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User ID: 63036584008 Customer Name: Deanna Paul Company#: (586) 416-1800 Admin: Y/N yes Extension #: 101 Best callback number: 5865495636 Account Verified: Y/N yes Email address: InContact ID: Issue: Call transferred by Gino from sales. Provision Yealink phone W56H Purchased from Amazon. Account Verified Y/N: yes How many phones are affected?: 1 Error on the Display Screen: none Extension Number in Issue: 101 Serial Number of the phone: Make and Model: Yealink W56H Digital Line: (586) 413-7951 Other Notes: Is the customer in the same location where the phone is?: yes Internet connection working?: yes Additional Question -Phone has user extension and DL assigned: Y/N yes -Customer's internet connection is working: Y/N yes -Customer is in the same location as the phone is: yes -Phone is powered ON: yes Troubleshooting: Phone not supported. Attempt to provision manually: The customer had to leave, so she asked for a callback tomorrow. Other notes: For cases endorsed to the Outbound Resolutions Team (ORT) Email Address: OutboundResponseTeam@ringcentral.com Subject Line: ORT Follow-Up | 18177112 | No. of DLs: 1 | April 12th 2023 at 4: 30 EAST. Suggested Email Contents: Greetings, We have a customer requesting a follow-up call regarding Manual Provisioning. Case Number: 18177112 Caller's Name: Deanna Paul Callback number: 5865495636 at 4:30 pm Eastern Standard. Alt. CB Number: 5865495636 UID: 63036584008 No. of DLs: 1 Case Details: The phone is not listed under the support website (it does accept SIP), so I informed the cx we could try manual Provisioning but there is no guarantee that it will work. Customer agreed. Regards, Victor Chichilla Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N ------------------------------------------------------------ For ORT endorsement to avoid cases from returning Please use this template 1st callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM 2nd callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM ------------------------------------------------------------ OT Cases Buen dia, Fecha: Badge: 62009 Horario: 8am a 5pm Ticket: Hora recibida: Hora finalizada: Gracias, Victor Chinchilla ------------------------------------------------------------- For cases endorsed to the Outbound Resolutions Team (ORT) Email with the below to: na.nonvoice.escalations@ringcentral.com Case: Name: Callback: Email: Reason: ------------------------------------------------------------------ Inquiries please post in this format: Case#: UID: Issue: Troubleshooting steps so far:   ----------------------------------------------------------- Please help me to add a contact on Sales Force: UID: NAME: PhoneNumber: Email: ----------------------------------------------------------- Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: ------------------------------------------------------------- Hello Telco Team, We need help in enabling the SMS feature for this Account: UID: TCR: Approved Please assist as soon as possible. Thank you. ----------------------------------------------------------- Hi , Thank you for contacting Ring Central Technical Support, my name is Victor and I am the specialist who is helping you with the issue "-------." Responding to your query, I hope you find this information useful, please respond to this email and let me know if I have completely answered your question, if not I will be happy to continue working with you. Best regards, Victor Chinchilla | 1-888-898-4591 | Ring Central Technical Support ----------------------------------------------------------------------------------- Case Integration Escalation Template Point Of Contact's Name: POC's Callback Number: POC's Time Zone: Software/CRM in question: How many User/s affected?: Affected User/s Name and Extension (If multiple, please provide 1 or 2): Issue: Step to Reproduce / Behavior: Screenshot of error (if applicable): ------------------------------------------------------------------------------------------ Please post CNAM Update here for faster processing. Template UID: Case #: Phone #: CNAM: Provider: (Provider of the number that shows in SCP not RingCentral) --------------------------------------------------------------------------------------------------- Shipping case. Order number: Account Name: Contact name: Contact email address: Contact number: Shipping Address: Order Date: Device: Status: Details: --------------------------------------------------------- Templates to send emails: https://docs.google.com/spreadsheets/d/1F0TCmuOkLYAE9jHj6joprcnqGZ4rAmOruLaJ5twqbT0/edit#gid=937456379