Untitled Note

02/15 CASE #: Incontact ID: 459848016453 User ID:1103755011 RC #: (503) 214-2003 # of DLS: Caller Name: Shwan Callback Number: 5037198999 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS is not working account wide -- Provided Estimated Timeframe: Y Troubleshooting: -- Line is unclear --Asked to be called back- 5037198999 -- As per customer, TCR was submitted on the 11th -- Line is garbling- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17568925 Incontact ID: 459848027326 User ID: 3197382020 RC #: 4054940165 # of DLS: Caller Name: Kenny Callback Number: 9137478241- Ext 104 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone problems- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Checked on the devices being used by the user -- Customer wants to separate the handsets connected to an extension -- Confirmed with FS, possible to separate the cordless but needs to purchase license and manually configure phone -- Called extension separately to identify which phones are ringing at the same time -- Able to identify the phones- 6 devices -- Check IP Address: 192.168.0.64- Screen sharing agreed, wants to add another user -- Guided customer in creating a user-_ Ext 106 -- Accessed GUI-- try to manually configure the phones- Did not work -- Factory reset the phone -- Paired th handset separately-- Manually provision phone - Went online-- Test Calls Successful -- Added Ext 106 to call queue -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17570341 Incontact ID: 459848114063 User ID: 355818018 RC #: 9569482220 # of DLS: Caller Name: George Callback Number:9564677198- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Account inquiry -- Call routing -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Checked on call handling- company -- Customer wants to change company call handling -- Guided customer in routing to specific user- Ext 134 -_ TEst Call Successful - EOc Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6106781015- 459848241518--scott CASE #: 17570576 Incontact ID: 459848176355 User ID: 2236710005 RC #: 7198768500 # of DLS: Caller Name: Larry Callback Number: (775) 354-6598 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ordered Phones -- Call handling-- Phone Provisioning Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked on list of unassigned desk phones -- Verify 249AD82701AE-- is the phone we'll be working with -- Assisted customer in assigning a license to Phone - 249AD82701AE--(719) 867-5903 -- Successfully assigned phone-- Connect to Wifi--Went online -- Test Call --Successful -- 249AD82707E2-- Assigned to Ext 102--rime Business Phone (719) 867-6134 -- Advised to reboot the phone -- Test Call Successful Call got Disconnected Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 120 Trout Ave., Colorado Springs CO 80906 CASE #: 17327519 Incontact ID: 459848228513 User ID: 2983481020 RC #: # of DLS: Caller Name: Scott Callback Number: 2148826042 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS TCR- case update -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case-- CC account -- Transfer to contact center Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6106781015- 459848241518--scott CASE #:17571230 Incontact ID: 459848248858 User ID: 1561941008 RC #: 9517637967 # of DLS: Caller Name: Ronda Callback Number: 9512193124- Ext 105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Software upgrade- Phone is not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to check cable connection-- -- Phone is offline on AI and Service Web- 192.168.204.102-- -- Advised to do screen sharing-- Unable to factory reset phone -- Customer will contact their IT to assist with resetting the phone - Gave case number Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17572363 Incontact ID:459848401345 User ID: 63237200004 RC #: (678) 748-3389 # of DLS: Caller Name: Allen Callback Number: 4044086627 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Provision Phone -- Provided Estimated Timeframe: Y Troubleshooting: 37 --IP: 192.168.12.174 -- Advised to do screen sharing- Agreed -- Sent meeting link to customer's email -- Able to join meeting- Unable to access GUI- phone and computer is on different network -- Enable ICS- 192.168.137.31-- was able to access GUI -- Update provsioning-Went online -- Test Call Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848436217 User ID: 247828023 RC #: 5128589600 # of DLS: 47 Caller Name: Marcus Callback Number: (512) 843-7521- Ext 215 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Presence Issue- --In a meeting- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged out-in of app/reboot computer/manually change status -- Ext 232-- (512) 588-1725 -- Logged in as Ext 232-- service web shows available -- Customer will callback as user is not in location -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17573140 Incontact ID: 459848445347 User ID: 1908222027 RC #: 6166004572 # of DLS: Caller Name: Mary Callback Number: 4259410464- EXt 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Change something --Call forwarding Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Call forwarded to an external number - Added email to receive VM notfi -_EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848457104 User ID:1815528004 RC #: 3056630177 # of DLS: Caller Name: Elke Callback Number: 3056630177- Ext 2060 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to international call -- Provided Estimated Timeframe: Y Troubleshooting: -- Don't have access for international -- Guatemala is the country being called -- Able to call a UK number without error -_ Advised to download whitelisting form, guided through the support site -- Customer filled out the form-- Attached on Case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y --- Called 5139911022- 459848524767/459848526225 -- Unable to reach customer -- Left VM Called (775) 354-6598- 459848536809 -- Requested callback after 2 hours as customer is not location -- Wants to set up the 2 remaining phones CASE #: 17570576 Incontact ID: 459848519885 User ID: 62321353008 RC #: (714) 282-2229 # of DLS: 31 Caller Name: Roger Callback Number:7143070672- Ext 230 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Changes on call routing -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked call handling- got to IVR -- Change key press assignment -- Guided customer in changing key press Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848532236 User ID: 62959678028 RC #:4258441813 # of DLS: Caller Name: Stacy Callback Number: 4258441813 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Getting the busy signal -- 2064478200 Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Checked on call handling- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17574665 Incontact ID: 459848575593 User ID: 397304028 RC #: 2105045003 # of DLS: 10 Caller Name: Joel Callback Number: 2105045003- Ext 1010 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Setting accounts-Licenses -- SMS TCR -- Provided Estimated Timeframe: Y Troubleshooting: --Advised to log into admin portal -- Explained license set up -- Ext 1012 is sample extension- able to use app but unable to do SMS -- Explained the TCR process- advised to submit ASAP -_ Set expectations of 25-30 BD Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848606901 User ID: 455754028 RC #: 8136553836 # of DLS: Caller Name: Joseph Callback Number:(813) 340-0918 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to find the fax he sent -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked call log-- -- 3867499342-number where fax is sent -- 3862555755-- Unable to retrieve sent faxes foe the past 60 days-- Faxes sent was on 01/27 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848611245 User ID: 62785010008 RC #: 9027013902 # of DLS: 1 Caller Name: Eric Callback Number: (902) 489-3413 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Port a number- from Telus -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on porting case 17278723 -- Porting team is coordinating with carrier to resolves issue --Called NTD, talked to Mitch-- Advised that NTD has been communicating with partner provider -- Provided information that order will be resubmitted in an hour and advised customer to approve the port in via text or call losing carrier to manually approve it -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17575271 Incontact ID: 459848637144 User ID: 184465027 RC #: 5036068105 # of DLS: Caller Name: Pradeep Callback Number: 5036068105- Ext 107 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Presence issue --Add ext 107 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in adding Ext 107 on Ext 101 presence -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 459848650445- CASE #: 17575427 Incontact ID: 459848651384 User ID: 551572048 RC #: (951) 376-2220 # of DLS: Caller Name: TK Callback Number:9513763317| 9515647160 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Set up line -- Purchased a TFN- will set up routing -- Provided Estimated Timeframe: Y Troubleshooting: -- TFN: 8883088909 will be routed to Ext 803 -- Created a custom rule -- Wants to to create a customized prompt -- Advised customer to create the prompt first so we can configure the IVR -- Customer will have to call back -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17575734 Incontact ID: 459848673080 User ID: 1042821019 RC #( 626) 280-5000 # of DLS: Caller Name: Helen Callback Number: 626) 280-5000| 6267660221 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Call routing| Outbound Caller ID -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Checked on OB ID- set correctly -- Unable to call a certain phone number -- Isolated issue as happening to 6267660221 as other mobile phone can be called from RC -- Changed call display as caller ID name and number in call queue -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17575826 Incontact ID: 459848690142 User ID:185595049 RC #: 3235382275 # of DLS: Caller Name: Justin Callback Number:3235382755 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: --Reserve number with 323588- -- Provided Estimated Timeframe: Y Troubleshooting: --Checked on AI- no available numbers in -- Customer selected 626310- from the admin portal and do it themselves -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17575883 Incontact ID:459848697650 User ID:410714023 RC #: 8448863328 # of DLS: Caller Name: Ben Callback Number: (725) 300-0538- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Ext 341 does not ring --(949) 503-0146 Provided Estimated Timeframe: Y Troubleshooting: -- Issue happened after power outage _ Customer rebooted the phone already -- Advised to log in to admin portal -- Check IP address: 192.168.0.69 -- Suggested screen sharing agreed -- Re-provision Phone- Reboot -- Test Call did not work -- Factory Reset Phone- --Customer has to go-- -- Requested Call back 9am- PST requested (725) 300-0538 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459848722890 User ID: RC #: # of DLS: Caller Name: Jennifer Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y