmith@phpin.org CASE #:17488656 Incontact ID: 459468170279 User ID: 409617016 RC #: 702) 847-7455 # of DLS: 9 Caller Name: Galina Callback Number: (702) 847-7455 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Change Phone Number-Swap -- Ext 109 swap with Ext 108 -- Provided Estimated Timeframe: Y Troubleshooting: --Advised to log into admin portal --CCQ22450C58- Ext -- Guided customer in how to swap phones between 2 extensions -- Advised to change user details -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CCQ2230054O- CASE #: 17489521 Incontact ID: 459468269327 User ID: 249153018 RC #: 8556612483 # of DLS: 20 Caller Name: Pat Callback Number: (309) 524-5759- Ext 519 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Text Messaging -- High Volume SMS Provided Estimated Timeframe: Y Troubleshooting: -- Advised to check on High Volume -- Answered questions about SMS -- Answered questions about downloading call log -- Gave Support site link -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459468285692 User ID: 63000623008 RC #: 2562588255 # of DLS: Caller Name: Alex Callback Number: 5185341908 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- TCR Forms- SMS issue -- Talked to Eric- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on TCR- rejected due to Missing Support Email- Phone Number -- Provided information- that I will let the SME know about the status of the TCR -- Customer mentioned he re-submitted the TCR with the support number and email Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17489975 Incontact ID: 459468309327 User ID: 572739048 RC #: 2129930330 # of DLS: Caller Name: Emilio Callback Number:2129930330- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Facility in Burbank- Incorrect Time -- Provided Estimated Timeframe: Y Troubleshooting: -- Caller is unable to verify -- Called one of the Super admin -- (646) 930-4641--459468316948- Got a fax tone -- Called 2129930393--459468317702-- Left VM -- Sent email to super admin asking for admin portal access -- Guided customer in resetting his extension password -- Customer set his password and SQA-- -- Changed the regional setting for Extensions in Burbank- -- Advised customer to verify if the times has been changed -- EOC- changed successfully 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