Untitled Note

Caller Name: Israr RC #: 2013512452 Callback Number: Verified Email: israrbalaj93@gmail.com # of DLS: InContact ID: 456888658443 User ID: 1420655020 Case #: 16954844 Account Verified: Y / ext 140 Issue: -ext 140 is unable t o send sms Troubleshooting: -checked the tcr for the acct: UID: 1420655020 COMPANY NAME: Cloudtek -acct not listed in tcr -sent email to cust with the tcr form -cust said he will forward the form to HR to fill it out -keep case open / pending for cust action ************************************************ Caller Name: Krissy RC #: 5092844866 Callback Number: (509) 389-6502 Verified Email: krissy@evoreal.com # of DLS: InContact ID: 456888690366 User ID: 161527022 Case #: Account Verified: Y Issue: -incoming call information -porting in numbers -ivr menu call queue group Troubleshooting: -adv cust that we can forward calls to a call queue group to modify the incoming call info -adv cust that the company number is amounting $4.99 -maytake 5-7 business days for local numbers to portin -explained the ivr menu -offered support site for step by step process in creating call queue group -case closed krissy 4 more phone numbers ************************************************ Caller Name: Roshan RC #: Callback Number: 9177686788 Verified Email: thilan@capitalelements.us # of DLS: InContact ID: 456888711754 User ID: 789244048 Case #: Account Verified: Y Issue: -xferred call from Jayson (sales) -WhatsApp integration Troubleshooting: -explained that we cannot integrate whatsapp to RC -cust undertands -cust would like to keep case open until he finds a new crm or he finds another option -for follow up ************************************************ Caller Name: Theresa RC #: Callback Number: (213) 401-0966 Verified Email: thernandez@alliancecr.org # of DLS: InContact ID: 456888749823 User ID: 1414934021 Case #: Account Verified: Y Issue: -cust would like upload an audio file for the call queue greeting ext 601 Troubleshooting: -cust's audio file is not wav or mp3 -cust said she will call back because she is driving and she will send us the adudio file -cust needs help in converting the audio file to the correct format 16947158 ************************************************ Caller Name: Ayanna RC #: 6308849610 Callback Number: Verified Email: studiomanager0332@orangetheoryfitness.com # of DLS: 696 InContact ID: 456888762947 User ID: 2304753020 Case #: Account Verified: NO Issue: -ext 108 RingCentral app has white screen only Troubleshooting: -adv cust to go to RC app > click on "FILE" > quit > re-open the app > still white screen -adv cust to uninstall then re-install the app -the computer is not allowing her to uninstall the app for it is asking for a password which she does not know -pending cust action studiomanager0332@orangetheoryfitness.com ************************************************ InContact ID: 456888802580 User ID: 2474169015 Case #: 16883494 Issue: -consultation call from Harry (T1) -explained that the case is not escalated to tier2 and he can handle the case ************************************************ Caller Name: Robert RC #: Callback Number: (732) 996-0328 Verified Email: info@paverrestorationinc.com # of DLS: InContact ID: 456888806356 User ID: 469177040 Case #: Account Verified: Y Issue: -xferred call from Angela (sales) -set up new user for voicemail purposes Troubleshooting: -setup 2nd ext from unassigned ext section as ext 102 -cust wants to access the voicemails of ext 101 and ext 102 in one RingCentral app -explained that he has to log out and login to the other ext to be able to do that -tryiong find a work around but cust has to attend a meeting -cust unable to continue ts YEALINK T42S LINE: SN: 805E0C033BDE MODEL: ************************************************ InContact ID: 456888878517 User ID: 60362239006 Case #: Account Verified: Y Issue: -consultation call from Aleli (expansion) -call forwarding for the phone numbers e app (713) 244-8750, (281) 892-1059 and (949) 339-3544 to (281) 817-6433 Troubleshooting: -adv rep to have the cust on the line 1059 8750 3544 (281) 817-6433 (832) 447-6116 ************************************************ Caller Name: Matt RC #: Callback Number: Verified Email: mattmoore@moorefsg.com # of DLS: InContact ID: 456888878517 User ID: 60362239006 Case #: Account Verified: Y Issue: -consultation call from Aleli (expansion) -call forwarding for the phone numbers e app (713) 244-8750, (281) 892-1059 and (949) 339-3544 to an external number Troubleshooting: -adv rep to have the cust on the line / spoke with Matt -forwarded call of (713) 244-8750, (281) 892-1059 and (949) 339-3544 to (832) 447-6116 -did test call / success -case closed (832) 447-6116 (949) 241-1627 mattmoore@moorefsg.com ************************************************ Caller Name: Jeremy RC #: Callback Number: (559) 821-4679 Verified Email: jeremyclason@gmail.com # of DLS: 3 InContact ID: 456888898058 User ID: 680876040 Case #: Account Verified: Y Issue: -xferred call from Jessy (sales) -add new user -call forwarding Troubleshooting: -assisted cust in setting up the new user ext 109 -added ext 109 to the ext 108 call handling to receive the first call -assigned the deskphone from ext Lorena to lourdes -explained that the Rc app will not accept calls from another ext / Lorena will not be able to receive calls from thru her mobile app -call queue group is not an option because the cust wants the users to be able to receive 2nd call while on a call -case open pending for testing -cust has to go to a meeting 16958041 4679 hapmce ************************************************ InContact ID: 456888954996 Issue: -consultation call from Mike (sales) -cust unable to send sms with email add -adv rep of the sms policy Troubleshooting: ************************************************ Caller Name: Amy RC #: Callback Number: Verified Email: AMY@WARRIORS.TAX # of DLS: 4 InContact ID: 456888960202 User ID: 62963641008 Case #: 16959156 Account Verified: Y Issue: -xferred call from Nathalie (soho) -unable t o sms using the main number (972) 970-1040 Troubleshooting: -the sms feature for the phone number (972) 970-1040 is not enabled -cust said she already has the form for tcr and she is currently filling out the form -assisted cust in filling out the form -adv cust that tcr may take up to 3 business days if no rejection ************************************************ Caller Name: Harry RC #: 2 Callback Number: 9175516647 Verified Email: vgroup1986@gmail.com # of DLS: InContact ID: 456889048383 User ID: 63046944008 Case #: Account Verified: Y Issue: -xferred call from Raven (sales) -sms feature on the phone numbers is disabled Troubleshooting: -checked tcr status: Rejected : Select only ONE business vertical UID: 63046944008 Company Name: Vision Limo Group LLC -adv cust to fillout the tcr form from https://www.ringcentral.com/tcr ************************************************ InContact ID: 456889088403 User ID: 63045708008 Issue: -consultation call from Jayson (expansion) -sms disabled Troubleshooting: -adv rep to have the acct register to tcr first before enableing sms feature UID: 63045708008 COMPANY NAME: Telus International ************************************************ InContact ID: 456889092133 Issue: -consultation call from Jet (sales) -cust has ATT advanced american telephone Troubleshooting: -explained that the phone is not supported by RC but we can try to provision them -cust hung up advanced american telephone ************************************************ Caller Name: Lisa RC #: 6304026640 Callback Number: 3126410300 Verified Email: LCoconato@kmklawllp.com # of DLS: InContact ID: 456889100863 User ID: 63061403008 Case #: 16960856 Account Verified: Y Issue: -portin fax number Troubleshooting: -assisted cust in porting in the phone number (312) 855-0350 -Order Number: 229502008 -assisted cust in setting up the email notifs with attachment fax acct (312) 855-0350 ************************************************ Caller Name: mike RC #: 5622940046 Callback Number: Verified Email: accounting@standridgegranite.com # of DLS: InContact ID: 456889140607 User ID: 62686941007 Case #: Account Verified: Y Issue: -disable call routing for the phone number (562) 294-0046 Troubleshooting: -created a custom rule that if someone calls the phone number ext 208 (562) 294-0046 , the system will just play an announcement then disconnects the call -did test call / success -case closed 5622940046 accounting@standridgegranite.com ************************************************ Caller Name: Uchenna RC #: 5714735944 Callback Number: (304) 642-2030 Verified Email: ucimoh1@gmail.com # of DLS: 1 InContact ID: 456889152251 User ID: 63046835008 Case #: Account Verified: Y Issue: -call forwarding for the main number (571) 473-5944 Troubleshooting: -forwarded calls of main number (571) 473-5944 -Enabled RingCentral notifications Tap on your avatar on the upper-left corner. Tap on Notifications > Turn On Mobile Notifications. This pulls up the RingCentral App settings in your device. Tap Notifications, then toggle Allow Notification. -confirmed that the integrated calling in the RC app is enabled -deleted the RC app / re-installed the RC app from the app store -cust logged in to the web app in her computer / did test call / success -asked cust to restart her phone / same issue -adv cust to contact apple support to check settings of the phone -sent email to cust for text to speech feature ************************************************ Caller Name: Manpreet RC #: 8889062326 Callback Number: (778) 878-4283 Verified Email: info@adcocnc.com # of DLS: 1 InContact ID: 456889266607 User ID: 1561552013 Case #: Account Verified: Y Issue: -call forwarding to an external number -phone provisioning Troubleshooting: -did test call to main number (888) 906-2326 / call logs says that the call to external number (778) 878-4283 was failed -cust has Polycom VVX 150 that he wants to provision LINE: SN: 64167F551BC5 MODEL: IP ADD: 192.168.1.78 -default passwords of polycom are not accepted -adv cust to reset the phone to factory settings -gave steps: https://support.ringcentral.com/article/Third-Party-Polycom-Phone-Not-Accepting-Default-Password.html Racquel Layos has invited you to a RingCentral Video meeting. ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************