11:15 | 2:30 | 4:45
By: Anonymous12/2/202152 views Public Note
Outbound logs:
Called (727) 557-8242 for follow up
Outbound Contact ID: 168241891239
Reached VM, Left message
Email sent
======================================================================================
CASE 14101959
Contact ID: 168241877662
RC Number: 7329129005
Caller's Name: Dawn
Account Verification: Y,Ext 102- Super Admin
UID: 455386028
Callback Number: 7329129005
Email: Dawn.Anderson@teamnai.com
# of DL’s: 229
Troubleshooting Steps:
Need help on their Call Queue, Ext 102
Reso:
Transferred to Higher DL support
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
Additional Notes:
Called USTS 100 | Contact ID: 168241883711, Someone answered but ended the call
Called USTS 100 | Contact ID: 168241887248, Able to speak with Jasmine
Transferred call to Jasmine - 168241877662
===========================================================================================
CASE 14102330
Contact ID: 168241910733
RC Number: 6177311015
Caller's Name: Grasiela
Account Verification: Y
UID: 62751975007
Callback Number: 7813645966
Email: grasiela@weinsurema.com
# of DL’s: 5
Troubleshooting Steps:
Phone not ringing when main number is being dialed, Ext 109
Yesterday it was working but it stopped ringing
Reso:
Phone is online, has 6 rings
Based on their current settings, all incoming calls during business hours will be routed to Call Queue. Insurance (Ext 1)
Checked members, her extension is not included on the Call Queue
Added her as a member on the Call Queue, Insurance (Ext 1)
Let her place a test call and it is now working
No other concerns raised, All set
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
CASE 14102850
Contact ID: 168241934706
RC Number: 5123584380
Caller's Name: Melisa
Account Verification: Y
UID: 62887094031
Callback Number: 8306131233
Email: melisa@northaustincpa.com
# of DL’s: 3
Troubleshooting Steps:
Received new phones and need help setting up Speed dials
Melisa Zaversnik - Ext. 101
Phone number: (512) 366-3003
SN/MAC: 805E0C2DCAE5
Make and Model: Yealink T33G Gigabit Business Phone
Duplicate: NA
Activated Extension: Yes
Reso:
Offered remote support , disclaimer disclosed |https://meetings.ringcentral.com/j/4903530763
Verified that customer just want to see other member's status , need help setting up Presence
Walk her thru on admin portal how to set Presence for Ext 101
Ext 102 and Ext 103 has already presence set up
Phone rebooted and explained how it works
All set, no other concerns raised
Promoted Support Site: Y
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
CASE 14104331
Contact ID: 168242078228
RC Number: 7182857453
Caller's Name: Peter
Account Verification: Y
UID: 3154222020
Callback Number: 9172541619
Email: albert@at-yg.com
# of DL’s: 6
Troubleshooting Steps:
Wish to change the Caller ID Name for Phone number, 7182857453
CNAM: Peter Rodriguez
Reso:
Customer said that he already requested for this to be changed.
He was advised that it was already done but its not changed yet
Advised customer that we have requested for the CNAM to be updated
Advised that it will take within 24-48 hours for it to reflect
Will call him back once updated
Provided case number, 14104331
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
Outbound logs:
Called 9172541619 for follow up
Outbound Contact ID: 168242251548
Able to speak with Peter, let him know that CNAM has now been changed to CNAM: PETER RODRIGUEZ
Customer said that he have to take a phone call right now and he will be just calling us back later
===========================================================================================
Contact ID: 168242109963
DC
No audio
CASE 14105908
===========================================================================================
Contact ID: 168242116005
RC Number: (318) 717-1694
Caller's Name: Rory
Account Verification: Y
UID: 251189028
Callback Number: 3188342679
Email: randerson@gomortgage.com
# of DL’s: 3
Troubleshooting Steps:
Harvey from T1 transferred the call
Case 14104420
Getting Network unavailable prior of reboot and now getting PU-RMVD on the phone , Ext 11
Shantelle LeBlanc - Ext. 11
Phone number: (318) 717-1410
SN/MAC: 805EC07E2813
Make and Model: Yealink W60P Cordless Phone with 1 Handset
Duplicate: None
Activated Extension: Yes
IP: 10.1.10.241
77.83.25.5
Factory Installed
Reso:
Checked IP: 10.1.10.241
Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763
Accessed GUI, admn802364898028pwd
It wont take the pw or the default admin password
Walk the customer thru on doing a factory reset on the phone
Tried pressing and holding down OK button, but it did not do anything | https://support.ringcentral.com/article/Deskphones-Yealink-Factory-Reset.html
Shantelle took over and guided her doing the reset | Followed this link; https://telzio.com/support/factory-reset-w60b
Verified that the MAC is different on the Admin portal, changed the MAC assigned to Ext 11 from 805EC07E2956 to 805EC07E2813
Phone rebooted and went online
Test phone, working for outgoing and incoming
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: N
===========================================================================================
Contact ID: 168242195073
RC Number: 2512643009
Caller's Name: Shelia
Account Verification: Y
UID: 2261954004
Callback Number:
Email:
# of DL’s: 6
Troubleshooting Steps:
Phone is not ringing, Ext
Ext
Phone number:
SN/MAC: A44C11A0AB8C
Make and Model: CISCO IP SPA525G
Duplicate: None
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID: 168242263432
RC Number: 8323808215
Caller's Name: Richard
Account Verification:
UID: 62900119031
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
New account
Able to set up number for the office and how to make outbound calls from
disconnected
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID: 168242278083
===========================================================================================
CASE 14106010
Contact ID: 168242278856
RC Number: 19094518521
Caller's Name: Ina
Account Verification: Y
UID: 149740035
Callback Number: (951) 275-3901
Email: ina@wholechildtherapy.net
# of DL’s: 6
Troubleshooting Steps:
Carmela from T1 transferred the call
Re-provision phone
Case 14106010
Ext 104
Phone number: (909) 284-8898
SN/MAC: CCQ22290SMM
Make and Model: Cisco SPA-303 Desk Phone
Duplicate: None
Activated Extension: Yes
IP: 192.168.1.5
Reso:
Getting Phone user Removed error on the phone
Checked IP: 192.168.1.5
Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763
Accessed GUI,
Typed 192.168.1.5/admin/resync
Phone rebooted
Phone went online
Test call done by customer, working on outgoing and incoming call
All set and working
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
CASE 14106520
Contact ID: 168242318245
Caller's Name: Hannah
Troubleshooting Steps:
IRM
===========================================================================================
Contact ID: 168242351628
DC
CASE 14106770
===========================================================================================
CASE 13904586
Contact ID: 168242377942
RC Number: 6788996995
Caller's Name: Victoria Smith
Account Verification: Y
UID: 303444030
Callback Number: 6786849925
Email: xbatres@farmersagent.com
# of DL’s: 3
Troubleshooting Steps:
Reggie from Implementations transferred the call
CASE 13904586
Customer need help provisioning Third party Yealink Phone
Victoria Smith - Ext. 1001
Phone number: (678) 784-4763
SN/MAC: 805E0C18EC50
Make and Model: Yealink T48S
Duplicate:
Activated Extension:
IP: 192.168.1.84
Reso:
Checked IP: 192.168.1.84
Offered remote support, disclaimer disclosed |https://meetings.ringcentral.com/j/4903530763
Accessed GUI, entered provisioning server
https://yp.ringcentral.com/provisioning/yealink/T48S
Phone went online
Set up Presence
Showed him how to set it up thru Admin portal
Set up Speed Dials
Customer placed test calls, working
All set
Customer wish to set up speed dials for the other phones
Set expectations that features will not work with phones that are manually provisioned
Customer understood
No other concerns raised
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
Contact ID: 168242457545
DC | 4 SECS Call
CASE 14108250
===========================================================================================
CASE 14108323
Contact ID: 168242473508
RC Number: (386) 356-5750
Caller's Name: Zoe
Account Verification: Y
UID: 62903382031
Callback Number:
Email: britedecks@yahoo.com
# of DL’s: 1
Troubleshooting Steps:
Panfilo transferred the call
Case 14108323
Customer need help activating a phone
Wayne Beckett - Ext. 101
Phone number: (386) 356-5751
SN/MAC: 805E0C0D5BFD
Make and Model: Yealink T33G Gigabit Business Phone
Duplicate: None
Activated Extension: Yes
IP: 192.168.1.68
Reso:
Customer dont have any computer we can use
Walk her thru on Web UI on her mobile phone
Entered provisioning server: https://yp.ringcentral.com/provisioning/yealink/$PN | https://support.ringcentral.com/article/8728.html
Set DNS | Primary DNS: 8.8.8.8 | Secondary: 4.2.2.2
Phone rebooted but still offline
Advised her to check the MAC under Status tab
Correct MAC: 805E0C0D5BFD
Updated the MAC on AI
Phone rebooted
Phone went on firmware update
Phone went online
Customer placed test call
Both worked for incoming and outgoing
All set
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
Contact ID: 168242554775
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Mark from Sales
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
CASE 14109457
Contact ID: 168242561402
RC Number: 8502440811
Caller's Name: Fred
Account Verification: Y
UID: 268267023
Callback Number: 8502409012
Email: fredt@thomcoent.com
# of DL’s: 3
Troubleshooting Steps:
Need assistance on call forwarding
Reso:
Expected behavior: When main number is being dialed and enters no action, calls should only ring Brenda , Ext 203
Current behavior: It is also ringing his computer and phone
Customer wish to change it and
Checked IVR settings, explain to him how his setting set up
Walk him thru on admin portal
Checked Ext 203, verified that there's custom rule set up
Walk him thru on custom rule
Verified that admin desktop is enabled
Advised him to disable it
Test call done by customer
All working now as expected
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: Y
Pitch in Survey: Y
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================
Contact ID:
RC Number:
Caller's Name:
Account Verification:
UID:
Callback Number:
Email:
# of DL’s:
Troubleshooting Steps:
Ext
Phone number:
SN/MAC:
Make and Model:
Duplicate:
Activated Extension:
IP:
Reso:
Promoted Support Site: N
Check Customer's Satisfaction with the Reso: Y
Close Case: N
Pitch in Survey: N
===========================================================================================