Untitled Note

CASE 14297717 OUTBOUND LOGS: Called 7324309309 for follow up Outbound Contact ID: 195064647374 Reached VM, Left message Email sent CASE 14339461 OUTBOUND LOGS: Called 8474983433 for follow up Outbound Contact ID: 195064651714 Reached VM, Left message Email sent CASE 14354266 Called 9256020100 for follow up Outbound Contact ID: 195064665358 Prompted by announcement only , no option to leave message , call was disconnected after the prompt Email sent CASE 178994048 CASE 14355719 OUTBOUND LOGS: Called (909) 374-0694 for follow up Outbound Contact ID: 195065260811 Reached VM, Left message Email sent =================================================================================== CASE 14358538 Contact ID: 195064652950 Troubleshooting Steps: Customer just want to join meeting as a guest Reso: Provided instructions how to join meeting Al set Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: 195064675952 RC Number: 8438062579 Caller's Name: Strick Account Verification: Y UID: 490862040 Callback Number: Email: SStrickland@Generatorsupercenter.com # of DL’s: 3 Troubleshooting Steps: Need to provision 2 new phones Generator Supercenter - Ext. 101 Phone number: (843) 806-2463 SN/MAC: WZP2423018M Make and Model: CISCO CP7841 Duplicate: None Activated Extension: YES IP: Reso: Customer wish to add 2 more phones for Ext 101 Set expectations that they will need to get 2 more DLs if they want to set the unassigned CISCO phones as second and third phone for Ext 101 Advised customer that adding DL will entail cost Customer just want to swap the phone for Ext 101 assigned WZP2423018M to Ext 101 Reboot phone Phone went online Let the customer test it Customer said it worked and his call went through Customer hang up right after Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y ======================================================================================== Contact ID: 195064694931 RC Number: 9198350909 Caller's Name: James Account Verification: Y UID: 1675564027 Callback Number: 3124011271 Email: kclayton@bcvtlaw.com # of DL’s: 15 Troubleshooting Steps: Need to remove a phone from LIMITED EXTENSION and have it assigned to Ext 4484 Conference Room - Ext. 4484 Phone number: (919) 723-2333 SN/MAC: 64167FE51152 Make and Model: Polycom VVX 250 Business IP Phone Duplicate: None Activated Extension: Polycom VVX 250 Business IP Phone Reso: Phone was set up under unassigned limited extension Removed limited extension and move the number to inventory Assigned 64167FE51152 to Conference Room - Ext. 4484 Phone rebooted Phone went online TEST CALL -incoming call working -outgoing call working ALL SET Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195064712214 RC Number: 9038852820 Caller's Name: Sherri Account Verification: Authorized Caller UID: 1502011027 Callback Number: 9032200970 Email: sherri@lonestarsurgery.com # of DL’s: 11 Troubleshooting Steps: Dan from T1 Customer is experiencing phone issues as per T1 Case 14358350 Reso: Lost connection while on call with T1, #INC-545791 Tracking Purposes - FortiClient Issue|Lost Internet Connection Unable to speak with customer Failed transfer Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: 195064814626 RC Number: 14809776888 Caller's Name: Steve Account Verification: Y UID: 62399727023 Callback Number: (480) 616-9145 Email: gm@wash-clinic.com # of DL’s: 2 Troubleshooting Steps: Toffy transferred the call from T1 Case 14359214 Customer need help setting up new phone for Ext 101 Third party YEALINK phone Main Street Store - Ext. 102 Phone number: (480) 546-6953 SN/MAC: 805E0C1C17E9 Make and Model: Yealink W60P Cordless Phone with 1 handset Duplicate: None Activated Extension: Yes McKellips Store - Ext. 101 Phone number: (480) 977-6890 SN/MAC: 805EC0A66A26 Make and Model: Yealink W60P Cordless Phone with 2 Handsets Duplicate: None Activated Extension: Yes Reso: Physical connection: Wired from Hub Confirmed that customer only have 1 handset Handset was already registered on the base Checked IP: IP: 0.0.0.0 Customer tried to unplug and replug the cable Phone rebooted after and it went on firmware and handset upgrade Set expectations that it may take couple of minutes Customer also wants to set up IVR Menu where in when someone is calling the main number, callers should be given options to choose which store they wish to be connected to Verified that there's an IVR menu already set up Assigned the IVR Menu for incoming calls Phone went online after upgrade Let him do a test call -Outgoing call, working -Incoming call, working Customer requested to swap phones -Assigned 805EC0A66A26 to McKellips Store - Ext. 101 -Assigned 805E0C1C17E9 to Main Street Store - Ext. 102 Let him call main number again for test call -All set and working now No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Promote Survey: Y ======================================================================================== Contact ID: 195064861198 RC Number: 16614887411 Caller's Name: Leonard Account Verification: Y UID: 145627035 Callback Number: 6615493910 Email: # of DL’s: 6 Troubleshooting Steps: Jay from Sales transferred the call Need help on provisioning phones Conference Room 2 - Ext. 16 Phone number: (661) 488-7065 SN/MAC: 0004F2561BB0 Make and Model: Polycom VVX 500 Duplicate: None Activated Extension: Yes Christy Rabe - Ext. 14 Phone number: (661) 488-7414 SN/MAC: 0004F2BC4FEE Make and Model: Polycom VVX 500 Duplicate: None Activated Extension: Yes Linda Howard - Ext. 17 Phone number: (661) 488-7272 SN/MAC: 0004F2900B2F Make and Model: Polycom VVX 500 Duplicate: None Activated Extension: Yes Reso: Customer is NOT on the same location where the phones are He is an IT support for the company that can access phones rmeotely Confirmed from customer that they wish to assign '(661) 488-7414" and "Ext 14" to a new user And assigned (661) 488-7272 to Linda, Ext 14 Moved the (661) 488-7272 from Unassigned Extension to Number inventory Removed line (661) 488-7414 from Linda, Ext 14 Walk him thru on admin portal how to change Extension number for Linda (661) 488-7272 , now Ext 17 Reassigned 0004F2900B2F to Linda Howard - Ext. 17 Phone went online after reboot Walk him thru on adding new user , assigned (661) 488-7414 and 0004F2BC4FEE to it , set it as "Ext 14" Caller advised the user to reboot the phone Walk him thru on Web UI for Conference Room 2 - Ext. 16 , since its offline and caller said that it doesn't have the right SIP settings Provided instuctions -Set SERVER TYPE : HTTPS -Server Address : pp.ringcentral.com/pp -Password: Blank -Boot Server: Static Phone went online after firmware update Test call done by users, all phones working Promoted Support Site: Y Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195064970651 RC Number: 9546130405 Caller's Name: Josie Account Verification: Y UID: 2537501008 Callback Number: 9546130405 Email: ouidadflagship@chadwickandigor.com # of DL’s: 4 Troubleshooting Steps: Customer said that they are not getting calls or receiving calls on one of their phones when someone is calling the Main number ouidad salon by chadwick igor - Ext. 107 Phone number: (954) 334-3428 SN/MAC: 64167F80D3CA Make and Model: Polycom VVX 101 Basic IP Phone Duplicate: None Activated Extension: Yes Reso: Checked phone, showing online Checked Auto-Receptionist, All incoming calls are routed to Ext 101 Customer don't have the access on admin portal Able to confirm that EXT 107 is not included on the call forwarding Added Ext 107 , rings were set to simultaneous Adjusted the number of rings to 15 rings, customer request Let them call main number and test it- all phones now ringing All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y ======================================================================================== Contact ID: 195065002701 RC Number: 13236429933 Caller's Name: Guadelupe Account Verification: Y UID: 401936028 Callback Number: (323) 642-9933 Email: info@berdugolegal.com # of DL’s: Troubleshooting Steps: Transferred call from T1 Case 14324197 Customer said that all of their phones went down Legal Staff - Ext. 103 Phone number: (323) 606-8107 SN/MAC: 001565A7BB8D Make and Model: Yealink W52P Cordless Phone with 1 Handset Duplicate: None Activated Extension: Yes Berdugo Law Firm - Ext. 101 Phone number: (323) 642-9772 SN/MAC: FCH24252V21 Make and Model: Cisco CP8851 Gigabit Color Business Phone Duplicate: None Activated Extension: Yes IP: 192.168.11.28 Reso: Physical connection: Wired from Server Room Checked IP Address for Ext 103, IP: 0.0.0.0 Customer checked the connection and it went online She passed the phone to Katherine, who is using Ext 101's phone Checked LAN Cable, connected on Network port Checked IP, EXT 101 : 192.168.11.28 Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/1495595201?pwd=Nkc0SUwrZWQ2QlE5cnBFK3hDK1lXZz09 Computer has different IP : 192.168.1.20 Offered ICS if possible Set ICS on the computer| https://support.ringcentral.com/article/Enable-Internet-Connection-Sharing-ICS.html Unplugged and replug the LAN Cable, reboot phone New IP: 192.168.137.164 | Accessed GUI | admn802591567028pwd Server URL was already in there Set DNS| Primary: 8.8.8.8 | Secondary: 4.2.2.2 Phone rebooted and it went online Test call done, incoming and outgoing calls are working Customer tried to put it back on outlet but it went offline Advised customer to call their ISP She put it back on ICS and went back online Customer confirmed to close the case Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195065102515 RC Number: 4144314768 Caller's Name: Alia Account Verification: Authorized Caller UID: 1717247010 Callback Number: 4142138614 Email: aliarouf@rouflaw.com # of DL’s: 2 Troubleshooting Steps: Calling back for an existing case - Phone not working Front Desk Oshkosh - Ext. 102 Phone number: (920) 266-9929 SN/MAC: 805E0C1877F2 Make and Model: Yeallink W60P Duplicate: None Activated Extension: Yes IP: 192.168.0.32 Firmware: 77.83.0.85 Factory Installed Reso: Customer was advised to purchase new base and she was advised also that she can use same handsets She already got them set up and registered to the new base but her phones are still not working Verified that we still have the old MAC on her account Updated the MAC on AI -Device InstanceID 137167981004. Parameter "DeviceType" changed from "W52P 3 sidecars(Yealink Handset)" to "W60P 3 sidecars(Yealink Handset)". Parameter "Serial Number" changed from "00156573AC56" to "805E0C1877F2" Offered remote support, customer refused as they dont want to give access on their computer Guided customer on web ui, admin/admin -Set provisioning URL: https://yp.ringcentral.com/provisioning/yealink/W60P Phone went online Let her test the phones and all working Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195065133180 RC Number: (414) 431-4768 Caller's Name: Flor Account Verification: Y UID: 1717247010 Callback Number: rouf@rouflaw.com Email: rouf@rouflaw.com # of DL’s: Troubleshooting Steps: Need help provisioning yealink phone Case 14363312 Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: 195065133180 RC Number: 8652296230 Caller's Name: Rebekah Account Verification: Y UID: 62862170031 Callback Number: 4109318969 Email: rtripp.audiology@gmail.com # of DL’s: 2 Troubleshooting Steps: Transferred call from T1, Indira Case 14363312 Rebekah Tripp - Ext. 101 Phone number: (865) 408-7835 SN/MAC: 805E0C05E89B Make and Model: Yealink T54W Duplicate: None Activated Extension: Yes IP: Reso: Physical connection: Wired from Router Third party phone Provisioned 805E0C05E89B for Rebekah Tripp - Ext. 101 Call got disconnected when customer is checking the phone for factory reset Received another call Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: 195065149877 RC Number: 17042300226 Caller's Name: Taylor Account Verification: Y UID: 1125349008 Callback Number: 7707106317 Email: taylor@kairosprivatewealth.com # of DL’s: 12 Troubleshooting Steps: Customer is calling back for Case 14353108, customer said that all phones are working but they are not able to make outgoing calls from all three of them Taylor Bauerle - Ext. 102 Phone number: (407) 745-0487 SN/MAC: 805e0c05e89b Make and Model: Yealink Phone SIP T58W Duplicate: None Activated Extension: Yes IP: 192.168.25.214 Firmware: 150.86.0.5 Device Certificate: Factory Installed Reso: Offered remote support, disclaimer disclosed |https://meetings.ringcentral.com/j/1493533902?pwd=Wkd3UWtBMXpveUtwTkRyN2g0Qk5UQT09 Accessed WEB UI, admin/admin Set expectations that T58W is not supported yet by RC, we can only do best effort for these phones Set expectations that we can only do Manual provisioning for these phones Did factory reset Regenerate new SIP Settings Manually entered SIP Settings, Tried using SIP10.ringcentral.com Reboot phone Phone went online, registered successfully Tried to do outbound, customer tried dialing out, line went silent for few secs, got a busy tone and error "Invite request , no response" Coordinated with FS, let him join meeting Tried other outbound proxy ports as best effort Getting dial tone, but still doing same behavior -line going silent for few secs, and then getting busy tone and error "Invite request , no response" Set expectations , and advise customer to contact YEALINK (Vendor) to provide SIP Settings Customer requested to leave the case open Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: 195065292147 Troubleshooting Steps: ======================================================================================== Contact ID: 195065297447 RC Number: 7736960801 Caller's Name: Kathy Account Verification: Y UID: 158133048 Callback Number: 3125499098 Email: kathy@wfcfreight.com # of DL’s: 6 Troubleshooting Steps: Implementations transferred the call Case 14365029 Kathy Vucicevic - Ext. 102 Phone number: (773) 755-4865 SN/MAC: 805EC026E2CB Make and Model: YEALINK T41S Duplicate: None Activated Extension: Yes IP: 192.168.0.18 Firmware: 66.82.0.30 Device Certificate: Factory Installed Reso: Offered remote support, disclaimer disclosed |https://meetings.ringcentral.com/j/1485389715?pwd=dEZSR0NESkNiWUVKaFZFRHpuaDZRUT09 Set expectations that we can reconfigure the phone and manually provision it again It will mainly work for incoming and outgoing calls only Customer understood Accessed GUI, admin/admin Manually configured the phone Phone went online Let her test it -incoming call working -outgoing call working Walk her thru on admin portal how to reset extension pw all set Promoted Support Site: Y Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195065326230 RC Number: 19165469535 Caller's Name: Ally Account Verification: Authorized Caller UID: 2141937014 Callback Number: 19165469535 Email: taylorrussell@olliehealthinc.com # of DL’s: 5 Troubleshooting Steps: Only one of their phones is ringing Ollie Health ON-CALL , Ext 101 Phone number: (916) 546-2526 SN/MAC: 805EC0A4934D Make and Model: Yealink T46S Gigabit Color Business Phone Duplicate: NOne Activated Extension:Yes Reso: Phone shows online Expected behavior: Ext 101 and 102 should ring when main number is being dialed Added Ext 101 on call forwarding options for Ext 102 set to ring simultaneously Test call -Already ring two phones -all set Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: 195065370887 RC Number: 18183031386 Caller's Name: Mina Account Verification: Y UID: 204914048 Callback Number: Email: carsondentaldds@gmail.com # of DL’s: 6 Troubleshooting Steps: Charlotte from Implementations transferred the call Case 14365753 Ext 101 Phone number: (424) 835-5855 SN/MAC: Make and Model: Fanvil X210 Duplicate: NA Activated Extension: Yes IP: 10.10.10.78 Firmware: 66.85.0.5 Factory Installed Reso: Set expectations that we can only do best effort for Fanvil phones as it is an unsupported phone of RC Set expectations that Offered remote support , disclaimer disclosed |https://meetings.ringcentral.com/j/1459809451?pwd=NmM0Y0pLSG8vVXRVRHpuaTNhNlZGdz09 Tried to access gui, 10.10.10.78 , wont lod gui as its not taking admin pw Tried to do hard reset, wont let him reset it too as it wont take pw Advised customer to contact the vendor of the phones Customer said that they used it before with their previous company Customer wish to provision the YEALINK T46S phone that they have Customer did factory reset Phone went online after firmware update Test call -outgoing call, working -incoming call, working Customer requested to change number (424) 835-5855 Additional Number changed from (818) 465-5403 to 14248355855 Customer was able to factory reset Fanvil wants to set it up and replace Yealink Manually provisioned 0C383E12DA9E Fanvil X210 Phone went online Test call, working All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: Y ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ======================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: N Close Case: n ========================================================================================