Untitled Note

11/29 CASE #: Incontact ID:456291658916 User ID:1179002032 RC #: 9179832614 # of DLS:7 Caller Name: Howie Callback Number: 4163686588/ Ext 2301 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Porting in the numbers- -- AVAYA CLOUD office- -- Provided Estimated Timeframe: Y Troubleshooting: -- Transfer to AVAYA CLOUD OFFICe -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16833644 Incontact ID: 456291676263 User ID: 62967022008 RC # : (860) 316-2738 # of DLS: 40 Caller Name: Marlou Callback Number: 4043989382 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Mar from RC- from lower DL -- SSO- queries Provided Estimated Timeframe: Y Troubleshooting: -- Advised to do screen sharing- customer agreed -- Customer showed what is he is accessing- from admin portal -- Active directory-- Create from Ringcentral -- Provided information that he can add it via active directory -- Customer agreed -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Trusted Medical CASE #:16834636 Incontact ID: 456291738292 User ID: 62984915008 RC #:9806361493 # of DLS: Caller Name: Alyssa Callback Number: 7043656505 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Need assistance in porting- -- Fax account Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer through settings- transferred and vanity -- Guided customer in the process of submitting a porting request -- Successfully created a port in request--Screen sharing agreed-- -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16835035 Incontact ID: 456291784870 User ID: 862910040 RC #:423) 617-0143 # of DLS: Caller Name: Adrian Callback Number: 4236617800 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Gabby from Retentions -- Update the name of the company -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Invoices - Changes number -- Thacoor is the correct first name spelling-- Billing Name- Name of the company in SF---Fleetworthy OSD-- Caller ID-- -- FLEETWORTHY OSD-- Provided info that CID is updated -- Was advised by FS to create CIF for Company Name Change in SF and update of Biller First Name -- Refer to AM Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16835035 brian.spencer@ringcentral.com CASE #: 16835301 Incontact ID:456291819089 User ID:1960535008 RC #: (281) 783-8575 # of DLS: Caller Name: Jim Callback Number:(281) 783-8575 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Needs article on how to do video calling using the app Provided Estimated Timeframe: Y Troubleshooting: -- Searched for the article from the support site -- Sent email to Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16835169 Incontact ID: 456291840617 User ID: 309183026 RC #: 8003578417 # of DLS: Caller Name:Andrew Callback Number: 5162095417 / Ext 101/ 5162095206 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: --Main number is called-- It drops -- Caller was on hold fro 40 minutes, call got DC no one called back -- Provided Estimated Timeframe: Y Troubleshooting: -- Test Call 8003578417, assigned to call queue - Checked call log -- Call log show that it was accepted but I was unable to hear anything -- Called customer (Maria) at 5162095206, confirmed that she did take the call but was unable to hear anything from her end as well -- 5162996970-- another company experiencing the same issue00 -- Asked if I could use the credentials for Ext 6302-- -- Screen sharing agreed-with MAria -- Reinstalled the RC app -- Still, unable to hear anything via the app -- Web app works fine with headset-- Advised Maria, Issue is with computer -- Andrew has to go on lunch-- Unable to talk to him to explain the situation Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Natasha Prinkleton-- 5168172161-- CASE #: 16837271 Incontact ID:456292031117 User ID:62937378031 RC #: (540) 446-2871 # of DLS: Caller Name: Steve Callback Number: (540) 779-5053/ Ext 104 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Issue with users, cant send -- Ext 332 and Ext 246 are the one affected -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on SMS logs --Ext 332 (540) 446-2871-- Ext 246 (540) 288-4015 -- Test Message from my number to the numbers are not sent -- Create a Telco ticket to re-provision the numbers involve for SMS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Ext 181- (540) 283-0222 Ext 234-- (540) 427-7229 CASE #: 16837739 Incontact ID: 456292091333 User ID: 713366048 RC #: 9787049795 # of DLS: 38 Caller Name: Christine Callback Number: 9787049795/ Ext 102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: Christine wants to let another carrier take over the SMS for the numbers on the account -- Monitor SMS capabilities -- Texting will go to Twilio -- Change the sub carrier- for SMS Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- (978) 704-9795, (978) 328-0319, (978) 707-5502 -- Numbers involved -- Advised by FS to create a ticket escalated to Telco to disable SMS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16837872 Incontact ID:456292116229 User ID: 62860805008 RC #: 5156661946 # of DLS: Caller Name: Melissa Callback Number: 5156661946/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Changing main number -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Wants a 330 area code-- 330) 787-8910 -- Process the Swap in AI -- Main Number changed from (515) 666-1946 to 1 (330) 787-8910 -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16838073 Incontact ID: 456292133952 User ID: 1337674011 RC #: (303) 365-0051 # of DLS: Caller Name: Mitch Callback Number: (720) 523-0279 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Jen from Sales- -- MAC- auto populates entire screen -- 2 Desk phones- 500 POly-- 0004F2BC5937 0004F2BC4D90 -- Unable to accept the call-- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to do screen sharing- customer agreed -- Line went silent-- CB: Contact ID:(720) 523-0279 456292151042, Left VM- -- Called customer back Contact ID: 456292153805-- Got Customer back -- Changed incoming call to appear on Phone APp -_ Customer is frustrated with the RC app interface -- Provided info- That we are constantly improving our service -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 11.7.1.1-- Version CASE #: 16839863 Incontact ID: 456292308676 User ID: 1776922010 RC #: (618) 526-7777 # of DLS:1129 Caller Name: Trista Callback Number: Ext 104 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- App is not ringing -- Customer wants the app to ring as well when calls goes into company number Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Guided customer in changing incoming company calls to call queue -- Added a member on the call queue- Ext 105 --- Test Call-- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16840020 Incontact ID: 456292340105 User ID: 183644009 RC #:8564483371 # of DLS: Caller Name: Michale Callback Number: 8564483371 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Needs to change - call routing -- Verify the notifications about call monitored-- Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer to log into admin portal -- Guided customer in creating a custom rule -- Guided customer in uploading a customized recording greetings -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16840840 Incontact ID: 456292370989 User ID:62823122031 RC #: 3614002920 # of DLS: 11 Caller Name: Noemi Callback Number: 3612221208/ Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Over a month of issues- -- 2 of the phones are not ringing- -- Provided Estimated Timeframe: Y Troubleshooting: -- No access to admin portal -- Checked on cases, A fraud case has been created -- Provided information about being escalated to the back end team-- -- She did not receive a call from her AM-- 16762669 -- Customer insists to speak to Supervisor,-- -_ Customer has access to admin portal-- -- Screen Sharing with customer -- Ext 101- 106 are not ringing -_ Add as member of call queue-- Phone Rang-- -- Removed 2 lines on Ext 107 -- Still unable to do SMS-- As per comments section in AI dated 11/17 , customer already sent a VALID CCAF -- Needs the account to be reactivated _ Wants to remove 2 licenses-- -_ Callback requested- Endorsed to ORT 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