Untitled Note

For | - Resolved by Jam Case ID: Incontact ID: 464440084565 Company Name: AFC Urgent Care Denver RC#: (303) 7325741 User ID: 815959040 Total DLs: 20 Caller Name: EMILY Sehulster Callback Number: (262) 751-8889 Verified Email: esehulster@afcdenver.com Account Verified: Y Admin / User: admin Issue: • contract that ends in 25th of May • cancel • don't want contract • • Troubleshooting Done: • • • • • FOR CIF Case: 18532843 User ID: 815959040 Caller Name: Emily Sehulster Verified Email: esehulster@afcdenver.com RC#: (303) 7325741 Callback Number: (262) 751-8889 Issue : contract discussion Account Manager: Charlu Honrada | charlu.honrada@ringcentral.com **************************************** For Dana | Phone Password - Resolved by Jam Case ID: 18533102 Incontact ID: 464440097640 Company Name: NW Mutual RC#: 7314077762 User ID: 2128275014 Total DLs: 16,583 Caller Name: Dana Mathews Lane Callback Number: (731) 407-7762 Verified Email: dana.m.mathewslane@nm.com Account Verified: Y Admin / User: admin Issue: • need the desk phone's password for her to be able to configure it Troubleshooting Done: • sent e-mail to customer with the phone's password • customer was able to receive the e-mail • tried to access one of the phones using the password • tested working for one phone • unable to continue since there are 2 other phones that she need to access • still need to connect those phones to their network • will callback if further assistance needed • provided case ID • end of call Device : Polycom VVX 250 Serial Number : 64167FB695DD User : Lisa Wyant - Ext. 6353 Phone Number : (731) 327-6353 Password : admn801001939014pwd Device : Polycom VVX 350 Business IP Phone Serial Number : 64167FE747ED User : Dana Mathews Lane - Ext. 7762 Phone Number : (731) 407-7762 Password : admn801001940014pwd Device : Phillip Brown - Ext. 7701 Serial Number : 64167FB6B17D User : Phillip Brown - Ext. 7701 Phone Number : (731) 407-7701 Password : admn801001941014pwd #ORTPhone FOR ORT ENDORSEMENT Case : 18533102 Issue : Reason : **************************************** For Grear | RingCentral Meeting- Resolved by Jam Case ID: 18533629 Incontact ID: 464440130226 Company Name: Advancing American Freedom RC#: (202) 7804848 User ID: 63076683028 Total DLs: 7 Caller Name: Greer Callback Number: (202) 780-4848 Verified Email: greer@advancingamericanfreedom.com c Account Verified: Y Admin / User: admin Issue: • transferred call from Naldy of Sales • calling about the case : 18533271 - CIF case • client said his attendees are unable to join the meetings he'd set. He would provide dial-in info to his attendees. • attendees would receive error message joined too many time • dial in number : 2679304000 • access code : 167466339 Troubleshooting Done: • tried to join the meeting using the dial in number • asked me for an access code • was able to join a meeting with no issue • customer asked someone to join the meeting again using the dial in • tested working for some attendees but for some they are getting an error invalid input • customer said that attendees that are affected are using iOS • asked customer to check the software version of the device • settings > general > about • updated the device software • customer o • callback customer • incid : 464440217499 • was able to spoke to Greer • said that the phone was still updating • she will just callback after 10mins if further assistance needed • provided case ID • end of call • still need to advise other affected attendees to update their device firmware • will check if that will fix the issue • will callback if further assistance needed **************************************** For Milton | Park Location - Resolved by Jam Case ID: 18534805 Incontact ID: 464440237498 Company Name: Dream Ride LLC RC#: (954) 7167778 User ID: 2470186036 Total DLs: Caller Name: Callback Number: (786) 717-4465 Verified Email: dreamridereservations@gmail.com Account Verified: Y Admin / User: admin Issue: • need to set up park location Troubleshooting Done: • assisted customer to add park location • phone system > park location > new park location • unable to continue TS since customer is not on the same location where the desk phone is • end of call • Device : Yealink T57W Prime Business Phone Serial Number : 805E0C5EFE76 User : Heath Abramowitz - Ext. 103 Phone Number : 9546887158 IP Address : Instance ID : **************************************** For Nelson | Phone Provision - Resolved by Jam Case ID: 18535025 Incontact ID: 464440252332 Company Name: S.E.I.U. Local 32BJ RC#: (646) 8330290 User ID: 508427004 Total DLs: 26 Caller Name: Nelson Callback Number: (212) 388-3108 Verified Email: nrosero@seiu32bj.org Account Verified: Y - ext 1008 Admin / User: admin Issue: • no dial tone on 3 desk phones Troubleshooting Done: • asked customer to get the phone's IP address • home > settings > status > network • created RC meeting • provided RCV disclosure • factory reset the phone • update password • proceed with assisted provisioning • Settings > Advanced > Admin Settings > Network Configuration > Provisioning Server > DHCP Menu • DHCP Menu > Boot Server > Static • Server Menu > Server Type. Enter the following: • Server Type: HTTPS • Server Address: pp.ringcentral.com/pp • Server User: • Server Password: • URL call is disabled error message after re-provisioning • connected the phone directly on the router > no go • asked customer to reboot the network • ping sip.ringcentral.com • Request timed out error message • issue persist • escalate case to higher tier of support • advised that someone will be calling him to continue TS • provided case ID • end of call Device : Polycom VVX 201 IP Phone Serial Number : 64167F823F0F User : Mauricio Lopez - Ext. 1008 Phone Number : (703) 722-8875 IP Address : 192.168.0.73 Instance ID : 259911973019 Device : Serial Number : User : Phone Number : IP Address : Instance ID : Device : Serial Number : User : Phone Number : IP Address : Instance ID : **************************************** For Justin | Call handling set-up - Resolved by Jam Case ID: 18537314 Incontact ID: 464440423063 Company Name: Dobson Property Management LLC RC#: (608) 7298756 User ID: 180020049 Total DLs: 3 Caller Name: Justin Dobson Callback Number: 608 217 1547 Verified Email: dobsonpropertymanagement@gmail.com Account Verified: IVR verified Admin / User: admin Issue: • need to set-up call tree • when someone call the main number, customer will have the option to press 1 for leasing and press 2 for other inquiries • when caller press 1 it should forward the call to ext 103 and 104 and if no one answer it should forward the call to ext 103 and 104 • for press 2, it wil route the call to ext 101 and 102 • when > press 1 for leasing > 2 ext - ext 103 and 104 • if no one answer > property mngt - 101 and 102 Troubleshooting Done: • created new user extension • ext 104 | Taylor Strauch • added number for ext 104 (608) 398-8212 • send welcome e-mail to activate extension • created IVR menu : main IVR • key press 1 > Dalton Kemper, Ext. 103 • key press 2 > Dobson Property Management LLC, Ext. 1 • assisted customer to record custom greeting • uploaded greeting on IVR prompt • changed the call handling from the auto-receptionist to IVR • added ext 104 to the call handling of ext 103 • missed calls set to forward to call queue : Dobson Property Management LLC, Ext. 1 • test call • tested working • issue resolved • no other concern • case closure confirmed • end of call **************************************** For Timothy | Phone Number Change for Business Credit Compliance - Resolved by Jam Case ID: 18537768 Incontact ID: 464440473973 Company Name: MyFax | Credit Compliance Advocate RC#: (888) 5152666 User ID: 2187745020 Total DLs: 1 Caller Name: Timothy Williams Callback Number: (888) 5152666 Verified Email: admin@leveragesolutions.info Account Verified: y Admin / User: admin Issue: • adjustment phone number • want to change the (888) 288-6812 to a different number from (888) 288-6812 to 1 (888) 4541174 Troubleshooting Done: • changed number from (888) 288-6812 to 1 (888) 4541174 • assigned 1 (888) 4541174 call queue Business Credit Compliance (Ext. 5) • changed call queue name to Business Credit Compliance (Ext. 5) • created custom rule on ext 5 • called number : 1 (888) 4541174 | call handling : ext 101 • test call • tested working • said that he need to changed the call forwarding as well of one number on the account • but he needs to go to pick up her daughter to school and unable to continue TS • said he will just callback • provided case ID • end of call **************************************** For Claudia | SMS concern - Resolved by Jam Case ID: 18537827 Incontact ID: 464440504669 Company Name: Shield Law Group RC#: (818) 7324400 User ID: 1920538027 Total DLs: 2 Caller Name: Claudia Garcia Callback Number: (818) 732-4954 Verified Email: claudia@shield.law Account Verified: Y Admin / User: admin Issue: • transferred call from Mary of TCR • unable to send SMS (818) 732-4954 Troubleshooting Done: • account is already TCR registered • number is already listed on the number assignment and it is already enabled • log out and re-log in of the app > no go • created telco case • requested to re-provision number for SMS • advised customer of the turn around time • customer understood and agreed • telco case : 18537920 • provided case ID • end of call FOR RC DEPENDENCY Case : 18537827 Issue : SMS not working Reason : created telco case to re-provision number | telco case : 18537920 **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • **************************************** For | - Resolved by Jam Case ID: Incontact ID: Company Name: RC#: User ID: Total DLs: Caller Name: Callback Number: Verified Email: Account Verified: Admin / User: Issue: • • • • • Troubleshooting Done: • • • • • ****************************************