Untitled Note

02/21 CASE #: 17619179 Incontact ID: 460085272461 User ID: 62998171028 RC #: 7326129842 # of DLS: Caller Name: Steve Callback Number: 732) 915-6512 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Numbers issue- -- Forwarding calls- -- Provided Estimated Timeframe: Y Troubleshooting: -- 7326129806--Found in one account -- Forward all calls to Ext 101 -_ TEst Call- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17619282 Incontact ID: 460085282209 User ID:425346048 RC #: 2013275215 # of DLS: Caller Name: Mila Callback Number:9142175826- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ext 126- 2 users; wants to use a different email -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer to use contact phone instead -- Guided how to add contact number -- Provided answers about webinar - advised to contact AM for reassigning license -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17619792 Incontact ID: 460085297629 User ID: 2164745020 RC #: (203) 345-0404 # of DLS: 20 Caller Name: Lenny Callback Number: 2036687088 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- IVR issue-- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal --Checked IVR set up -- Call got DC- forwarded to VM 460085311473 -- Second Call -- 460085313190-- Got customer -- Order of rings for desk phone- Make it ring on deskphone first then app -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17620106 Incontact ID: 460085321279 User ID: 62913836031 RC #: 5139930093 # of DLS: Caller Name: Newell Callback Number: (5125636520- ext 101 Verified Email: Y--newell@ethos-care.com Account Verified: Y- auth Admin/User: Y Issue: -- SMS issue --Customer was going through the TCR registration from portal but got an error -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Suggested screen sharing to check on the error-- agreed -- Billing error- advised to update card on the account -- Customer understood -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 460085340842 User ID: 62849270031 RC #: 4809007822 # of DLS: 9 Caller Name: Robert Callback Number:(989) 317-5409 - Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Back on January 10- TCR status -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on TCR status -- Provided information of the pre- approved status Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17620640 Incontact ID: 460085357188 User ID: 615922004 RC #: 8882374929 # of DLS: 1 Caller Name: Glen Callback Number: 8052850101- Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- 4th Call- Number has been disconnected issue -- Provided Estimated Timeframe: Y Troubleshooting: -- Check 8882374929- number has been deleted way back 01/10 -- Checked on number quarantine -- Number was never mant to be cancelled -- Consulted FS, advised to create a TELCO case -- Provided information to customer Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17620793 Incontact ID: 460085382835 User ID: 196339048 RC #: 7132751083 # of DLS: Caller Name: Joy Callback Number: (713) 275-1083- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Porting Out -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in downloading the CSR -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17621043 Incontact ID: 460085390432 User ID: 63200769004 RC #: 8628955741 # of DLS: Caller Name: Mark Callback Number: (862) 207-9053- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone provisioning -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Ext 200- (862) 621-2203- where the phone will be assigned -- Guided customer in assigning the phone accordingly-- 805E0CCCC676 -- Rebooted the base- -- Phone went online-- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17621310 Incontact ID: 460085420691 User ID: 879970048 RC #: 3055011932 # of DLS: 7 Caller Name: Julia/Anna Callback Number: 7865044288 Ext 104 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Add user -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 102- transferring to another person -- Advised to log into admin portal -- Suggested creating a new user --Customer created Ext 108 -- Assigned the MVP license from102- 108 -- Advised Ext 108 user to log into App- Successful -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Cherrypie1010 Called Renee-- 460085492373 -- Called at (314) 931-0452--Got Robert 460085494122 -- Ext 113- (314) 949-5559-- 192.168.18.99 -- Advised to do screen sharing-- agreed -- Called mobile--l 6366972591-- Forward sofkey is not available still CASE #: Incontact ID: 460085505047 User ID:2324084004 RC #: (626) 568-7817 # of DLS: Caller Name: Vivek Callback Number: 6265687817 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- New User- Ext 7368 -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on outbound caller ID for the extension -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CCQ19280VVF CASE #: 17331781 Incontact ID: 460085514522 User ID: 2569160008 RC #: # of DLS: Caller Name: Casey Callback Number: 6083329109 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calling about open case -- Customer gave Coops-8308 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on case details-- -- Consulted FS advised to refer to MTR-88121 RC app Support Work profile mode -- Based JIRA --Coops-8308-- The workaround suggested did not work -- Provided information to customer- Case escalation -- Customer has knowledge on where the issue is coming from, wants to discuss it with our developers -- Might lead to account cancellation Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- Enable support for work profiles-- CASE #: Incontact ID: 460085559114 User ID: 720720009 RC #: 3197746103 # of DLS: Caller Name: Jenna Callback Number: 3197746103- Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Set up extension- SMS is not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on Ext 104- (319) 249-6856 -- SMS is enabled- TCR is approved -- Created TELCO- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17623307 Incontact ID: 460085561458 User ID: 407946028 RC #: 5614404498 # of DLS: 53 Caller Name: Natalia Callback Number:5614404498-- Ext 678 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Send a Fax- invalid phone numbers- -- Provided Estimated Timeframe: Y Troubleshooting: -- 8553138864| 8596693805(got an error from session log being invalid)-- Numbers where the faxes are being sent -- Screen sharing to check how customer is sending -- Customer is unable to download the app due to computer setting -- Guided customer in sending the fax thru service web app -- Test Fax -- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y To:(980) 880-5739 Add Contact 02/21/2023 14:38 - Outgoing Fax Sent 0:01:28-- CASE #:17621885 Incontact ID: 460085702305 User ID: 724141048 RC #: # of DLS: 896 Caller Name: Bridget Callback Number: (404) 657-4580 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Checking about open case -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 100-- Change name -- GGA IT HELPDESK-- name to be changed to (done) -- 4044635206- Fax number in issue -- Change FAX Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17625266 Incontact ID: 460085719241 User ID: 654946048 RC #: 4104033299 # of DLS: 1 Caller Name: Titilayo Callback Number: 4104033299 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- PIN Issue- -- Fax Issue- Change address Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in changing the address on fax cover -- Successfully changed -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17625465 Incontact ID: 460085730399 User ID: 142996022 RC #: 7186761969 # of DLS: 3 Caller Name: Edward Callback Number: (718) 450-2672 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- User Settings -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Checked on operator extension-- SMS company recipient -- Changed to Ext 101 as operator -- Customer wants to change a number -- Guided customer in how to change a number -- Changed the number successfully -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 5169459272- CASE #: Incontact ID:460085770193 User ID: 1722214004 RC #:4077973116 # of DLS: Caller Name: Eduardo Callback Number: 4077973116 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Transferred call from Retentions -- International calling -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked international- calling enabled -- Changed PIN- Guided the customer -- Advised to test call a UK number-- -- Customer called a number and it worked0 Advised he can do SMS as well -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 460085775323 User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Luisa from Mitel -- OneView- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17626225 Incontact ID: 460085786758 User ID: 3237854008 RC #: 8174881155 # of DLS: Caller Name: Roscoe Callback Number: (734) 276-1827- Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone system not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked call handling -- Enabled desktop/mobile app -- Test Call- 460085805508- Advised notification that he is requiring is on the mobile device itself -_ Advised to call mobile manufacturer -- Test Call Successful-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called Glen at 8052850101, 460085823481 -- Called (805) 285-0101- 460085825462 -- Left VM advising the need of adding a TFN to swap with 8882374929 CASE #:17626722 Incontact ID: 460085825551 User ID: 2057333008 RC #: 8176248226 # of DLS: 57 Caller Name: Leo Callback Number: (817) 371-6810_ Ext 100 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Forwarding number -- -- Provided Estimated Timeframe: Y Troubleshooting: -- 8885108226| 8176248226 numbers to be forwarded to 9138900117 -- Created custom rule for main number -- Created 8176248226 -- custom rule for Ext 2 -- Callback- request CST at 8173716810 --- Left Case open Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 460085850011 6106781015 CASE #: 17626896 Incontact ID: 460085852255 User ID: 63183310004 RC #: 3135020778 # of DLS: Caller Name: Abdul Callback Number: 3135020778 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- From Billing Support -- PIN issue -- SMS- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in changing PIN and Set SQA -- Customer changed PIN and SQA successfully -- TCR is registered- Escalted to To Telco to enable SMS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17627225 Incontact ID: 460085867219 User ID: 62325944004 RC #: 8053324099 # of DLS:360 Caller Name: Craig Callback Number:(818) 359-9447- Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Call Forwarding- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on call handling- goes to call queue -- Advised to logged into admin portal -- Explained call handling-- -- Deleted forwarding to external number on Ext 102 -_ Added external call forwarding on Ext 101 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 460085890365 User ID: 563134048 RC #: # of DLS: Caller Name: Jonathan Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Mitel Provisioning-- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17627445 Incontact ID: 460085890536 User ID: 62998966008 RC #: 9168368720 # of DLS: 52 Caller Name: Brandon Callback Number: (916) 996-0100- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Transferring Mitel to RC -- MItel 6920- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 1014--(916) 365-9174 -- Guided customer in how to assigning phone -- Customer was able to assign the phone successfully -- Guided customer in the support site- https://support.ringcentral.com/article-v2/assisted-provisioning-mitel-deskphones.html?brand=RC_US