Untitled Note

For Syed | Caller ID Name - Resolved by Jam Case ID: 20119328 inContact ID: 470662187173 User ID: 1845256019 RC Phone Number: (713) 3248950 Customer Name: Syed Irfan Company Name: Ingenious Garage Door Services Call back #: (713) 324-8950 Email Address: syed.irfan@ingeniousgaragedoor.com Number of DLs: 1 Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • caller id name changed TS Performed: Complete step-by-step documentation • sent e-mail to lumen for CNAM request • preferred CNAM : INGENIOUS DOOR • advised of the turnaround time • customer understood • provided case ID • leaving the case open • end of call Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Mindy | Port In Phone Number - Resolved by Jam Case ID: 20121184 inContact ID: 470662288529 User ID: 178213048 RC Phone Number: 2142469421 Customer Name: Mindy Keisel Company Name: PMI Alliance Call back #: (817) 851-3240 Email Address: mindy@pmialliance.com Number of DLs: Account Verified (Admin): Yes | IVR verified Issue / Customer Request: • number migration • phone number 8176178902 TS Performed: Complete step-by-step documentation • created CIF case • CIF case : 20121637 • inform that her AM will be the one to reach out to her to further assist • provided case ID • end of call FOR CIF User ID: 178213048 Name of the customer: Mindy Keisel Callback Number: (817) 851-3240 Details of request or issue: phone number migration wants to transfer phone number 817 617-8902 to from Indian Office (User ID : 426866032) PMI Alliance (User ID : 178213048) CIF case : 20121637 AM: Mary Romulo | mary.romulo@ringcentral.com Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved by Jam Case ID: 20005246 inContact ID: 470662323206 User ID: 58724718 RC Phone Number: 7272935265 Customer Name: Lu Company Name: Amerilife Call back #: (727) 683-1167 Email Address: lmosley@amerilife.com Number of DLs: Account Verified (Admin): Yes | Ext. # 5 Issue / Customer Request: • calling about the case 20005246 TS Performed: Complete step-by-step documentation • call disconnected • callback customer • incid : 470662333425 • was able to spoke to Lu • inform customer that case was already assigned to developers team and he just need to wait of a call or e-mail for any update • customer understood • end of call Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Kath | Account Access - Resolved by Jam Case ID: 20122088 inContact ID: 470662333109 User ID: 1830870021 RC Phone Number: (647) 4986546 4166496537 Customer Name: Kath Company Name: Call back #: (416) 649-6564 Email Address: Number of DLs: 1,522 Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • can't log in to RC app to view fax TS Performed: Complete step-by-step documentation • unable to continue ts since customer can't verify account • end of call • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Ken | Polycom Phone Provision - Resolved by Jam Case ID: 20122056 inContact ID: 470662347024 User ID: 224047042 RC Phone Number: (519) 4364336 Customer Name: Ken Company Name: Donald A. Archi Law Office Call back #: 5197710122 Email Address: archi@bellnet.ca Number of DLs: 3 Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • transferred call from Ed of On Boarding • provisioning failed on Polycom phones TS Performed: Complete step-by-step documentation • phones are all purchased from RC • upon checking, phones are still showing order in progress • requested to increase the provisioning counters on all of the phones • power cycle device • error "provisioning failed" • created RC meeting • https://v.ringcentral.com/join/797538780 • provided RCV disclaimer • access GUI • factory reset phone • proceed with assisted provisioning • Settings > Advanced > Admin Settings > Network Configuration > Provisioning Server > DHCP Menu • Server Menu > Server Type • Server Type: HTTPS • Server Address: pp.ringcentral.com/pp • Server User: • Server Password: • do the same process with 2 other phones • phone rebooted • showed online on the portal • test call • tested working • however, date and time are incorrect • set SNTP server to pool.ntp.org • set the override DHCP's SNTP server and override DHCP's time zone options to yes • no go • inform customer that there may be an issue with the device delivering Internet and SNTP settings • advised to reach out to IT or network admin to check configuration and set SNTP and open DNS on your DHCP device (e.g., the router, server, etc.) • customer said that he will try to connect one of the phones and his home network • will callback if the issue persist • provided case ID • end of call Device : Polycom VVX 250 Business IP Phone Serial Number : 4825674B66B3 User : Don Archi - Ext. 101 Phone Number : (519) 340-0836 IP Address : 192.168.2.19 Instance ID : 267776042 Device : Polycom VVX 250 Business IP Phone Serial Number : 4825674B645E User : Holly Gehue - Ext. 102 Phone Number : (519) 340-0838 IP Address : 192.168.2.20 Instance ID : 267777042 Device : Polycom VVX 250 Business IP Phone Serial Number : 4825674AE28B User : Maria Machado - Ext. 103 Phone Number : (519) 340-2281 IP Address : 192.168.2.17 Instance ID : 267778042 Resolution: How the issue was resolved • assisted provisioning Case Number: 20122056 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Tim | App SMS- Resolved by Jam Case ID: 20124806 inContact ID: 470662483872 User ID: 492736040 RC Phone Number: 9196895189 ext 139 Customer Name: Tim Reay Company Name: True You Weight Loss Call back #: (614) 212-8100 Email Address: treay@medicusit.com Number of DLs: 44 Account Verified (Admin): Yes | Ext. # 9999 Issue / Customer Request: • when she click contacts to send SMS, its sends the message to a different phone number • affected user : Rebecca Bush extension 139 TS Performed: Complete step-by-step documentation • guided customer to update SQ for extension 9999 • customer said that he will just callback and try to clear cache and uninstall the app first • will callback if the issue persist • provided case ID • end of call Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** NO ACCOUNT - GHOST CALL For | - Resolved by Jam Case ID: inContact ID: 470662513377 User ID: RC Phone Number: Customer Name: Company Name: Call back #: Email Address: Number of DLs: Account Verified (Admin): Yes | authorized caller Issue / Customer Request: • TS Performed: Complete step-by-step documentation • • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Swetah | Update Payment Method - Resolved by Jam Case ID: 20125547 inContact ID: 470662521143 User ID: 62982784023 RC Phone Number: (771) 2087215 Customer Name: Swetah Shaw Company Name: Akua Mind