Untitled Note

Caller Name: Patricia RC #: 19086883300 Callback Number: 267 236 2987 Verified Email: sales@butlerwc.com # of DLS: 1,105 InContact ID: 426789568016 User ID: Case #: Account Verified: Y Issue: -someone from RingCentral is calling 7326563600 (Chad) and it shows as RingCentral Troubleshooting: -phone number 7326563600 is not a RingCentral number -no open cases or recent case for technical issue -adv cust to reach out to their account manager 7326563600 sales@butlerwc.com ************************************************ Caller Name: Craig RC #: 13054335059 Callback Number: 754367 0522 Verified Email: craigw@witgroup.net # of DLS: 118 InContact ID: 426789597742 User ID: 2036107010 Case #: 15812479 Account Verified: Y Issue: -ext 1219 is not receiving email notifications when a someone leaves a voicemail to nhernand@usffab.com Troubleshooting: -did a test voicemail to ext 1219 / cust did not receive an email notification for the test voicemail -did a test email to nhernand@usffab.com / successful -removed the email nhernand@usffab.com / replaced it with none.nonerc.com / put back the nhernand@usffab.com / did test voicemail / no email notif -did a test sms to check if the user will receive an email notification for sms / cust received the email notif for sms -cust then figured out the resolution -cust just said to close the ticket nhernand@usffab.com (305) 512-7715 ************************************************ Caller Name: Jose RC #: 19165421661 Callback Number: 630 716 6356 Verified Email: josefmiranda@gmail.com # of DLS: 589 InContact ID: 426789702571 User ID: 2310787015 Case #: 15813599 Account Verified: Y Issue: -the user ext for phone number (773) 273-8607 is getting a message in his sms "to reply to the text message, please use the code 1081 Troubleshooting: -cust sent me screenshot of the sms -checked code 1081 for sms / seems like the message was from Twilio -adv cust to contact twilio to cancel sms service with them sms using (773) 273-8607 ************************************************ Caller Name: Tyler RC #: 18476034854 Callback Number: 847 325 7332 Verified Email: tfrayn@manhard.com # of DLS: 329 InContact ID: 426789751823 User ID: Case #: Account Verified: Y Issue: -calls to (866) 626-4273 are not routed to the correct ext 7003 Troubleshooting: -checked phone system: (866) 626-4273 > site ext 30005 > user ext Lincolnshire Main Line (Ext. 70004) > ext 7003 -resynced the deskphone of ext 7003 -did test call -case closed main (866) 626-4273 > site ext 30005 > user ext Lincolnshire Main Line (Ext. 70004) > ext 7003 (970) 283-3405 an external number 8666264273 ************************************************ Caller Name: Mary RC #: Callback Number: 443) 306-2335 Verified Email: mdouglas@structural.com # of DLS: 1,074 InContact ID: 426789799019 User ID: 458510028 Case #: 15814373 Account Verified: Y Issue: -xferred call from AJ (prov) -delete voicemails for ext 9555 Troubleshooting: -ask cust to sign in as ext 9555 at https://app.ringcentral.com -cust tried to sign in but it asked for 2-factor authentication -cust said she will call the person who has access to the email flafax@structural.net -i was on hold for a while -called the number (443) 306-2335 / no one answered -disconnected the call Blount9520 ************************************************ Caller Name: Sheila RC #: Callback Number: 346 315 5888 Verified Email: Sheila.rickoliverlaw@gmail.com # of DLS: 7 InContact ID: 426789849295 User ID: 229475049 Case #: 15815315 Account Verified: Y Issue: -call forwarding to external number from (713) 864-3700 Troubleshooting: -changed the number of rings before forwarding to an external number from 15 secs to 10 secs on ext 107 -did test call -case closed (713) 864-3700 ************************************************ Caller Name: Mark Verified Email: mark.ackley@nextdoorphotos.com # of DLS: 1 InContact ID: 426789995770 User ID: 736020048 Case #: Account Verified: Y Issue: -xferred call from Albert (CERT) -call forwarding Troubleshooting: -cust doesnt want to make any changes in the call routing for now because this acct that was created is supposedly with the other acct -adv cust to contact the IT person who is working on the other acct and combine two accts -referred to AM for better resolution ************************************************ Caller Name: Cherry RC #: 12142252673 Callback Number: 5614674325 Verified Email: arnn1993@gmail.com # of DLS: 21 InContact ID: 426790007855 User ID: 62441874012 Case #: Account Verified: Y / ext 103 Issue: -ext 125 is unable to sign in to the web version of the app -error message " access to this account is disabled. please contact your support" Troubleshooting: -asked cust clear cache and cookies of the browser > did not work -cust is using the phone number (214) 427-8756 as the username -asked cust to download the app / same error -cust said that the email add on ext 125 is incorrect / correct email is ellahonicolas@gmail.com -upon checking on email ellahonicolas@gmail.com is associated to UID 2548179044 -called CERT to remove the email in the disabled account -asked cust to use another email add for ext 125 -user created a new email ellanicolasho@gmail.com -cust was able to login -case closed ellahonicolas@gmail.com ************************************************ Caller Name: Katrina RC #: 7254652087 Callback Number: (818) 280-4589 Verified Email: katrina@afgtechnology.com # of DLS: 27 InContact ID: 426790116974 User ID: 62946432031 Case #: Account Verified: Y Issue: -disable 2-factor authentication for 1 hour Troubleshooting: -disabled 2-factor authentication for 1 hour ************************************************ Caller Name: Kathleen RC #: 4175827030 Callback Number: (417) 300-8030 Verified Email: dr.mullen@ozarksholistic.com # of DLS: 3 InContact ID: 426790133625 User ID: 62832279031 Case #: Account Verified: Y Issue: -voicemails are not forwarded to the correct ext Troubleshooting: -forwarded the voicemails of ext 2 to ext 403 -did test voicemail -case closed vm > ************************************************ Caller Name: Susan (At