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For Customer’s Name| Forward calls when working from home| Handled by Gerardo. Quiros Customer Name: Kimika Ronalds UID:62838642008 InContact ID:456782370074 Extension #: 1103 RingCentral phone number: 9194790188 Best callback number: 9194790188 Email address: timika@homeslame.com Customer's preferred callback time (with timezone): Admin: Standard Account Verified: Yes by IVR Issue: Forward calls to her external (6314498113) when she has to work from home Troubleshooting: (steps taken to address the issue) -She does not has access to the website on the ring central desktop app -Explained that on setting >Phone incoming call > and add her mobile phone number -Checked the settings for Phone is for the desktop app Recap: no Support Site provided: NO Survey Spiel: NO Resolution: Will contact her on Monday she will test if it will work when she works from home. ---------------------------------------------------------- FOR RESOLVED CASES CASE #: ISSUE: ISSUE RESOLVED: Y SURVEY SPIEL: Y/N --------------------------------------------------------------- FOR QUICK QUESTIONS ISSUE: UID:  ---------------------------------------------------------------- Internal Processes (WIKI): Verification Process https://wiki.ringcentral.com/x/XaGFHQ Self-Service Enhancement IVR https://wiki.ringcentral.com/x/fRp1H Feature Request https://wiki.ringcentral.com/x/vsaCFw Community Ideas https://ideas.ringcentral.com Case Disposition / IWF https://wiki.ringcentral.com/x/sREmEg SF Case Severity https://wiki.ringcentral.com/x/z-ioE Case Management https://wiki.ringcentral.com/x/ghpxF CNR Automation https://wiki.ringcentral.com/x/SSrEGw GSS Escalation Template https://wiki.ringcentral.com/x/Au7fGg Tier 2 vs. QOS https://wiki.ringcentral.com/x/aIu2Ew Escalation Guidelines to Support Tier 2 https://wiki.ringcentral.com/x/3Z_hHg Escalation Guidelines to Integration Support https://wiki.ringcentral.com/x/PHJ7Hg Escalation Process to RC App Queue Support Team https://wiki.ringcentral.com/x/vWMgHQ Provisioning Team Hand Off Process (2-19 DLs) https://wiki.ringcentral.com/x/osy6Ig Escalation Guidelines of Tier 1 Agents to FS and Tier 2 Process https://wiki.ringcentral.com/x/AUS2 Support Handling of Billing-Related Issues https://wiki.ringcentral.com/x/-3ZPHQ Escal Guidelines for Sales-related concerns via (CIF) https://wiki.ringcentral.com/x/swIBIQ Sales Handoff Quick Reference Guide https://wiki.ringcentral.com/x/f14AJQ Shipping Playbook https://wiki.ringcentral.com/display/public/RNU/Global Services and Solution Shipping Playbook and Processes for RC Directs https://wiki.ringcentral.com/pages/viewpage.action?pageId=486520550#expand-3ShippingandCaseProcess Order Change Request https://wiki.ringcentral.com/x/NTAzH Delivered to Wrong Address Issue https://wiki.ringcentral.com/x/7zUzH Device Return Process https://wiki.ringcentral.com/x/cVYzH Refund Request https://wiki.ringcentral.com/x/SDozH Missing Parts https://wiki.ringcentral.com/x/uVMzH Order Status and Follow up Process https://wiki.ringcentral.com/x/_FYzH Device Replacement under Warranty https://wiki.ringcentral.com/x/OVQzH Handling of On Hold Request https://wiki.ringcentral.com/x/iU8zH Invalid Phone RMA Loopback Process https://wiki.ringcentral.com/x/UpFIH Case Disposition / IWF https://wiki.ringcentral.com/x/sREmEg SF Case Severity https://wiki.ringcentral.com/x/z-ioE Case Management https://wiki.ringcentral.com/x/ghpxF CNR Automation https://wiki.ringcentral.com/x/SSrEGw FullWith@453274