Untitled Note

Caller Name: Gary Bruce RC #: Callback Number: 7063668625 Verified Email: gary@garybrucelaw.net # of DLS: 0 InContact ID: 460791789486 User ID: 172464048 Case #: Account Verified: Y Issue: -xferred call from Drake (cert) -access admin portal Troubleshooting: -assisted cust in accessing the admin portal through service.ringcentral.com -cust used the email add shannon@garybrucelaw.net to login ************************************************ Caller Name: Harry RC #: 7034159323 Callback Number: (412) 403-5992 Verified Email: harry@uslfreight.com # of DLS: 121 InContact ID: 460791815214 User ID: 1705325027 Case #: Account Verified: Y / ext 101 Issue: -RingCentral rooms devices and licenses -plan upgrade ************************************************ Caller Name: Rajesh RC #: (469) 868-8162 Callback Number: (469) 868-8162 Verified Email: systemadmin.india@techintelli.com # of DLS: 105 InContact ID: 460791823001 User ID: 1550203027 Case #: Account Verified: Y / ext 945 Issue: -sms not working on most of the users Troubleshooting: -the acct seems to be not yet registered to tcr -xferred the call to support tcr for assistance pablo ************************************************ Caller Name: Jessica RC #: 8706412301 Callback Number: (870) 231-3909 Verified Email: jessica@bandsmemorials.com # of DLS: InContact ID: 460791835421 User ID: 616696009 Case #: Account Verified: Y / ext 102 Issue: -wants to get an update to their tcr registration Troubleshooting: -xferred call to support tcr (Fernando) ************************************************ Caller Name: Rowena RC #: Callback Number: (708) 232-8707 Verified Email: R.Castillo@TeamElite.RealEstate # of DLS: 6 InContact ID: 460791844418 User ID: 764492048 Case #: Account Verified: Y Issue: -ext 104 is unable to send sms Troubleshooting: -the acct seems to be not yet registered to tcr -cust has questions regarding tcr -xferred call to the support tcr team (Chris) ************************************************ Caller Name: RC #: Callback Number: (708) 277-6591 Verified Email: # of DLS: InContact ID: 460791854518 User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: Dan RC #: Callback Number: Verified Email: dfrantti@gmail.com # of DLS: InContact ID: 460791863727 User ID:62929327008 Case #: Account Verified: Y Issue: -inbound caller id -cust said that if he is on a call, the inbound caller id is not showing but if he is not on a call, the inbound caller id details are showing up Troubleshooting: -all calls that are going to the main number is going to call queue group ext 1 -checked the display setting of ext 1 > it shows caller id number and caller id name -checked the presence of ext 101 > the ext 102 and ext 103 are added -explained that he cant received another call when he is engage to another call because of the call queue group limitations -cust is seeing incoming calls to ext 102 and ext 103 because of presence which he has the ability to answer the call -explained that the presence is not an actual call -assisted cust in changing the vm pin of ext 102 and ext 103 -case closed ************************************************ Caller Name: Abu RC #: 3072782945 Callback Number: (712) 320-8166 Verified Email: abubaker_bkr@yahoo.com # of DLS: 5 InContact ID: 460791910189 User ID: 851177048 Case #: Account Verified: Y / ext 101 Issue: -cancellation and refund Troubleshooting: -xferred call to cert 2023-08-10 . justin ************************************************ Caller Name: Justin RC #:2534490344 Callback Number: (253) 449-0344 Verified Email: yourproexpert@gmail.com # of DLS: InContact ID: 460791930759 User ID: 63199958004 Case #: Account Verified: Y / ext 101 Issue: Troubleshooting: ************************************************ Caller Name: Abbie RC #: 7068103203 Callback Number: (706) 424-1709 Verified Email: abbie@abridgeaginglifecare.com # of DLS: 4 InContact ID: 460791932093 User ID: 181897048 Case #: Account Verified: Y Issue: -call forwarding for the main number -cust wants to set custom rules for the work hours of ext 103 Troubleshooting: -changed the operator ext from ext 103 to ext 1 -changed call routing from rotating to sequential -ext 103 will callback for the custom hours of his ext -cust unable to continue ts press 0 current client ************************************************ InContact ID: 460791980211 Issue: -consultation call from Cathy (sales) -phone number migration Troubleshooting: ************************************************ Caller Name: Rebecca Ingraham RC #: 4692103033 Callback Number: (512) 912-6623 Verified Email: RIngraham@allurelife.com # of DLS: 85 InContact ID: 460792015624 User ID: Case #: Account Verified: Y / ext 1010 Issue: Troubleshooting: 4848750162 101 BRYCE LN KING OF PRUSSIA , PA, 19406 ************************************************ Caller Name: Kaye RC #: Callback Number: 5733030653 Verified Email: suttonroadcamdenton@gmail.com # of DLS: 1 InContact ID: 460792032137 User ID: 62996129008 Case #: Account Verified: Y Issue: -xferred call from Jason (sales) -unable to send sms Troubleshooting: -cust was trying send sms to the phone number (573) 693-8771 -checked the provider of the phone number (573) 693-8771 > Verizon Wireless:6006 - SVR/2 -checked Kibana: Received DLR request from Bandwidth: BandwidthEventRequestResource(type=message-failed, time=2023-03-07T17:51:15.744687Z, description=unknown-error, to=[ 15736938771], message=BandwidthEventMessageResource(id=1678211474124qnvbd55mcqxkpkxu, owner= 15733030653, time=2023-03-07T17:51:14.311Z, direction=out, to=[ 15736938771], from= 15733030653, media=null, tag=2024341215009, applicationId=78c45a87-5bfc-455f-a404-76935f58c83f, segmentCount=1), errorCode=9999) Regarding this INC-37352 A portion of customers may be experiencing failed SMS messages to a single mobile provider. PARENTCASE: 17758853 ************************************************ Caller Name: David RC #: 6103373994 Callback Number: (610) 337-3994 Verified Email: dsmucker@westovercompanies.com # of DLS: 218 InContact ID: 460792060987 User ID: 3192053020 Case #: Account Verified: Y / ext 144 Issue: -update call recording announcement Troubleshooting: -assisted cust in customizing the call recording announcement -removed email notifications for some of the call queue mangers in the call queue group ext 40001 -case closed ************************************************ Caller Name: Jason Ramseth RC #: 8885062573 Callback Number: (805) 279-9185 Verified Email: jason.ramseth@eliemtx.com # of DLS: 1 InContact ID: 460792109749 User ID: Case #: Account Verified: Y Issue: -update email add for the message-only ext 2 Troubleshooting: -assisted cust in updating the email add for email notifs for voicemails of ext 2 ************************************************ Caller Name: Justin RC #: 2534490344 Callback Number: (253) 449-0344 Verified Email: yourproexpert@gmail.com # of DLS: 1 InContact ID: 460792131177 User ID: 63199958004 Case #: Account Verified: Y / ext 101 Issue: -needs assistance in filling out tcr Troubleshooting: -xferred the call to support tcr (Keyla) proexpertsco@gmail.com ************************************************ Caller Name: Jimmy RC #: Callback Number: 6614663055 Verified Email: info@standalonellc.net # of DLS: 3 InContact ID: 460792143955 User ID: 236053048 Case #: Account Verified: Y Issue: -xferred call from Ivan (sales) -add phone number Troubleshooting: 909 ************************************************ Caller Name: David RC #: 2036174375 Callback Number: Verified Email: dsimko@veritionfund.com # of DLS: InContact ID: 460792156737 User ID: 273927028 Case #: Account Verified: Y / ext 4375 Issue: Troubleshooting: 2310 LINE: (646) 355-2310 ext 2310 SN: MODEL: Serial Number: 64167F118887 ************************************************ Caller Name: Sesma Vee RC #: 8183342400 Callback Number: (704) 815-6625 Verified Email: lotusxpressint@gmail.com # of DLS: InContact ID: 460792359078 User ID: 62918910008 Case #: Account Verified: Y Issue: -unable to send sms to (818) 437-3688 Troubleshooting: ************************************************ Caller Name: Alok RC #: Callback Number: 3029833567 Verified Email: alok.gupta@mgrm.com # of DLS: 63 InContact ID: 460792374464 User ID: 62957687008 Case #: Account Verified: Y / ext 2218 Issue: -Therese (advanced RC ap support) -phone is ext 4464 is unable to call outbound Troubleshooting: -did screen sharing -manually reprov the deskphone to ext 4464 -cust wants to have their unsupported and uncertified deskphone to work with a camera that can be connected thru usb -adv cust that the phone is not supported by RingCentral and they need an IT personnel to configure the connection of the USB camera and USB speaker -discussed RingCentral rooms license -offered to purchase supported deskphone of RC with built-in camera (CCX 700) -cust said he will talk to the owners and wants to keep case open for other options 17031990 LINE: SN: IP ADD: 10.101.10.14 ************************************************ Caller Name: Justin Ray RC #:7139743278 Callback Number: (281) 406-8620 Verified Email: jray@propertyinterlink.com # of DLS: 147 InContact ID: 460792430415 User ID: 2515382020 Case #: Account Verified: Y / ext 8620 Issue: -remove the licenses that are not in use Troubleshooting: -xferred call to cert international title Jessie ************************************************ Caller Name: David RC #: 4072734201 Callback Number: Verified Email: aavdental@cfl.rr.com # of DLS: 4 InContact ID: 460792482144 User ID: 299240030 Case #: Account Verified: Y / ext 101 Issue: -retrieve missing fax on 03/02/2023 Troubleshooting: -faxes to (407) 273-4201 are going to ext 102 -assisted cust in retrieving deleted faxes of ext 102 through admin portal -case closed (407) 273-4201 ************************************************ Caller Name: Amit RC #: 8883268866 Callback Number: (236) 603-0081 Verified Email: amiimmigration@gmail.com # of DLS: 1 InContact ID: 460792495047 User ID: 289504043 Case #: Account Verified: Y Issue: -create IVR Menu Troubleshooting: -created ivr menu ext 1001 -changed the single level ivr to multi level ivr -created call queue groups for Immigration greeting and future hands greetings -did test calls / success -case closed ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************