Untitled Note

12/13 CASE #: 16905716 Incontact ID: 456888594836 User ID: 313420040 RC #: # of DLS: 2 Caller Name: Ken Callback Number: (610) 533-4951 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Talked to NTD, was advised to TELCO -- Bring over 25-40 numbers, wants to make sure that SMS will not be affected -- SMS- 360 SMS to have control-- Provided Estimated Timeframe: Y Troubleshooting: -- Consulted FS- Was advised that by new process SMS are disabled and customer has to go throught TCR -- Relayed information to customer -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16954256 Incontact ID: 456888621658 User ID: 2565679020 RC #: (508) 895-9393 # of DLS: Caller Name: Melanie Callback Number: 5085621392 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Employee left the company- Remove the user -- Ext 6- is the extension needs to removed-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in changing the email and contact phone -- Password PIN and SQA change -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called (563) 484-4962, Contact ID: 456888642607 -- Got a hold of Anthony, agreed to close the case CASE #: 16955208 Incontact ID: 456888671388 User ID: 62945541028 RC #: 9312637886 # of DLS: Caller Name: Ashley Callback Number:(661) 478-3970/ Ext 4019 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- New employee--Invite to join a Ringcentral app -- katiem@athena-sce.com-- email used Provided Estimated Timeframe: Y Troubleshooting: --675250045 UID where the email is associated with--katiem@athena-sce.com --Freyja account-- removed the email address -- Advised customer to use the email on Ext 4036 -- Customer changed the password -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16955956 Incontact ID: 456888743933 User ID: 626404009 RC #: 4842977850 # of DLS: Caller Name: Charles Callback Number: 6306706507 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Jericho from T1- -- Ext. 2537 -- (312) 276-2537 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Advised to got -- MAC- 9CADEF47BA06-- IP: 192.168.65.213 -- Configure the call handling for the fax extension -- Number type set to Voice only -- ATA is online but in order in progress status -- Verify cable connection-_ Advised to connect ethernet from the wall and the fax machine should be connected on phone 1 at the back of ATA device -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 456888908109 User ID: 6179327817 RC #: 6179327817 # of DLS: Caller Name: Monte Callback Number: 6179327817/ Ext 103 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Analytics report -- Unable to download calls with specific parameters(hold time) -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on analytics portal -- Selected performance reports-- Calls -- Consulted FS- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16959147 Incontact ID: 456888929952 User ID: 1390685020 RC #: (804) 518-6185 # of DLS: 7 Caller Name: Casey Callback Number: 8046135888 /Ext 133 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Employee left the company- -- Change the phone number- for the extension -- Keep meeting ID- Change credential --- Ext 125-extension in question Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Caller does not have Super Admin access-- Asked main SQA- authenticated -- Gave Ext 133- super admin -- Guided customer in changing the name and email for Extension 125 -- -Wants to change this number--(804) 729-5308-to- 804) 500-6687-- - Additional Number changed from (804) 729-5308 to 18045006687 -- Changed password, PIN, SQA, for Ext 125 -- Disable Two-Factor Authentication permanently -- Advise to log into app -- Logged into app, successfully Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16925379 Incontact ID: 456888954987 User ID: 686075040 RC #: (407) 214-8060/ 4079564350 # of DLS: Caller Name: Shiela Callback Number:40721224446 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Unable to send/receive SMS -- TCR- has been filled out- Customer is checking back with status -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked the case on the account -- sheilabater@gmail.com-- sent customer and asked to reply with TCR to verify if info is filled out correctly -- Advised to fill out form in its entirety Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 686075040 HOTWORX Lake Mary CASE #: 16960799 Incontact ID: 456889022369 User ID: 425239028 RC #: 6502302295 # of DLS: Caller Name: Henry Callback Number: 6502302295 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Configuring IP600- 550 -- Need the SIP settings -- Provided Estimated Timeframe: Y Troubleshooting: - Advised to do screen sharing -- Ext 954-- (510) 978-4410-- 0004F2F174E1 -- Unable to do assisted provisioning-- Tried Manual provisioning-- Unable to save changes -- Used 456 as password- were able to apply the changes -- Tried Manual Config-- Will not work -- Firmware is updated -- Provided article about network requirements and recommendations -- Customer understood- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16960799- Unable to download CFG-- CASE #: 16960988 Incontact ID: 456889131422 User ID: 62796942008 RC #: (704) 846-5700 # of DLS: Caller Name: Carol Callback Number: (704) 846-5700 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Provisioning Issue -- One Way Audio-- -- When calling out- phone is not ringing on their end Provided Estimated Timeframe: Y Troubleshooting: -- Checked on status of phones -- Phone is online- -- Test Call--(704) 776-9520-- 456889138984- Unable to hear anything -- 805E0C9C44BC| --Check on IP address : 192.168.1.229 -- Advised to do screen sharing- agreed -- Re-provisioned the phone- Customer has to go -- Wants to use an unassigned 805E0C9C4528-- for the moment 192.168.1.231-- Test Call worked -- Process replacement for -- 805E0C9C44BC| 803494294008 Device 'Yealink T46U Ultra-elegant Gigabit IP Phone - Rental (Instance ID=803494294008)' is sent for warranty device replacement. Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 803494294008 CASE #: 16961447 Incontact ID:456889172085 User ID: 63060437008 RC #: (631) 935-0545 # of DLS: Caller Name: Michael Callback Number: (631) 935-0545 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- FAX Machine wants to connect to ATA -- ATA device: Will be using a 3rd party ATA device -- Provided Estimated Timeframe: Y Troubleshooting: -- Consulted FS- Was advised to set expectations that we can provision the 3rd party device but it might not work -- Advised customer to reach out to ISP to get the IP address of the ATA device -- 192.168.2.141- IP of the ATA- password: -- Not sure if ATA is unlocked-- -- Screen sharing agreed-- -- Customer decided to call us as soon as fax number is ported over -- Guided customer in uploading the COB -- Guided customer for App Usage -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 456889224384 User ID: 205247010 RC #: 2397224500 # of DLS: Caller Name: Leo Callback Number: 2397224500/ Ext 2134 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to send /receive SMS -- Unable to authenticate acct -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to authenticate acct, advised to log into web portal to change SQA -- Able to authenticate-- --Call got disconnected--456889237752-- Left VM -- Callback 2397224500/456889238611 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: -- Frank from Sales -- Consultation Call-- A2P -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16962527 Incontact ID: 456889250869 User ID: 612641009 RC #: 4252268180 # of DLS: Caller Name: Martin Callback Number: 2069476599/ Ext Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone is not working- -- Number recently- ported in Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Showed number-- confirmed that 4252263119 -- Guided customer in assigning the number to auto receptionist -- Test Call Successful- - -- EOC --- Set missed call to play announcement on all extensions Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16962775-- pa assign po CIF melvin.rivero@ringcentral.com 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 12-9pm-- Sunday 3:30-9p-Mth 3:30-10pm 12pm-10pm-- Sat- 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 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 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 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 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 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 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 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 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 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 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