Untitled Note

Caller Name: Valdas RC #: Callback Number: 2244235078 Verified Email: cs@brt-services.com # of DLS: InContact ID: 457163240224 User ID: 496292045 Case #: 1 Account Verified: Y Issue: -xferred call from Lily (sales expansion) -call forwarding for specific hours of a day Troubleshooting: -assisted cust in creating a custom rule for specific time of a day -sent email to cust with link of certified and supported devices of Ringcentral ************************************************ Caller Name: Nancy RC #: Callback Number: (978) 551-6077 / 6179594414 Verified Email: nancy.hughes@ohstc.us # of DLS: 10 InContact ID: 457163277571 User ID: 62461312008 Case #: Account Verified: Y Issue: -xferred call from Camille (sales) -audio is cutting in and out in all deskphones -issue is happening on both inbound and outbound calls Troubleshooting: -checked Analytics reports / the Comcast internet service seems to be the one causing the problem -asked cust to reboot the router of the Comcast service -did test call after rebooting the router / sounds better -keep case open for monitoring as per cust request ************************************************ Caller Name: Steve RC #: Callback Number: 6319675210 Verified Email: stevenv@demandchain.com # of DLS: 196 InContact ID: 457163306664 User ID: Case #: Account Verified: Y Issue: -xferred call from Hazky (customer success team) -unable to create contact in salesforce through RingCentral softphone -When click on the icon to either create a new contact, lead, account, opportunity, or case, nothing happens Troubleshooting: -checked the sfdc version / version 6.23 -adv cust to to update the version to 6.24 https://www.ringcentral.com/apps/ringcentral-salesforce Please update your salesforce to 6.24 version by clicking the link above. Please update all user and this step will usually take 5 minutes after that you will need to this steps. -Open Salesforce as an admin user -Go to Gear Icon> Click Setup> Installed Packages> Check SF_RC package if it is 6.24 Refresh browser or do the update again if it did not update. Next steps is to update CTI URL -Go to Gear Icon> Click Setup> visualforce pages > OpenCTIindex -Click the arrow which is on the right side of the word "Security" -wait the page to load up -Copy the URL of the website -Go back to Setup> Call Centers> Click Continue -Click Edit On the Cloud phone of RingCentral -Delete the "CTI Adapter URL" -Paste the new link that you copied and save it. After this Troubleshooting all users must -Clear cache and cookies "ALL TIME" And For more information, you can visit our support site at http://support.ringcentral.com/ for more information about our integration like salesforce 16994301 ************************************************ Caller Name: Mireya RC #: Callback Number: 7608345310 Verified Email: mreyes@rapfoundation.org # of DLS: 9 InContact ID: 457163378002 User ID: 62926617028 Case #: Account Verified: Y Issue: -xferred call from Michael (sales) -setup a new user with deskphone Troubleshooting: -assisted cust in assigning the unassigned ext to ext 114 -assigned the phone below: LINE: (760) 412-5691 ext 114 SN: 805E0CCE0FF9 MODEL: Yealink T54W Prime Business Phone IP ADD: 192.168.5.230 -rebooted the phone -added ext 114 to the ring group of ext 100 -did test call to (760) 674-9992 / success -added ext 114 to the presence of all exts -case closed ************************************************ Caller Name: Dan RC #: 3104922007 Callback Number: 3104922007 Verified Email: Eidan@Capcoinsurance.com # of DLS: 21 InContact ID: 457163423875 User ID: Case #: Account Verified: Y Issue: -assign phone to ext 123 Troubleshooting: -assigned the phone below: LINE: (424) 600-6896 ext 123 SN: 805E0C5F1694 MODEL: Yealink T57W Prime Business Phone -manually rebooted the phone -did test call / success -case closed ************************************************ Caller Name: Noor RC #: 5196212424 Callback Number: (519) 577-9928 Verified Email: nalhassan@eublinics.com # of DLS: InContact ID: 457163436949 User ID: 1787321020 Case #: Account Verified: Y Issue: -change the wait settings for call queue group ext 204 "When maximum wait time is reached, send caller to" from sending to a voicemail to playing an announcement then disconnects Troubleshooting: -feature is unavailable for the plan -only option is to send caller to voicemail -pls check if the feature is available to Premium plan nalhassan@eublinics.com ************************************************ Caller Name: Jason RC #: Callback Number: 7547016009 Verified Email: jfingerhut@hirecsg.com # of DLS: 46 InContact ID: 457163463933 User ID: 2087290011 Case #: 17022847 Account Verified: Y Issue: -xferred call from Antonio (sales) -enable sms feature for phone numbers (954) 2818442 and (954) 3049809 Troubleshooting: -checked tcr status: NOT LISTED UID: 2087290011 Company Name: Justice Funds -SMS feature for the phone number (954) 2818442 and (954) 3049809 -sent email to cust with the link https://www.ringcentral.com/tcr -xferred to Contact Center ************************************************ Caller Name: Edward RC #: Callback Number: 8184507204 Verified Email: edwardhan@dagwoods.com # of DLS: 3 InContact ID: 457163496041 User ID: 1857830008 Case #: Account Verified: Y Issue: -xferred call from Janine (sales) -cust would like to inquire about the ATA that Adora software will work with -cust wants to see the phone number of the person who is calling in the Adora software Troubleshooting: -explained that they have add digital lines for each ATA -adv cust that the can aso purchase from 3rd store for ata -cust will callback after calling Adora to clarify the ATA that they are saying 1857830008 ************************************************ Caller Name: Marki RC #: 4352164425 Callback Number: 4356308945 Verified Email: marki@driphydration.com # of DLS: 1 InContact ID: 457163516019 User ID: 63060785008 Case #: 17023241 Account Verified: Y / ext 101 Issue: -enable sms feature for the phone number (435) 2164425 Troubleshooting: -checked the tcr status: NOT LISTED UID: 63060785008 Company Name: Mobile Medical Utah PC -checked the sms feature for the ph # (435) 2164425 / NOT ENABLED -sent email to cust with link https://www.ringcentral.com/tcr -pending cust action / needs to fillout the tcr form ************************************************ Caller Name: Jacqueline RC #: 7209611873 Callback Number: (720) 961-1873 Verified Email: Jacqueline@3pointrecruiting.com # of DLS: 12 InContact ID: 457280541287 User ID: 241196048 Case #: Account Verified: Y / ext 103 Issue: -setup outbound caller id name of ext 115 Troubleshooting: -submitted request: UID: 241196048 PH #: (720) 961-6702 CNAM: Brent Shea PROVIDER: Level3 - LI UID: 241196048 PH #: (720) 5069812 CNAM: 3 POINT PROVIDER: Level3 - LI -adv cust it may take up to 72 hours to update ************************************************ Caller Name: Joe RC #: 4137887200 Callback Number: (413) 348-6030 Verified Email: joem@fletcherseweranddrain.com # of DLS: 3 InContact ID: 457280639284 User ID: 1290350021 Case #: Account Verified: Y Issue: -"session login has expired" error on the RingCentral app Troubleshooting: -de-authorized other computer / devices in the admin portal ************************************************ Caller Name: Courtney RC #: Callback Number: 2139844575 Verified Email: # of DLS: 0 InContact ID: 457280669358 User ID: 1046224019 Case #: Account Verified: Y Issue: -xferred call from Christine (sales) -enabled High-Volume SMS Troubleshooting: -assisted cust in getting the High Volume SMS App for RingCentral through https://apps.ringcentral.com -did test from hvsms / success -case closed 16894047 ************************************************ Caller Name: Gerard RC #: 9166684368 Callback Number: Verified Email: gerard@paradigmcreditrepair.com # of DLS: 1 InContact ID: 457280697537 User ID: 63004546008 Case #: Account Verified: Y / ext 101 Issue: -unable to login -error message "URL is blocked" Troubleshooting: -asked cust to login to https://service.ringcentral.com > success -cust deleted the email add gerard@paradigmcreditrepair.com that is associated to the free trial acct -cust changed the user details and password of ext 101 -assisted cust in adding a new user ext 102 -deleted sales@paradigmcreditrepair.com from the freya acct gerard@paradigmcreditrepair.com sales@paradigmcreditrepair.com ************************************************ Caller Name: Karen Lopez RC #: Callback Number: 5629225010 Verified Email: karen.lopez@florencefilter.com # of DLS: 1 InContact ID: 457280757234 User ID: 321421049 Case #: Account Verified: Y Issue: -xferred call from Janine (sales) -download the recorded calls Troubleshooting: - assisted cust in downloading the recorded calls through the admin portal ************************************************ Caller Name: Ahrar RC #: Callback Number: (480) 716-4178 Verified Email: ahrar@sparrownow.com # of DLS: 114 InContact ID: 457280779705 User ID: 409281026 Case #: Account Verified: Y / ext 258 Issue: -change the voicemail greeting of ext 227 Troubleshooting: -the voicemails of ext 227 are forwarded to ext 1 -changed the voicemail greeting of ext 1 from custom to default -changed the record user name of ext 1 to Sparrow Customer Service -did test call / success -case closed ************************************************ Caller Name: Jason RC #: 8889098509 Callback Number: (405) 206-8637 Verified Email: jneill@oklahomahc.com # of DLS: 2 InContact ID: 457280790382 User ID: 137714019 Case #: Account Verified: Y Issue: -error message : "To use Email-to-fax, your email domain needs to meet our security requirements. Learn more If your email domain doesn't meet the security requirements, it may result in the following: Your email may be spoofed and/or rejected by the Email-to-fax system. In cases of suspicious email activities, our Service Abuse and Fraud team may turn off Email-to-fax for the account." Troubleshooting: -adv cust to check the security settings of the email domain (@oklahomahc.com) -checked Kibana: message: ('7FAF45CDA8') no DKIM record for this domain oklahomahc.com @timestamp:Dec 20, 2022 @ 17:26:15.636 @version:1 app_name:elf component_type:elf consumer_time:Dec 20, 2022 @ 17:26:16.083 env_name:UP-PRO facility:local0 host:sjc01-c01-lbs10.c01.ringcentral.com hostname:sjc01-c01-elf11 index_pattern:elf-main location:sjc01 log_format:plain log_level:ERR log_type:elf logstash_consumer:sjc01-c01-lss20 logstash_producer:sjc01-c01-lss43 lss_routing_rule:default pid:29752 port:42,670 producer_time:Dec 20, 2022 @ 17:26:15.928 tags:rsyslog, unified timestamp:Dec 20, 2022 @ 17:26:15.635 type:rsyslog _id:uluSMIUBjOnpvGjAW00a _index:sjc01-c03:sjc01-c03-logs-elf-main-2022.12.20 _score: - _type:_doc -adv cust to contact the email domain provider or IT rep -cust said they will contact GoDaddy to check the DKIM settings “failed email to fax” kansas 8889098509 7857464400 ************************************************ Caller Name: Liz RC #: 8057224748 Callback Number: (805) 566-0306 Verified Email: CarpinteriaEyeCare@gmail.com # of DLS: 4 InContact ID: 457280854130 User ID: 63077276008 Case #: Account Verified: NO Issue: - Portin Submission Troubleshooting: -cust nable to verify acct and unable to login to the admin portal -she will get the details for login in admin portal skleen@gmail.com ************************************************ InContact ID: 457280869121 -ghost call ************************************************ InContact ID: 457280886780 Issue: -call from Brian (retention) -non RC cust was calling regarding a meeting -caller hung up -no ts done ************************************************ 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: ************************************************