New Notes

Incontact ID: 194855585702 RC#: 9793145368 User ID: 200139048 Caller Name: Donna Busse Email: donnabusse65@gmail.com Callback Number: 9364191654 Account Verified: Y Admin/User: Admin Issue: For Donna| Customer is not able to access the mobile app | Assisted by Ronald Troubleshooting: - Customer is fully verified - Customer mentioned that she don't have extension number - Customer is not able to access the mobile app - Customer confirmed that he is accessing her acct on the mobile app - Customer also mentioned that she already try to reset the but she got an error message need to called support - Customer also mentioned she create another acct - Customer has a duplicate acct using same email address - Access admin portal and change the customer password on the UID 200139048 - Advice customer that need to cancel one of the acct which is 199688048 - Call disconnected called back the customer - OB InContact - 194855637576 - Advice customer that I will transfer the call to the cancellation team - Warm transfer to cancellation OB Contact - 194855637576 (979) 413-5311 Welcome123! free acct - destroy inContact Contact Id: Digital Line - Inbound/Outbound Virtual Number -Inbound only (979) 314-5368 936) 955-5190 - need to destroy ************** Incontact ID: 194964128097 RC#: 3107734956 User ID: 291654030 Caller Name: Imad A Shilleh Email: Alshilleh@gmail.com Callback Number: 9515341839 Account Verified: Y Admin/User: Admin 888 898 4591 Issue: For Imad | Not able to send and receive text message| Assisted by Ronald Reported number (310) 773-4956 ext 101 Troubleshooting: - Customer is not able to send and receive text message - Customer is already logout and login but still having the issue - Advice customer that there is no reported ongoing issue - Advice customer that I will escalate the issue to re provisioned the number - Customer is not happy and want to speak to a supervisor - Customer mentioned he is losing money Additional Info: - Check AI and found out that SMS service is not enable - Check if there is any billing issue and inform customer no billing issue - Advice customer it will take for 24 hours for the issue to be resolve - Advice to wait for a callback around 2 PM - Send request to re provisioned and enable the phone number OB Contact ID: 194964326287 - Called customer and inform him that his phone number was tagged for phishing - Customer mentioned that he did not sent a shorten url - Advice customer that his SMS feature will be re enable again within 24-72 hours - Mentor sent email to fraudresponse@ringcentral.com - Customer has another inquiry about the desk phone he bought from ringcentral which is Yealink SIP T48U - Customer said that when he plugged the device it has an error message no wifi adapter found - Since this is a provisioning issue advice customer to contact the team for assistance - Number provided to the customer SIP T48U 888 8984591 Option 3 Account Verified Y/N: Y How many phones are affected?: 1 Error on the Display Screen: Extension Number in Issue: (Provide all that applies): N/A Serial Number of the phone: 814962107E605256 Make and Model: Yealink SIP T48U Digital Line: N/A Other Notes: Is the customer on the same location where the phone is?: Yes Internet connection working?: Yes Additional Question -Phone has user extension and DL assigned: Y -Customer's internet connection is working: Y -Phone is powered ON: Yes (310) 773-4956 OB Contact ID: 195065314831/195065338538 ************************************************************ Incontact ID: 194965355550 RC#: 6694440992 User ID: 194701048 Caller Name: Adam Tracey Email: adamrathaeltracey@icloud.com Callback Number: (831) 588-9253 Account Verified: Y Admin/User: User Issue: For |Want to change the phone number | Assisted by Ronald Troubleshooting: - Customer called and want to change the outbound SMS caller ID - Assisted the customer to change the number in Admin portal - Customer also ask if there is SMS template for sending out messages - Inform the customer the feature is not yet available on the ring central app - Advice customer he can also visit the support page if he has other issue - EOC 2025592337 ----> For call forwarding issue If extension is not yet activated the question is what number is being dialed ****************************************************** Incontact ID: 195065172414 RC#: (310) 299-7624 User ID: 1992274027 Caller Name: Frank Email: support@diemtheapp.com Callback Number: 2897280700 Account Verified: Y Admin/User: Admin For Frank| Not able to send and receive SMS on 2 numbers 2129776810, 9172544442 | Assisted by Ronald Issue: - 2 number is read only - Customer want to change the company main number - Customer want to redirect all the messages to ext 103 Troubleshooting: - Check the 2 number 2129776810, 9172544442 in admin portal and found out SMS NOT SUPPORTED - Customer confirmed that the link they sent is not a shorten URL - Customer is not happy at all because it's happen all the times - Advise customer that I will escalate the issue so that we can re provision both number - Inform customer that we need to wait 24-72 hours for the back office team to complete the request - Advice customer that we will give him a callback once we received an update - Changed the main number from (310) 299-7624 to 2124414374 - SMS message customer wants extension 103 will be the recipient of all SMS Main Number changed from (310) 299-7624 to 1 (212) 441-4374 2129776810 9172544442 2124414374 - ************* Incontact ID: 195161052502 RC#: 4239332144 User ID: 568689040 Caller Name: Carmela King Email: mrelectrictn@outlook.com Sign up Date: 03/22/2021 Callback Number: 4234980061 Account Verified: Y Admin/User: Admin Issue: For Carmella King | Extension 102 email address is already in use| Assisted by Ronald Troubleshooting: - Customer called because ext 102 is not able to login on both the desktop and mobile - Customer already uninstall the app and re install it again but still the same - Customer mentioned that every time user login using the email address there's an error message "email already in use" - Check admin portal for the registered email of ext 102 and it's not the correct email address - Customer confirmed the email address and it should be tricities.csr2@mrelectric.com - Request for the freyja acct to be disable - Request completed update the email address in admin portal advice customer to login using the email address - Customer has another issue with the call queue - She don't want to be included on the call queue - Assisted the customer on how to select the correct call queue without her name included on the group - Recap what has been done on the acct - Survey spiel provided - Customer agree to closed the case customer order a phone add in the call queue business email already use Ashley Phillips (423) 207-1250 Angie Wagner (423) 635-7166 / (423) 933-2144 102 Carmella King (Super Admin) (423) 498-6541 ****** Incontact ID: 195162499526 RC #: 4039102373 UID: 309293026 Sign-Up Date: 09/28/2020 Name: Ron Wipf Callback #: 4039102373 Email: ron@handhillscabinets.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 Issue: For Ron | Setting up call forwarding| Assisted by Ronald Troubleshooting: - Customer called in and initial request of changing the email address of the super admin - Customer also want to the calls to be forwarded from the main company number to John's extension which is ext 103 - Offer customer a resolution to change the name of super admin to John's name but also inform the customer that process is tedious - Also offer the customer to change the role of John from MVP to super admin which the customer agree - Change the role of John and informed the customer about the changes on the acct - Change the IVR settings from ext 101 to 103 several times but customer still not satisfied - The call disconnected while doing some changes on the acct - Not able to confirm where the voicemail will be routed after ext 103 failed to answer the call - Callback the customer but no answer leave VM - OB 195267543219 (587) 287-5380 5872875378 OB 195268303296 - Called customer on the callback number - Spoke to Ron and confirmed that all voicemail will be routed to ext 103 - Explained to the customer that all calls will now be routed to ext 103 - Customer also confirmed that all of the settings is now correct - No other concern agreed to close the case ****** Incontact ID: 195268323807/ 195268391015 RC #: 8653132656 UID: 2634095020 Sign-Up Date: 08/31/2019 Name: Greg Seeber Callback #: 8657554365 Email: greg@shaedesigns.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 8 Issue: For Greg | Setting up Custom rules| Assisted by Ronald Troubleshooting: - Customer called because he mistakenly deleted the customer rules - Ask customer after dialing the company number where the call will be routed - Customer mentioned that when someone dialed the main number it should be routed to a custom rule - Check custom rule and all of the custom rule is empty - Customer also provide a case number 10774985 way back 5/2020 but it was a call forwarding issue - Customer keep on insisting that he deleted a custom rule but the customer did not recall what custom rule he want to setup - Customer want the settings to remained the same and he will call us back once he figure out what to do next - While creating a case number the call disconnected - Callback the customer but it was routed to VM - Leave voicemail Greg - Admin Made a mistake Case# 14402792 865 313 2656 610878 if going to user acct 10774985 Dialed Number ---> where the call will be routed ----> I need to know what extension to create a customer rules ----> assist to set up the customer rules ******** Incontact ID: 195268993449 / 195269021111 RC #: 9543172361 UID: 218732041 Sign-Up Date: 03/12/2021 Name: Rebecca Molina Callback #: 9546487283 Email: rmolina@rosadosearch.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 5 Issue: For Rebecca | QOS Issue (Static and lines cutting off)| Assisted by Ronald Troubleshooting: - 203 static and cutting off, stated 2 days ago - Customer is using wired headset - Already logout and log back in still the same - Callback customer on this number 9543172364 - Advise uninstall the app but customer is on the phone and the call - Customer mentioned that yesterday issue started the whole morning - As of now the issue is not affected the phone calls - Informed the customer that there is no reported outage or issue on the backend - Customer run a speed test connected thru Wi-Fi and the speed is 37 mbps download and 22 mbps upload - Advise customer if the issue re occurs again she need to logout and log back again in the RingCentral app - Plugged the headset on a different port - Run a speed test and if still static and cutting off call us back - Provide case number to the customer Yesterday the whole morning Rebecca Molina 9543172364 ******** *For CNR* Enroll to CNR Incontact ID: 195269304928 RC #: 7034483800 UID: 62592734031 Sign-Up Date: 07/28/2020 Name: Karla Callback #: 7036273400 Email: scheduling@barlowmd.com Account Verified Y/N: Y Admin/User: User Total Account DLs: 4 Issue: For Karla | Call forwarding issue | Assisted by Ronald Troubleshooting: - Customer is not receiving the call on her mobile after setting up the call forwarding - Customer also mentioned that all the call is routed to VM - If the direct number of ext 104 was dialed and no one answer the call it should be routed to her mobile phone which already set up - Check the behavior of the call settings it's all correct - Do a test call after ringing the desktop and mobile app the call is router directly to the VM instead ringing the desk phone and ext 101 - Customer mentioned that DND on the desk phone in ext 104 is turned off - Since customer is not in the office we cannot perform additional troubleshooting - Customer will check again the DND on the desk phone in ext 104 and she will call us back - Case number provided to the customer Only see missed call not able to receive phone call Contact ID: 195370143545 - Called customer on the callback number but response - Leave voicemail and email 7036273400 ******** 14394396 Incontact ID: 195369056783 RC #: 3128000000 UID: 1531626021 Sign-Up Date: 05/15/2018 Name: Marisol Zambrano Callback #: 3127950525 Email: marisol@walnerlaw.com Account Verified Y/N: N Admin/User: User Total Account DLs: 23 Issue: For Marisol | Want to change the direct ext number| Assisted by Ronald Troubleshooting: - Customer want to replace the number of his ext - Acct has a 23 DL's - Warm transfer to higher DL acct Replace a new for 3127950525 225 ******** Incontact ID: 195370174965 RC #: 9783911700 UID: 698459040 Sign-Up Date: 04/22/2021 Name: Laura Gustafson Callback #: 9784001631 Email: lgustafson@inhomecarema.com Account Verified Y/N: Y Admin/User: Yes Total Account DLs: 5 Issue: For Laura | Setting up call forwarding for ext 104| Assisted by Ronald Troubleshooting: - Customer called and she mentioned that ext 104 call forwarding is not working - Customer mentioned that they do some changes in ext 104 - Check admin portal and all settings are correct and no conflict on the custom rules - Customer mentioned that when the main company number is dialed it should be answer by all of the extension - Customer confirmed that DND is off on the desk phone - Turn off the Always ring for at least 30 seconds before forwarding is completed for testing purposes - Still the call is forwarded to voicemail - Login to ext 104 admin portal and confirmed that DND is enable - I disable the DND in the admin portal - I do a test call and and call was successful - Customer do a test call as well and she confirmed it's now working - No further assistance required - EOC 29783911700 (205) 729-6355 ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** When to create a CIF case ********** For callback later Left VM SMS is now enable Incontact ID: 195482518238 RC #: 2392205107 UID: 397143040 Sign-Up Date: 01/28/2021 Name: Kenneth Troy Tornhill Callback #: 2395603091 Email: healthyhomeinspectionsfl@hotmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ******* Customer reply thru email issue still persist after doing the TS Will contact again the customer Incontact ID: 168242984941 RC #: 7165653825 UID: 333637029 Sign-Up Date: 07/07/2021 Name: Laura Becerril Callback #: 7166504452 Email: laura@nicklecity-pm.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 InContact OB: 193601034067 - Called customer on the callback number to ask if the issue is now resolve - Base on the email reply issue still persist - Spoke to Laura and she confirmed that issue is now fixed - Ask permission if I can now closed the case - Customer agreed to close the case - Offer survey spiel - EOC ****** Need to call cx to ask if he already email fraudresponse@ringcentral.com 1st callback no response Incontact ID: 168243189386 RC #: 9782747680 UID: 236607048 Sign-Up Date: 01/24/2022 Name: Alexis Accomamdo Callback #: (412) 501-3816 Email: gateway01471@outlook.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 0 ***** Assigned to support T2 Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Need to call customer and to confirm if the app is now working to close Case closed Incontact ID: 195482620061/195482732548 RC #: 8447527546 UID: 198404037 Sign-Up Date: 04/30/2019 Name: Deeji Lesueur Callback #: 8447527546 Email: deeji@aplgo.us Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ****** 1st call no answer Incontact ID: 193601102251 RC #: 9413653435 UID: 62881660031 Sign-Up Date: 11/19/2021 Name: Ryan Thompson Callback #: (941) 296-7218 Email: rthompson@jlbainbridge.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ***** Incontact ID: 193601925482 / 193602002619 RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Contact ID: 195813628504 - Callback the customer on the callback number 4124981966 - Customer confirmed that he has the same issue on the desktop app - Customer try to dial out again and now it's working - Customer mentioned that he is not happy for the inconvenience and asking for a refund - Advice customer to expect a call from my manager ***** Incontact ID: 195813359485 RC #: 2604899884 UID: 62287638023 Sign-Up Date: 11/30/2018 Name: Christine Pichardo Callback #: (419) 494-4190 Email: christine@lemanfinancial.com / christine@momentumwells.com **** Closed Contact ID: 195813649309 - Callback the customer on the callback number (419) 494-4190 - Customer they still have issue on their end - Customer confirmed that the recording is now working and they using it as of the moment - Advise customer for future reference she can visit the support.ringcentral.com - Agreed to close the case - Advise customer about the short survey ***** Incontact ID: 195812777333 RC #: 4706812639 UID: 791974040 Sign-Up Date: 05/20/2021 Name: Emily Barber Callback #: 5309574938 Email: emilyb@allydvm.com ***For monitoring until Friday*** Contact ID: 195813658764 - Called the customer on the callback number 5309574938 - Customer mentioned that the issue is now resolve as of the moment - She also mentioned that she is not receiving a call - Check call queue and her name is not there - Customer mentioned she is included on a call queue (Customer support) - The manager accidentally delete her name on the all queue but the manager able to include her name again on the queue - Customer want to monitor the issue until Friday - Advise customer that I will call her back on Friday (2 AM MNL Time) - Provide the case number to customer ***** RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com ***** ****To closed**** Incontact ID: 195812535477 RC #: 3233123080 UID: 255753048 Sign-Up Date: 01/28/2022 Name: Jeff Henrich Callback #: 4243245491 Email: jhenrich@tandemcareplanning.com Account Verified Y/N: Y Contact ID: 195813697359 - Called customer on the provided callback number - And he mentioned that he already recorded again the greetings and now working properly - Customer mentioned that I can now closed the case - Advice customer about the support site of ringcentral - Advice customer about the short survey ******* RC #: 5158159887 UID: 242405048 Sign-Up Date: 01/26/2022 Name: Douglas Miller Callback #: 8163676399 Email: collegeprocoatings123@gmail.com Account Verified Y/N: Y Contact ID: 195813706431 - Callback customer on the provided callback number 8163676399 but no response - Left voicemail and email ***** For callback tomorrow Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 Issue: For Prince Thapa | Want to show the main company number| Assisted by Ronald Troubleshooting: - Customer want to know how to setup the main company number will show on the caller id - Customer also want to setup the main company number as caller id for outgoing SMS - Inform customer for outbound caller ID we can set it to all user ext - Also inform the customer for SMS ID we can only set it to one ext - Customer is also not able to send SMS to all numbers and the error message is Delivery failed - Customer provide 3 sample numbers that was sent at 9AM and 9:05AM 4693513374 4692422927 4693513705 - Customer also mention when the their customer dialed the main company number it showing spam on their customer end - Advice customer that we need to investigate the issue and updated will be provided once available - Assist customer to setup the call forwarding - Customer asked if we he can change the voice from the greetings - Advise customer that I will get back to him once how he can do it - Asked customer to do a test call and after doing that customer confirmed it's now working