Untitled Note
By: Anonymous10/20/20222 views Public Note
Incontact ID: 430508280943
RC#: 2106160882
User ID:2566069020
Caller Name: Veronica
Email: Vmendez@allergysa.com
Callback Number: 2106160882
Account Verified: N- 2043
Admin/User:
Issue: customer having issue sending fax. customer just getting failed since monday morning
having an issue sending to this fax number 2106471012 and some others, but customer said she can send fax to this number before.
Troubleshooting:
- Total Account DL's 45
-customer tried to login and logout to the ringcentral account and still the same thing
-warm transfer to higher DL
Case # :16556268
STATUS :
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Incontact ID: 430508455233
RC#: 9724025802
User ID:214632031
Caller Name: Valerie Jones
Email:valeria@dotcompliancegroup.com
Callback Number:9724025802
Account Verified: N
Admin/User:
Issue: valerie can hear the customer but the customer cannot hear her while on the call.
This is happening to all of the number that shes dialing to.
Troubleshooting:
-customer try to bring her computer to best buy to have it check and there's no issue as per customer
-customer need to login and logout to the RC app to fix it.
-issue keeps on happening.
-Total Account DL's 186
-warm transfer to higher DL USTS 100
-internet is working perfectly
Case # : 16558051
STATUS : TRANSFER higher DL
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Incontact ID: 430508481359
RC#:8182964053
User ID: 2254594004
Caller Name: Ani
Email:ani@amglobal.us
Callback Number: 8187706990
Account Verified: Y - 101
Admin/User: Admin
Issue: unable to send text messages, right now message not sent.
cant send pictures, try sending 15 secs video
number sample of the failed text messages
- 8187706990
- 4699648327
-7134854757
3 minutes
Troubleshooting:
-walk through the customer to the online portal.
-test the sms and it is working.
-later on the sms didn't work again.
-issue is intermittent. Also mms it is not sending even it is under 5GB
-provide to FS the necessary information for the phone number to reprovision
-promised callback to the customer
Customer cannot send nor received MMS, the video shes trying to send is 5.3 MB
Case # :
STATUS :
FS mentioned that the maximum limit of MB is 1.5 if you're going to send MMS using RC phone. Mov file for sending is not supported using RC application. Customer wants to have the video longer or wants to change the maximum limit. Advise share ideas to our site.
Case: 16558740
CX agreed to close case: Y
Any other open case/s: n
Test Reso: N
CSAT spiel: N
Need intervention: Y
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Incontact ID:430621555438
RC#: 5086398669
User ID:245585035
Caller Name: Eddie
Email:eherrera@talitacamilo.com
Callback Number: 7744874510
Account Verified: Y 101
Admin/User: Admin
Issue: customer getting an error on the ring central app when hes making phone call *too many devices been used* pop up on ring central app.
-customer wants to know the inclusion for sms on his plan,
Troubleshooting:
-advise the customer to login logout
-replicate the issue, phone is the only one that's having the issue
-walk through the customer to clear the cache and the data of the application
-walk through the customer to uninstall and reinstall the application
-working
- educated customer about the sms inclusion on his plan
Case: 16559298
CX agreed to close case: Y
Any other open case/s: n
Test Reso: y
CSAT spiel: y
Need intervention: n
case closure Jell approved
Case # : 16559298
STATUS :
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Incontact ID: 430621638596
RC#: 8882059982
User ID: 54921489
Caller Name: jacqueline
Email: jackiejrsmgt@netscape.net
Callback Number: 7066938875 /
Account Verified: Y 101
Admin/User: Admin
Issue: customer said that when someone dialing the main company number its directing to voicemail and not on her number which is 7066938875.
Troubleshooting:
-I dial the main number and the customer was able to received the call on her number which is 7066938875
-when the customer used her husband number to call the main number it will ring twice and directed to voicemail, same as if she use her number 6784468940 to call the main number
-customer added the old landline number , it worked
-issue is intermitent, after 5 minutes its not working again
- jacqueline cellphone number 6784468940, husband phone number 4045459105
-provide the information to FS, raised a carrier ticket
-promise to callback the customer.
Case # : 16560137
STATUS : callback anytime after 4pm eastern time
Called from: 14045459105
Called to: 18882059982
Date and Time: 10/20/2022 2:35:55 PM UTC-07:00
Actual Behavior: directed to voicemail
Result: directed to voicemail
Expected Behavior: should be forwarded to this number 7066938875
Session Logs: Find me 10/20/2022 2:36:00 PM UTC-07:00 10/20/2022 2:36:04 PM UTC-07:00 0:04 11114045459105 16783779576 101 IAD01-P03-TEL14 Resource error 442809836009
Called from: 16784468940
Called to: 18882059982
Date and Time: 10/20/2022 2:30:01 PM UTC-07:00
Actual Behavior: directed to voicemail
Result: directed to voicemail
Expected Behavior: should be forwarded to this number 7066938875
Session Logs: Caller 10/20/2022 2:30:01 PM UTC-07:00 10/20/2022 2:30:16 PM UTC-07:00 0:15 16784468940 18882059982 101 IAD01-P03-TEL27 144 / 0 Find/FollowMe: call err, Missed (Unk) [4010000] 442800466009
Customer Name: Jacqueline
Best callback number: 7066938875
Customer's preferred callback time (with timezone): anytime after 4pm eastern time
Email address: jackiejrsmgt@netscape.net
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SMS is ongoing issue yesterday as per FS but now the ticket for that is already closed, callback the customer to check if its already working on her end. SMS is good. MMS is still not working. Customer still cannot send MMS even if its under 5GB
havent.
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Account Verified: Y/N
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Incontact ID: 430622487843
RC#: 8503032530
User ID: 1549031008
Caller Name: Stephanie
Email: info@lebeauclinic.com
Callback Number: 8503081738
Account Verified: Y - 1
Admin/User: Admin
Issue: customer cannot send and receive text message.
Troubleshooting:
- customer experienced this a couple weeks ago
-sent a text message to the customer, customer said she did not receive it.
- customer tried to uninstall and reinstall the app and its till the same thing.
- send an email for the invite of share screen to see what screen is the customer getting.
- customer cannot send to all of the numbers.
Sender: 8503081738
Receiver: all of the phone number that shes trying to send is affected
Date and Time: please see the table below for the sample
Behavior: the other party is not receiving the text message and the customer cannot receive a text message as well
Expected Behavior: message should go through
Inbound 18503758374 18503124465 10/17/2022 5:37:27 PM 1877973065012 Queued
Inbound 18502913828 18503124465 10/17/2022 2:58:02 PM 1877881942012 Queued
Inbound 14074310313 18503081738 10/17/2022 2:54:28 PM 1877878378012 Queued
Inbound 13157710550 18503124465 10/17/2022 1:06:36 PM 1877735297012 Queued
Inbound 18503980947 18503124465 10/17/2022 12:30:23 PM 1877680599012 Queued
Inbound 18504996456 18503124465 10/17/2022 11:50:58 AM 1877620907012 Queued
Inbound 18503804072 18503124465 10/17/2022 11:11:17 AM 1877558856012 Queued
Inbound 18505723756 18503124465 10/17/2022 10:08:27 AM 1877454374012 Queued
Inbound 18505724848 18503124465 10/17/2022 9:31:27 AM 1877396542012 Queued
Inbound 18507487922 18503124465 10/17/2022 9:19:31 AM 1877377936012 Queued
Inbound 18505726767 18503124465 10/17/2022 9:10:36 AM 1877362588012 Queued
Inbound 18509023558 18503124465 10/17/2022 9:09:28 AM 1877360457012 Queued
Inbound 18505015563 18503124465 10/17/2022 9:07:00 AM 1877355938012 Queued
Inbound 18503249160 18503124465 10/17/2022 9:05:09 AM 1877352430012 Queued
Inbound 18505128224 18503124465 10/17/2022 9:04:49 AM 1877351842012 Queued
Inbound 18504492057 18503124465 10/17/2022 9:01:34 AM 1877345956012 Queued
Inbound 18503800166 18503124465 10/17/2022 9:01:14 AM 1877345419012 Queued
Inbound 18503243112 18503124465 10/18/2022 6:10:46 AM 1878069993012 Queued
Inbound 14073191803 18503124465 10/18/2022 6:15:24 AM 1878074259012 Queued
Inbound 18503245515 18503124465 10/18/2022 6:16:13 AM 1878074972012 Queued
Inbound 18506026731 18503124465 10/18/2022 6:18:01 AM 1878076594012 Queued
Inbound 18505546887 18503124465 10/18/2022 7:48:06 AM 1878189842012 Queued
Inbound 13185058480 18503124465 10/18/2022 7:45:01 AM 1878185255012 Queued
Inbound 18502216964 18503124465 10/18/2022 6:52:23 AM 1878113516012 Queued
Inbound 17343895826 18503124465 10/18/2022 6:48:13 AM 1878108912012 Queued
Inbound 18505726951 18503124465 10/18/2022 6:23:18 AM 1878081901012 Queued
Inbound 18504547127 18503124465 10/18/2022 10:18:39 AM 1878422775012 Queued
Inbound 18505725007 18503081738 10/19/2022 7:14:05 AM 1879062522012 Queued
Inbound 12515381141 18503124465 10/19/2022 8:39:54 AM 1879187173012 Queued
Inbound 18503980947 18503124465 10/19/2022 1:38:13 PM 1879634406012 Queued
Inbound 18503980947 18503124465 10/19/2022 12:57:24 PM 1879575720012 Queued
Outbound 18503124465 18502613545 10/21/2022 12:03:15 PM 1881288819013 Queued
Inbound 18887180990 18503124465 10/21/2022 11:55:46 AM 1881278672013
Inbound 18887180990 18503032530 10/21/2022 11:55:46 AM 1881278665013
Outbound 18503124465 18502613545 10/21/2022 11:49:20 AM 1881270139013 Queued
Outbound 18503124465 18502613545 10/21/2022 11:43:25 AM 1881261937013 Queued
Outbound 18503124465 18502938441 10/21/2022 11:42:58 AM 1881261361013 Queued
Outbound 18503124465 18505296111 10/21/2022 11:02:55 AM 1881206621013 Queued
Outbound 18503124465 18506981083 10/21/2022 11:02:48 AM 1881206438013 Queued
Outbound 18503124465 18502613545 10/21/2022 10:55:50 AM 1881197069013 Queued
Case # : 16565457
STATUS : callback by monday
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Incontact ID: 430622533490
RC#: 5137297322
User ID:2556502020
Caller Name: Mike
Email: mike@wilberprice.com
Callback Number: 5137297322
Account Verified: Y -103
Admin/User: Admin
Issue: Customer is asking how to set up custom rule that if hes out of the office the call should be routed to company main number
Troubleshooting:
-walk through the customer online account
-advise the customer the steps
-customer just want to know how to do it
- advise support site also
Case # : 16567700
STATUS : CLOSED
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Called from: 4042475936
Called to: 8882059982
Date and Time: 10/20/2022 3:48:07 PM UTC-07:00
Actual Behavior: directed to voicemail
Result: directed to voicemail
Expected Behavior: It should be routed 7066938875
Session Logs:
Find me 10/20/2022 3:48:07 PM UTC-07:00 10/20/2022 3:48:12 PM UTC-07:00 0:05 11114042474936 16783779576 101 IAD01-P03-TEL05 Force stopped 442898792009
Find me 10/20/2022 3:48:07 PM UTC-07:00 10/20/2022 3:48:12 PM UTC-07:00 0:05 11114042474936 16784468940 101 IAD01-P03-TEL05 Force stopped 442898792009
Find me 10/20/2022 3:48:07 PM UTC-07:00 10/20/2022 3:54:14 PM UTC-07:00 6:07 11114042474936 17066938875 101 IAD01-P03-TEL05 Call succeed 442898792009
Caller 10/20/2022 3:48:03 PM UTC-07:00 10/20/2022 3:54:14 PM UTC-07:00 6:11 14042474936 18882059982 101 IAD01-P03-TEL05 783 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442898792009
Caller 10/20/2022 3:48:03 PM UTC-07:00 10/20/2022 3:54:14 PM UTC-07:00 6:11 14042474936 18882059982 IAD01-P03-TEL05 783 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442898792009
Find me 10/20/2022 3:40:47 PM UTC-07:00 10/20/2022 3:40:49 PM UTC-07:00 0:02 11114042474936 16783779576 101 IAD01-P03-TEL17 Force stopped 442891654009
Find me 10/20/2022 3:40:47 PM UTC-07:00 10/20/2022 3:40:49 PM UTC-07:00 0:02 11114042474936 16784468940 101 IAD01-P03-TEL17 Force stopped 442891654009
Find me 10/20/2022 3:40:47 PM UTC-07:00 10/20/2022 3:41:03 PM UTC-07:00 0:16 11114042474936 17066938875 101 IAD01-P03-TEL17 Call succeed 442891654009
Caller 10/20/2022 3:40:43 PM UTC-07:00 10/20/2022 3:41:03 PM UTC-07:00 0:20 14042474936 18882059982 101 IAD01-P03-TEL17 75 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442891654009
Caller 10/20/2022 3:40:43 PM UTC-07:00 10/20/2022 3:41:03 PM UTC-07:00 0:20 14042474936 18882059982 IAD01-P03-TEL17 75 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442891654009
Find me 10/20/2022 3:40:08 PM UTC-07:00 10/20/2022 3:40:12 PM UTC-07:00 0:04 11114042474936 16783779576 101 IAD01-P03-TEL15 Force stopped 442890974009
Find me 10/20/2022 3:40:08 PM UTC-07:00 10/20/2022 3:40:18 PM UTC-07:00 0:10 11114042474936 16784468940 101 IAD01-P03-TEL15 Call succeed 442890974009
Find me 10/20/2022 3:40:08 PM UTC-07:00 10/20/2022 3:40:12 PM UTC-07:00 0:04 11114042474936 17066938875 101 IAD01-P03-TEL15 Force stopped 442890974009
Caller 10/20/2022 3:40:04 PM UTC-07:00 10/20/2022 3:40:18 PM UTC-07:00 0:14 14042474936 18882059982 101 IAD01-P03-TEL15 253 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442890974009
Caller 10/20/2022 3:40:04 PM UTC-07:00 10/20/2022 3:40:18 PM UTC-07:00 0:14 14042474936 18882059982 IAD01-P03-TEL15 253 / 0 Find/FollowMe: success, Conference (Unk) [1010900] 442890974009
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Incontact ID:
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Email:
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Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case
16560137
Case # :
STATUS :
9312969206
fax machine
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Incontact ID: 430622604936
RC#: 9312967741
User ID:62826014008
Caller Name: Andy
Email: andy@logicalpro.com
Callback Number: 6159062881
Account Verified: Authorized caller
Admin/User: Admin
Issue: customer have a new ATA device that he wanted to switch the company fax number switched to limited extension
Troubleshooting:
- get the serial number
SN of the new device : 88E01ZTZQ2P1 polycom obi 302
-go to scp>numbers>swap the numbers
-advise that the 4234054189 is virtual line and you cannot do fax on limited extension number refer to this link : https://support.ringcentral.com/article/9232.html
-advise the customer we can convert the virtual line into digital line so we can do the things that he wanted
-advised the customer additional cost
-customer agreed to add, customer now wants to use the 9312969206 as the main fax number and it should be directed to the ATA device.
-Transfer to provisioning team
Account Verified Y
How many phones are affected?: 1
Error on the Display Screen: no error
Extension Number in Issue: 123
Serial Number of the phone: 88E01ZTZQ2P1
Make and Model: polycom obi 302
Digital Line: 9312969206
Other Notes:
Is the customer on the same location where the phone is?: Yes
Internet connection working?: Yes
Additional Question
-Phone has user extension and DL assigned: Y/N
-Customer's internet connection is working: Y/N
-Customer is in the same location as the phone is:
-Phone is powered ON: "
new number for user 205) 728-2774
case number : 16568550
"Account Verified Y/N:
How many phones are affected?:
Error on the Display Screen:
Extension Number in Issue: (Provide all that applies)
Serial Number of the phone:
Make and Model:
Digital Line:
Other Notes:
Is the customer on the same location where the phone is?:
Internet connection working?:
Additional Question
-Phone has user extension and DL assigned: Y/N
-Customer's internet connection is working: Y/N
-Customer is in the same location as the phone is:
-Phone is powered ON: "
9312969206 main company to 4234054189 number
Case # :
STATUS :
(931) 296-9206
we can convert it into digital line and put in on to the ext 201
A
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Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :
===========================================================
Incontact ID:
RC#:
User ID:
Caller Name:
Email:
Callback Number:
Account Verified: Y/N
Admin/User:
Issue:
Troubleshooting:
Case # :
STATUS :