Untitled Note

For Jaime | Account Access - Resolved by Jam Case ID: 20087690 inContact ID: 470498324101 User ID: 1766951021 RC Phone Number: (303) 7914604 Customer Name: Jaime Mendoza Company Name: The Bluffs at Highlands Ranch Call back #: (303) 791-4604 Email Address: Bluffshighlandsranch@Avenue5apt.com Number of DLs: 26 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • unable to access account • where vm are going TS Performed: Complete step-by-step documentation • asked customer to log in and do forgot password option • customer was able to reset password and log in to account • guided customer to update SQ for extension 101 • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • reset password Case Number: 20087690 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Abdul | Account Access - Resolved by Jam Case ID: 20088072 inContact ID: 470498355849 User ID: 2976551036 RC Phone Number: (888) 4046425 Customer Name: Abdul muneeb Quraishi Company Name: Promotional bill discounts Call back #: (320) 244-0840 Email Address: Customersupport@promotionalbilldiscountsllc.com Number of DLs: 0 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • unable to access account TS Performed: Complete step-by-step documentation • updated SQ for extension 101 • customer was able to update and access his account • guided customer to log in to app • enabled automatic call recording for inbound and outbound • no other concern • transfer call to TCR for additional concern • TCR case 20088434 • transfer call to Katherinne Garcia • case closure confirmed • end of call Resolution: How the issue was resolved • reset password Case Number: 20088072 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** #####NO CASE YET###### For John | Port In Inquiry - Resolved by Jam Case ID: 20093073 inContact ID: 470498394674 User ID: 62983528023 RC Phone Number: 16502788922 Customer Name: John David Felt Company Name: TWPD LAW Call back #: (504) 3837653 Email Address: jfelt@twpdlaw.com Number of DLs: 146 Account Verified (Admin): Yes | Ext. # 291 Issue / Customer Request: • port in process inquiry • said that he already filled out the port in template for number mapping and just want to ask if he still need to do something on the admin portal TS Performed: Complete step-by-step documentation • inform customer that he don't need to do anything on the admin portal • so long as he mapped number correctly on the template then that should be it • he just need to submit or upload it on the portal • no changes / TS made on account • end of call Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Cheyne | Port In Phone Number - Resolved by Jam Case ID: 20088814 inContact ID: 470498415715 User ID: 2551525044 RC Phone Number: (434) 2275634 Customer Name: Cheyne Finnicum Company Name: Hyatt Browning Shirkey Law Firm Call back #: (540) 397-7188 Email Address: archive@hbsesqfirm.com Number of DLs: 1 Account Verified (Admin): Yes | Ext. # 103 Issue / Customer Request: • port in phone number 5403249288 TS Performed: Complete step-by-step documentation • guided customer to submit port in request • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • guided customer to submit port in request Case Number: 20088814 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Amanda | Activation Link - Resolved by Jam Case ID: 20089421 inContact ID: 470498443234 User ID: 728675018 RC Phone Number: (701) 5164637 2182039892 Customer Name: Amanda Perkovich Company Name: Legacy Medical LLC Call back #: (218) 966-4242 Email Address: amanda.perkovich@legacymedical.com Number of DLs: 8 Account Verified (Admin): Yes | Ext. # 113 Issue / Customer Request: • activation link expired TS Performed: Complete step-by-step documentation • send welcome e-mail to amanda.perkovich@legacymedical.com • customer was able to set up and access her account • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • send welcome e-mail to amanda.perkovich@legacymedical.com • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Jasmine | Call Forwarding to (470) 947-2678 - Resolved by Jam Case ID: 20089512 inContact ID: 470498445739 User ID: 63356084004 RC Phone Number: Customer Name: Jasmine Scott Company Name: Our House GA Call back #: (470) 4082463 Email Address: jscott@ourhousega.org Number of DLs: 73 Account Verified (Admin): Yes | IVR verified Issue / Customer Request: • when someone call (470) 905-3425, calls should not be forwarded to extension 230 TS Performed: Complete step-by-step documentation • checked phone numbers • (470) 905-3425 is assigned to Program Assistant DEC extension 605 • checked call forwarding set-up of extension 605 • no forwarding set up to extension 230 • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved by Jam Case ID: 20087850 inContact ID: 470498486744 User ID: 527747022 RC Phone Number: (513) 6530607 Customer Name: Heather Company Name: RPG Industries Call back #: (513) 653-4550 Email Address: halbert@rpgindustries.com Number of DLs: 7 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • calling about open case 20087850 • phone provisioning TS Performed: Complete step-by-step documentation • error message on phone "line unregistered" • all of their phones are getting the same error • customer connected the phone to different network > no go • created RC meeting • https://v.ringcentral.com/join/786719616 • access GUI • factory reset device • proceed with assisted provisioning • DHCP Menu > Boot Server > Static • Server Type: HTTPS • Server Address: pp.ringcentral.com/pp • Server User: • Server Password: • phone rebooted • set up e911 on extension 102 • still getting the same error after re-provisioning • set DNS > no go • customer said that they have a network set-up / firewall settings but it was already cleared out and whitelisted RingCentral prior calling us • ping "destination host unreachable" • customer unable to continue since she needs to go • said she will just call next week • leaving the case open • end of call Device : Poly Edge E320 IP Phone Serial Number : 4825671310CE User : Ernie Booher - Ext. 102 Phone Number : (513) 653-4550 IP Address : 192.168.2.117 Device : Poly Edge E450 IP Phone Serial Number : 48256797C3DC User : RPG Industries - Ext. 101 Phone Number : (513) 653-4231 IP Address : 192.168.2.117 Instance ID : Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Scott | Polycom Phone Provision - Resolved by Jam Case ID: 20092425 inContact ID: 470660660313 User ID: 63090068023 RC Phone Number: (423) 8885896 Customer Name: Scott Hopkins Company Name: MOLLY MAID of N. Nashville, Sumner,