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08/30 Called at 407-645-2577, Ext 113-Contact ID: 428404806852 -- Will conference call with IT support -- Checked case history a duplicate case has been created 15968255 --Customer asked me to call 6168184129 and conference the call- Daniel -- dlamacchia@iservegroup.com-- Sent email about DMARC policy-- -- IT and customer agreed to work on it CASE #: 16160125 Incontact ID:428404826889 User ID:548421017 RC #: 3144394755 # of DLS: 313 Caller Name: Mike Callback Number: 3144394723/ Ext 4723/ 3142258012 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call queue set up-- Change number of queue -- Old phone number goes to queue- still -- Provided Estimated Timeframe: Y Troubleshooting: ---Advised to log in to admin portal ---Guided customer in disabling custom rule for 3144394774 -- Ext 5006 is the call queue in mention -- Call are not going to Ext 4723-- sometime it gets dropped -Conferenced call to 3142258012- -- Test Call --Contact ID: 428404853011 -_ Changed wait settings for call queue-- -- Second Test Call successful-- Contact ID: 428404861779-- customer was able to pick the call immediately -- EOC/Closed the case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16160456 Incontact ID:428404862575 User ID:455386028 RC #: 7329129005 # of DLS: Caller Name: Dawn Anderson Callback Number: 7329129005/102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Uses SMS a lot -- Unable to send an sms with a link Provided Estimated Timeframe: Y Troubleshooting: --438028046- invited me to a meeting session --7zc7usGEBd-_ Was bale to join the meeting -- Explained the SMS - policy-- Ext 402 -- Wants to receive the email article about sms policy-- --Customer understood-Close the case Ext 31- 5614531809 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16160773 Incontact ID:428404862549 User ID:567743048 RC #: 5613204574 # of DLS: 1 Caller Name: Jiggisha Callback Number: 3367828498 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up deskphone- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal ---Check on call handling of Ext 101 -- Enabled phone under call handling -- Configured call handling to ring simultaneously -- Test Call--Contact ID: 428404922269-- Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16080603 Incontact ID:428404916512 User ID: 471912040 RC #: # of DLS: Caller Name: Bryan Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calling about an open case -- QOS- dropping calls Provided Estimated Timeframe: Y Troubleshooting: --- Checked on details of the case --- Consulted FS-- on how the case will be handled -- Customer already provided call samples -- Was advised to collect the system-info computer -- Advised customer to conduct speed test -- Reiterated on checking the network requirement and recommendations article -- Customer will provided needed info via email Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Send article for network recommendations PC specs- Speedtest: Called at 732) 612-9721 , Contact ID: 428404991274 -- Routed to VM left message about CNAM testing CASE #: 16161949 Incontact ID:428404950648 User ID:62479372004 RC #: 9124500999 # of DLS: 4 Caller Name: Ludella Callback Number: 9127131007/ Ext 1 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone numbers -- Call forwarding Provided Estimated Timeframe: Y Troubleshooting: --Check extension 1- disable call forwarding ---Other extensions does not have external working -- Test Call-- Phone is offline -_ Check IP address: Blank -- Check cable connection-- Phone went online -- Test Call-- Successful--Contact ID: 428405016936 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16161858 Incontact ID: 428405019461 User ID: 1661960020 RC #: (904) 6332000 # of DLS: 248 Caller Name: Jonathan Callback Number: (352) 258-2410 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- RC meetings- public DNS -- Was getting incorrect meeting ID error; and then when the app was reinstalled it got an error "Sorry something went wrong on our end--" - Provided Estimated Timeframe: Y Troubleshooting: --- Sorry something went wrong on our end-- --- The issue right after update - reinstallation of the app --- 22.2.34.4527- -- Consulted FS, advised to let network recommendations and requirements -- - Customer enabled Discovery service API HTTPS discovery.ringcentral.biz-- on the article, it worked --EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16162548 Incontact ID:428405035860 User ID:62333124023 RC #: 9738049834 # of DLS: 586 Caller Name: Robert Callback Number: 9738049834 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Classrooms- -- Call logs access -- Roles Provided Estimated Timeframe: Y Troubleshooting: --- Ext 2803 sample extension --- Guided customer in how to create custom role -- Guided customer in accessing call logs -- No other concerns/Eoc Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16162828 Incontact ID:428405017317 User ID:1385345021 RC #: 8024388077 # of DLS: 3 Caller Name: Fred Callback Number: 8452162777/Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS queries -- Using API- AP texting -_ Asking if main number is is enabled for app to person texting Provided Estimated Timeframe: Y Troubleshooting: --Check number in AI ---Consulted with FS; was advised to escalate to Telco and an LOA needs to be signed -- Relayed the info to customer - -No other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16163967 Incontact ID:428405050097 User ID: 62721136007 RC #: 3369969955 # of DLS: 11 Caller Name: Cynthia Callback Number: 7575602943/ Ext 105 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call log- Ext 103 -- Provided Estimated Timeframe: Y Troubleshooting: -- Check Ext 103- Filter call log -- Advised to log in to admin portal --- Select detailed-- Guided customer on how to filter call log -- NO other concerns| EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 1967297027 User ID: Contact ID: 428405172969 RC #: 9842052048 # of DLS: 3 Caller Name: Leslie Callback Number: 9196962423/ Ext 104 Verified Email: Y- leslie@herohealthplans.com Account Verified: Y- Admin/User: Y Issue: -- Received an email- link goes internal error -- Provided Estimated Timeframe: Y Troubleshooting: -- Caller unable to verify -- email is not associated to any account - leslie@herohealthplans.com ---Number is not assigned yet- 9842052048 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16164578 Incontact ID:428405165139 User ID:272298040 RC #: 7016390784 # of DLS: Caller Name: Brian Callback Number: 7015096341/Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone Issues -- Headset issue -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 109- not ringing ---7018391714/7018391422 numbers are dialed -- Advised to log in to admin portal -- Guided customer in adding a call queue member- -- Guided customer Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16164840 Incontact ID:428405187049 User ID:2144138020 RC #: 4075316000 # of DLS: 49 Caller Name: Dewey Callback Number: 3868485414/Ext 109 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Incoming calls goes to different -- Call forwarding -- Customer wants the call to go to Ext 100- after 4 rings it Provided Estimated Timeframe: Y Troubleshooting: --- Check IVR set up-- --- Goes to company greeting-- and goes to call queue -_ Configure call handling-- to go to Ext 100 and missed call to Ext 3 -- Changed Operator Ext to Ext 100 -- TesT Call--Contact ID: Contact ID: 428405215595 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16165086 Incontact ID:428405194230 User ID:57200168 RC #: 5124026965 # of DLS: 1 Caller Name: Ryan Callback Number: 5124026965 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- CNAM issue- Showing a different NAME Provided Estimated Timeframe: Y Troubleshooting: --- Check CNAm for the number- Set as Austin TexAS --- Will create a request for CNAM change- L3 -- Sent CNAM request to L3 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 5124026965- GRAV CASE #: 16054548 Incontact ID:428405303314 User ID:394741028 RC #: (623) 873-3770 # of DLS: 2 Caller Name: Dave Callback Number: 6238731353/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calling out about 16054548 -- Confirmed case is about phone goest to VM after 1 ring Provided Estimated Timeframe: Y Troubleshooting: -- Phones are not ringing more than once then goes to VM -- Yealink Phone- manually configured -- Advised to log in to admin portal-- -- Changed Desktop and mobile app to always ring- Test Call-Contact ID: 428405350592 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Create Case- Incontact ID: 428405351787 User ID:2047274021 RC #: 2057295830 # of DLS: Caller Name: Philip Callback Number: 2057295830/ 8884451977/ Ext 110 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Add a personal line -- Customer is asking if its possible to toggle 2 accounts in one app- Provided Estimated Timeframe: Y Troubleshooting: --- Provided info that the set up the customer wants is not possible ---Customer mentioned someone is assisting him in creating a separate account, wants it cancelled -- Customer put me on hold-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16166445 Incontact ID:428405367922 User ID: 1994965027 RC #: 956) 668-8555 # of DLS: Caller Name: Martha Callback Number: 9564385930 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Port out request cancellation Provided Estimated Timeframe: Y Troubleshooting: --- Check case detail 15663470= waiting status ---Called NTD- customer wants to totally cancel the port out -- Was advised to contact winning provider -- Relayed info to customer- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16166900 Incontact ID: 428405391633 User ID:700112048 RC #: 8019214264 # of DLS: Caller Name: Clark Callback Number: 8017257900/ Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Leading Tech Development -- Needs Password for GUI access Provided Estimated Timeframe: Y Troubleshooting: -- Advised that I cannot provide the password --- Advised to do screen sharing-- customer agreed --- Updated internet-- phones not working -- Caller updated DNS-- started with Ext 102 -- Was able to update all the phones -- All phones went online Provided Recap: Y Inform support.ringcentral.com: Y- Inform Survey: Y Ext 102 -- 1044666048 1044667048- 101- 1044670048 105- 1044672048 107- 1044673048 106- 1044671048 104- 1044668048 108- -(801) 429-9259 CASE #: 16167229 Incontact ID:428405420035 User ID:2193977020 RC #: 8317516900 # of DLS: 1122 Caller Name: Daisy Callback Number: 8319059490/Ext 103 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Configure call handling- -- Provided Estimated Timeframe: Y Troubleshooting: --- Called number 8317516900- Ext 104- ring to 113- 103 ---Advised to log in to to admin portal -- Configured call handling on Ext 104 -- Enabled Ext 113--Removed from call handling ring group -- Added Ext 103 on Call handling- -- Test Call Successful - Configured after hours for Ext 104-- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 104-103-113 (831) 920-5375 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