Untitled Note

Incontact ID:457404976226 RC#:5612934655 User ID:1503596020 Caller Name: Michelle Email: amichellelowequinn@gmail.com Callback Number: 5614246093 Account Verified: Yes Admin/User: 101 Issue: -RingCentral IVR keeps asking a pin whenever she calls in which customer doesnt have yet and IVR keep saying that her ext is invalid -don't want to receive txt messaging anymore because -requested a new account manager a year ago but no updates yet and still the same account manager Troubleshooting: -educate customer that entering a pin on our IVR let her account verified and skip the verification part -walkthrough customer on how to set pin for her ext -User > User list > Ext 101 > User details > security > Password and Pin change -call got disconnected when explaining -called customer back > Incontact ID: 457404988971, reached VM -called customer again > Incontact ID:457404989728, was able to reach customer -customer is asking if there's a way to receive the text message via email -educate customer that we can have a notification of text messaging via email but she will still receive a separate text message -customer understood and just want to disable the sms for main number > 5612934655 and for her ext number > 5614246093 -educate customer that we will create a request for disabling the sms and requesting a new account manager -customer agreed and will wait --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457404998986 RC#:4177713628 User ID:286485030 Caller Name: Kim Email: studiomanager0785@orangetheoryfitness.com Callback Number:4177713628 Account Verified: Yes via IVR Admin/User: 101 Issue: -customer said that when callers calls their main number, it goes directly to greeting then it disconnect the call -no option to leave voicemail as per customer Troubleshooting: -verified and customer don't know which phone is for ext 101 -did test call on ext 101 to determine which number is this > Incontact ID: 457405007809 -unable to reached and it says currently engage with a call -confirmed and customer said that this is the phone she is currently using right now -confirmed and customer wants the calls from main number to route on her phone directly with no greeting -walkthrough customer -Phone Sytems > AUto receptionist > General Settings > Call handling > set it ext 101 -confirmed and customer is okay to ring 4 rings then goes to voicemail if no one picks up on ext 101 -did a test call dialing the main number > Incontact ID: 457405014374 -was able to reach customer, working -customer said that they have other 2 phones and she wants to ring them too when dialing the main number -checked the account and it only has 1 digital line which is for ext 101 -educate customer about this and she said that she wants to use the number of ext 101 to other 2 phones as well -verified and customer is referring to 2 other handset -verified and it shows unregistered on 2 phones -walkthrough customer on how to connect the 2 other handset to the base -advised customer to press the wireless -nothing happens -advised customer to press OK > Settings > Registration > Register Handset > Register to base 3 -advised customer to do the same with last handset and register it to base 4 -need to disconnect to do test call on main number > Incontact ID: 457405027806 -was able to reached customer and all handset as ringing -all working FANTASTIC -Yealink W56H 8301520122503060 -W60B 805E0C1C1816 -Yealink W56H -new 2 phones, unregistered How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405038960 RC#: 8888317477 User ID:62771412008 Caller Name: Tiny, Yennire Useche Email: yuseche@nbii.com Callback Number: 8329331485 Account Verified: Yes via IVR Admin/User:104 Issue: it goes to voicemail after the message > tomorrow, 8am 7pm until 8am central -customer wants to have a message saying that the office if closed today due to holiday when dialing the main number -customer wants to have a voicemail option after the message -customer wants to have this message today starting this time until 8am tomorrow central time Troubleshooting: -confirmed and number being dialed is main number -customer said that they created already option to close the company -checked and there is already a custom rule for holiday -verified first with customer if the message is fine -walkthrough customer on how to listen to the message -Phone System > Groups > Message only Extension > ext 6 -Customer wants to add a message -educate customer that we have to record or create a text to speech -customer preferred to use text to speech -provided customer the link but customer is having a hard time accessing the link -educate customer that I can do a remote session so that I can control and further guide her -customer agreed, created a meeting session > 1494232654 -was able to request a remote and access https://wideo.co/text-to-speech/ -walkthrough customer on how to use it. -done and was able to download it. -walkthrough customer on how to upload it in ext 6 under message only extension -done and walkthrough customer on how to correct the custom rule tried to do test call but it keep saying bad number -tried to do test call using ring central app as advised by SME, was able to do test call and it goes to the message that we created and it has voicemail -all working now -created a child case > 17065205 as per SME advised and escalated to Telco Ops Team Good How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405147494 RC#: 8885387603 User ID:665267048 Caller Name: Julian Email: julian@jettheworld.com Callback Number: 21265819889 Account Verified: Yes Admin/User: 110 Issue: -salesforce integration to ring central -customer wants to know how this works and what are the best practices when using ring central for salesforce as user Troubleshooting: -walkthrough customer on how to reset the SQ of his ext to verify the account -was able to reset the SQ -attempt to provide customer the link where he can get the information guide for user using ringcentral for salesforce -customer refused and wants to talk to integration team to have a proper conversation from them on this really works or proper training -attempt to provide some information about salesforce for ring central but customer really wants to talk to integration team -educate customer that we can only raise or escalate a ticket if there's a specific question or if there's a problem with integration -customer agreed with the guides in website -refer customer to ringcentral.com/apps and search salesforce -walkthrough customer on how to get to the user guides -customer said that he will just check the guides on his own How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405175828 RC#: 4073795900 User ID: Caller Name: Sasha Email: sahsa@nexlvlmarketting.com Callback Number:4072598429 Account Verified: 102 Admin/User: Yes Issue: -customer said that she purchased another number but it's not working Troubleshooting: "estimated time of TS" -confirmed and the number that customer is referring to is > 8337042273 -checked the settings -calls from main number will goes directly to ivr which ext 103 is the only member for each key presses -checked and the number > 8337042273 is assigned to ext 103 -confirmed and customer wants to assign that number to ext 103 as well and wants to receive a call when someone reaches the ext 103 when dialing the main number -customer wants ext 103 to have 2 numbers > (833)704-2273 and (321) 245-9676 -checked How was your overall experience with ringcentral so far? , It's good. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405209110 RC#: 6304921912 User ID:394850029 Caller Name: Robert Email: robert@kuhncp.com Callback Number: 6304921912 Account Verified: Yes Admin/User: 101 Issue: -customer is having issue with texting -customer said that when he tried to text, he's getting an error saying > request rate exceeded -customer said that he think ext 102 is having the same issue -customer said that he is using CRM for ringcentral for texting and issue started half hour ago -customer wants to change the pin number as well Troubleshooting: -walkthrough customer on how to reset the pin as he requested immediately -Users > User with Extension > Ext 101 > User details > Security -confirmed and customer is using EngageBay CRM -checked in ringcentral.com/apps but EngageBay CRM is not there -attempt to refer customer to EngageBay CRM support but call got disconnected -called customer back > Incontact ID: 457405224628, reached voicemail -called customer for 2nd attempt > 457405225021, reached and left voicemail --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405229048 RC#: User ID: Caller Name: Email: Callback Number:6106781015 Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405228666 RC#:8886307268 User ID:2033538021 Caller Name: Marlenn Email: missolano@theblueprint-co.com Callback Number: 9546305344 Account Verified: Yes Admin/User:101 Issue: -customer said that account is asking for a password when she tries to read or check the messages on the account -customer said that she doesn't know what the password is Troubleshooting: -confirmed and customer said that she wants to check the messages for her ext > 101, ext 102 and 110 as well -walkthrough customer on how to change the password for her ext -Users > User with extension > ext 101 > user details > security > password and pin change -customer reset as well her pin together with the password -password of customer works in ext 101 and 102 but not in ext 110 -tried to reset the password of ext 110 -done and provided to customer the password > Password!1 -customer is okay with that password without changing -customer needs to go now but she raised a quick request -customer said that she wants her external number and external number of jason to ring when someone reaches her ext line -walkthrough customer > Users > User with extensions > ext 101 > Call handling -customer wants now is to route all the calls only on her external number > 9546305344 and jason's external number > 7184198592 when someone reaches her ext -advised customer to turn off all of the enabled number there and just select add number to enter her external number same with the jason's external number -customer understood and she will just do it on her own -customer said she's okay and she will just call back -no test call was made since customer needs to go --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------