Untitled Note
By: Anonymous1/11/20222 views Public Note
Case 14297717
OUTBOUND LOGS:
Called 7324309309 for follow up
Outbound Contact ID: 194964685502
Reached VM, Left message
Email sent
Case 14339461
OUTBOUND LOGS:
Called 8474983433 for follow up
Outbound Contact ID: 194964694134
Reached VM, Left message
Email sent
Case 14313629
OUTBOUND LOGS:
Called 5616573266 for follow up
Outbound Contact ID: 194964705975
Customer said that we can already close the ticket and they will just reopen it once they have latest bill form current provider
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Contact ID: 194964632361
RC Number: 6782589515
Caller's Name: Yves
Account Verification: Y
UID: 62103506016
Callback Number: 6315258203
Email: lovepoet80@aol.com
# of DL’s: 3
Troubleshooting Steps:
Customer forgot the password my account pw
Calls are going straight to voicemail everytime when someone is calling 6782589515
Reso:
Walk him thru on admin portal on resetting his password | https://support.ringcentral.com/article/New-Password-Reset-Tool.html
Walk him thru on updating Ext 101's user hours
Customer wish to ring his app first before the phone as he is not in the office most of the time
Called 6782589515 for test call | Contact ID: 194964661151
Calls are going through but able to verify that the greeting was a voicemail greeting
Advised customer to change the company greeting
Customer set it to default greeting
Let him call the main number, calls went through
All set
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
=========================================================================================
Contact ID: 194964826299
RC Number: 4808130298
Caller's Name: Lisa
Account Verification: Authorized Caller
UID: 564460020
Callback Number: 6028812277
Email: melissa@spaichbenefits.com
# of DL’s: 3
Troubleshooting Steps:
Customer need help setting up CISCO phones
Ext. 1
Phone number:
SN/MAC: FCH25293ML1
Make and Model: CISCO IP 8861
Duplicate: None
Activated Extension: Yes
Reso:
Customer need help on connecting the phone to WiFi| https://support.ringcentral.com/article/Deskphones-Cisco-Phones-Connect-Cisco-8861-Wi-Fi-Network.html
Customer wish to use PIN Configuration for connecting the phone to their network
She said that she don't want to input the password for the WiFi because RingCentral will have access to it
Advised customer that this phone does not have PIN Configuration option for WiFi and advised her that for PSK, it will be encrypted and not be visible with RingCentral.
Customer tried putting the passphrase
Call got disconnected while on call- Lost internet | #INC-544799
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
OUTBOUND LOGS:
Called 6028812277 for follow up
Outbound Contact ID: 194964889833
Reached vm, left message
email sent
=========================================================================================
Contact ID: 194964892951
RC Number: 8326418037
Caller's Name: Ariana
Account Verification: Y
UID: 364821026
Callback Number: 8326529489
Email: tdstevens2007@gmail.com
# of DL’s: 6
Troubleshooting Steps:
How to connect to phone to WiFi
Ext.
Phone number:
SN/MAC: 805E0C583386
Make and Model: Yealink T48S
Duplicate: None
Activated Extension: Yes
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
=========================================================================================
Contact ID: 194964892951
RC Number:
Caller's Name:
Account Verification:
UID: 166478048
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Don from Implementations
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Contact ID: 194964930886
RC Number: 7147773729
Caller's Name: Rachel Ext. 601
Account Verification: Authorized Caller
UID: 2900390020
Callback Number 7142934382
Email: rlego.ppi@gmail.com
# of DL’s: 5
Troubleshooting Steps:
Customer is calling back for Case 14351454
Shared Wireless - Ext. 605
Phone number: (714) 462-9662
SN/MAC: 805EC07E2080
Make and Model: Yealink W60P Cordless Phone with 4 Handsets
Duplicate: None
Activated Extension: Yes
IP: 192.168.1.37
Firmware: 77.83.25.5
Factory Installed
Reso:
Customer said that she lost internet connection and got disconnected with Rica
She said that she already have the meeting ready and the yealink page pulled up
Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/1458632609?pwd=Yml4eU1Hd2hEcXh2ZURSM1U3eHVHZz09
Accessed GUI, admin/ admn804171112020pwd
Entered correct provisioning string | Yealink W60P: https://yp.ringcentral.com/provisioning/yealink/W60P
-https://support.ringcentral.com/article/8728.html
Reboot phone
Phone went online
Test call done by customer, all working
ALL SET, No other concerns raised
Promoted Support Site: Y
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
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Contact ID: 194965014045
RC Number: 4238258500
Caller's Name: Loring
Account Verification: Y
UID: 1821605021
Callback Number: 4238258500
Email: lhelfrich@faradayhealth.com
# of DL’s: 4
Troubleshooting Steps:
Customer is trying to access the admin portal, getting an error " Sorry we can't recognize the device"
Reso:
Disabled the two factor authentication for an hour
Let him log in again and it worked
Customer also wants to change the email of where faxes are being sent
Walk him thru on admin portal
All set
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: N
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Contact ID: 194965037211
RC Number:8045087866
Caller's Name: Samantha
Account Verification: Y
UID: 287872026
Callback Number: 8424912335
Email: mail.ashfaq.khan21@gmail.com
# of DL’s: 4
Troubleshooting Steps:
Marj from T1 transferred the call
Case 14330406
Need help to provision phone
Legal Assistant - Ext. 2
Phone number: (804) 877-1691
SN/MAC: 805EC01A80A7
Make and Model: Yealink T42S Gigabit Business Phone
Duplicate: Yes
Activated Extension: Yes
IP:
Reso:
Verified that the SN was linked still from previous account, UID : 62397710023, WEILAND UPTON/ SQA VERIFIED
Removed the phone from the account
Assigned 805EC01A80A7 to Legal Assistant - Ext. 2
Reboot phone
Phone went online
Test call done, outgoing and incoming now working
Walk her thru on admin portal how to add Ext 2 as call forwarding phone
Let her try to call Main number and it ring Ext 2 at the same time
All set
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
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Contact ID: 194965037211
RC Number:18043558037
Caller's Name: Samantha
Account Verification: Y
UID: 62397710023
Callback Number: 8424912335
Email: john@weilandfirm.com
# of DL’s: 5
Troubleshooting Steps:
Need to remove phone from this account , to prov the phone to new account, UID: 287872026
Reso:
Phone "805EC01A80A7" was already under unassigned
Deleted the unassigned phone
No other issues raised for this account
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
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Contact ID: 194965063623
RC Number: 9256020100
Caller's Name: Fahim Choudhary
Account Verification: Authorized Caller
UID: 2610302015
Callback Number: 9256020100
Email: fahim@taxden.com
# of DL’s: 12
Troubleshooting Steps:
Customer said that they have two other phones they wish to set up 2 more DLs on the account for it
Port Request - Ext. 952
Phone number: (925) 705-4733
SN/MAC: CCQ2246043Y
Make and Model: Cisco SPA-525G2 Desk Phone
Duplicate: None
Activated Extension: Yes
Zeeshan 951 - Ext. 951
Phone number: (925) 429-8330
SN/MAC: CCQ22450H91
Make and Model: Cisco SPA-525G2 Desk Phone
Duplicate: None
Activated Extension: Yes
Reso:
Walk him thru on admin portal on how to add DL for Ext 952
Provisioned Third party CISCO phone CCQ2246043Y for Port Request - Ext. 952
Customer connected the phone to WiFi
Phone rebooted
Phone went online
Let customer test it
-incoming working
-outgoing working
Provisioned CCQ22450H91 for Zeeshan 951 - Ext. 951
Phone rebooted
Phone went online
Test call done
-Incoming call, working
-Outgoing call, working
All set for this case
Fahim transferred the call to his colleague and saying that they also have issues with call queues on the account
Walk her thru on how to update extension names
Walk her thru on configuring call handling for call queue
Let customer test it and says that it just ringing and no recording at all
Adjusted the wait settings on call queue
Line went silent
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
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Contact ID: 194965316818
RC Number: 8326418037
Caller's Name: Ariana
Account Verification: Y
UID: 364821026
Callback Number: 8326529489
Email: tdstevens2007@gmail.com
# of DL’s: 6
Troubleshooting Steps:
When she's calling from (832) 615-6761 it shows that the call was from main line
Wants to set (832) 615-6761 as the caller ID
Reso:
Walk her thru on how to set caller ID for outgoing calls on admin portal
Let her to a test call
Working
No other issues raised
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: y
Pitch in Survey: y
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Contact ID: 194965339797
RC Number: 7149784487
Caller's Name: Jay
Account Verification: y
UID: 178994048
Callback Number: (909) 374-0694
Email: jay@zeromotorcyclesoc.com
# of DL’s: 1
Troubleshooting Steps:
Richard from T1 transferred the call
Need to activate newly purchased phone
Case 14355719
Jay DiCostanzo - Ext. 101
Phone number: (442) 333-1890
SN/MAC: 805E0C1CF757
Make and Model: Yealink w60P
Duplicate: Yes
Activated Extension: Yes
IP: 192.168.2.146
Reso:
Physical connection: WIred from Router
Customer has 4 handsets, able to register one but still no dial tone
Checked IP: 0.0.0.0
Unplugged and replug the LAN , able to get valid IP Address: 192.168.2.146
Let her do test call on the 1st handset, it worked
Handset went on firmware update
Set expectations that it will take couple of mins for the update to be installed
Walk him thru on admin portal how to set custom company greeting
Walk them thru on how to set IVR Menu
Called(714) 978-4487 | Contact ID: 194965424697 | reached vm
Went back on line but call was already disconnected
Called (909) 374-0694 | Reached vm only
Email sent
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: N
Close Case: n
Pitch in Survey: n
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
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Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
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Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
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Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
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Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n
=========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext.
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: n
Pitch in Survey: n