Untitled Note

08/22 CASE #: 16086772 Incontact ID: 427946338253 User ID: 884396048 RC #: 4127302956 # of DLS: Caller Name: Nick Callback Number: 2673194773 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to log in to mobile app- unable to log in app -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked email in AI, associated to a disabled acct -- Consulted FS, 2648171044 UID Free acct--Confirmed email has been removed -_ Advised to log back in -- Was able to log in, test sms successful CASE #: 16087236 Incontact ID: 427946419708 User ID: 63043579028 RC #: 2564648432 # of DLS: Caller Name: Chris Callback Number: 2564648432 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change License Type -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 5611--- (256) 461-1627 is the extension involved -- Video Pro license is assigned to it -- Processed adding the license to the Extension -- Successfully added the MVP license -- (256) 715-4131--Removed the number -- 48256709D850- VVX 350-_ Assigned to Extension -- Test Call Successful CASE #: Incontact ID: 427946409377 User ID: 241394049 RC #: # of DLS: 3 Caller Name: Callback Number: Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Call Forwarding -- Provided Estimated Timeframe: Y Troubleshooting: -- -- CASE #: 16087970 Incontact ID: 427946440785 User ID: 245692049 RC #: 3165190968 # of DLS: 2 Caller Name: Dylan Callback Number: 6202040181 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- App is unable to call out -- Provided Estimated Timeframe: Y Troubleshooting: -- Check status of Ext --Test Call for routing, Called (316) 999-3502 -_ No other concern- Test Call Successful CASE #: Incontact ID: 427946521036 User ID: 193008049 RC #: 3016150949 # of DLS: 852 Caller Name: Debbie Callback Number: 2024323814/ Ext 4377 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- User is disabled- -- Ext 7949 daniel.collopy1@cc-dc.org Provided Estimated Timeframe: Y Troubleshooting: -- Check on Ext 7949 -- Advised to reset and assign the CASE #: 16088476 Incontact ID: 428081541788 User ID: 62343987008 RC #: 2158541800 # of DLS: 507 Caller Name: Liam Callback Number: (267) 350-8603/ 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Called about an issue last week -- Want to remove 2 numbers that are not needed -- 3022950561/ 8669644617 Provided Estimated Timeframe: Y Troubleshooting: -- Check numbers on the account -- Wants to remove the numbers -- 8669644617--- Removed from the acct -- Refer to CERT 428081544328 CASE #: 16060467 Incontact ID:428081561607 User ID: 337058030 RC #: # of DLS: 2 Caller Name: Joshua Callback Number: 5585640 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Must dial using area code -- Provided Estimated Timeframe: Y Troubleshooting: -- Check case details -- Check wiki - Update #: 2712, Provided info that changes took effect last October 2021 - Customer mentioned that he was using the service just recently -- Customer is frustrated CASE #: 16089262 Incontact ID: 428081575190 User ID: 310461016 RC #: 7185136633 # of DLS: 3 Caller Name: James Callback Number: 7185136633 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Getting dropped calls -- All Extension Provided Estimated Timeframe: Y Troubleshooting: -- Internet is good -- Check/Filtered Analytics for the past month/ 58.3%-- 62.6% 3 month period -- Customer reported that they had the issue for the past 3 months intermittently -- No added device that will consume -- Ran Speed Test PIng: 9ms 301 Dload 329/ upload Issue:- Dropping Calls Problem: Customer has been having issues with their calls being dropped for the past 3 months Steps to Reproduce: Rebooted Modem/ Rebooted Phones Behavior: Dropping Calls Expected Behavior: Calls should not be fropping Additional Notes: Customer did not add any device which will consume more bandwidth Type of QoS issue: Dropped Calls Internet service provider: Verixon FIOS Speedtest results Ping: 9 MS Download speed: 301 mbps Upload speed: 329 mbps Additional information Date the issue started: About 3 months ago Were there changes on the network before this issue started? : No changes james@horizonfundinggroup.com CASE #: 16089675 Incontact ID: 428081585126 User ID: 502424045 RC #: 6612208418- # of DLS: 0 Caller Name: Tremell Callback Number: (559) 563-8941 Verified Email: Y- duckett561@gmail.com Account Verified: Y- Admin/User: Y Issue: -- Unable to log in using his number and email -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to service.ringcentral.com -- 502424045- UID Acct is a free account -_ Customer wants to upgrade the account instead -- UPdated the email to rivertmk@gmail.com -- Was able to receive the reset password link -- Customer was able to log in CASE #: Incontact ID: 428081629775 User ID: 360563040 RC #: # of DLS: 5 Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- CASE #: 16090144 Incontact ID: 428081732253 User ID: 62996346028 RC #: 6513376752 # of DLS: 104 Caller Name: Katie Callback Number: 6513376752/ Ext 752 Verified Email: Y-- kstiele@flextrades.com Account Verified: Y- Admin/User: Y Issue: --SMS LOA- TEXT US Provided Estimated Timeframe: Y Troubleshooting: -- Wants to get an LOA for these numbers 6513376783/ 6124317613 -- TEXT US is the company whos going to take over the SMS -- Escalated to Telco CASE #: 16086877 Incontact ID: 428081735336 User ID: 62937378031 RC #: 5405956518 # of DLS: 153 Caller Name: Steve/Ext 104 Callback Number: Verified Email: Y- Swillson@sanfordfederal.com Account Verified: Y- auth Admin/User: Y Issue: -- Password for the devices -- Provided Estimated Timeframe: Y Troubleshooting: -- Check on AI for the password -- PHone is added 12/08/2021 -- 805E0C4AB1F4-- Provided the default admn805E0C4AB1F4pwd -- Customer tried to access GUI -- Was able to access GUI CASE #: 16087897 Incontact ID: 428081769394 User ID: 326046030 RC #: (204) 318-2250 # of DLS: Caller Name: Hamidou Callback Number: (437) 328-2721 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone activation -- Provided Estimated Timeframe: Y Troubleshooting: -- 2043182257- Ext 4001 -- IP: 10.3.150.49-- 805E0C025E02 -- Caller is not on location- Conferenced the call with the person on location -- Advised to do screen sharing -- Checked SN of phone- it is associated to UID: 1459359024 as well -- Consulted FS, was advised to Escalate to Fraud Team for further investigation -- Phone with SN: 805E0C025E02 is associated with UID: 326046030 and UID: 1459359024 CASE #: 16092387 Incontact ID: 428081896823 User ID: 139818030 RC #: 5597284654 # of DLS: Caller Name: Harwinder Callback Number: 5597284654/Ext 101 Verified Email: Y-baylinks1@gmail.com Account Verified: Y- Admin/User: Y Issue: -- Call routing/Call Forwarding -- Wants the calls to go to company greeting first Provided Estimated Timeframe: Y Troubleshooting: -- Check IVR settings -- Route calls to company greeting - Test Call Successful -- Changed number of rings for Ext 101 -- Test Call-- Successful -- Customer wants to update his email address -- UPdated the email to baylinks1@gmail.com- -- Advised to reset the password -- Password changed successfully 428081913698 CASE #: 16092924 Incontact ID: 428081946551 User ID: 177859048 RC #: 2105216303 # of DLS: Caller Name: Lilia Callback Number: 2814506335/ Ext 404 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ext 405-- Phone provisioning Provided Estimated Timeframe: Y Troubleshooting: -- 805EC0532378- Ext 405-(210) 634-1757 -- Advised to do screen sharing- agreed -- Factory reset the phone -- Updated server URL -- TEst Call Successful CASE #: 16093635 Incontact ID: 428082007028 User ID: 62404835004 RC #: 2068865465 # of DLS: 1 Caller Name: Nnamdi Callback Number: 2068865465 Verified Email: Y- Account Verified: Y- Admin/User: Y Issue: -- Unable to send sms when in a group? -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to screen sharing-- agreed -- Customer showed how he is sending the text message -- Advised to assign the operator extension to Ext 101 to be able to send sms via main company number -- Explained Call queue configuration -- Explained about forwarding to External Number -- Explained IVR Menus CASE #: 16093694 Incontact ID: User ID: 830075020 RC #: # of DLS: Caller Name: Andy Callback Number: 3109556688 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to send fax Provided Estimated Timeframe: Y Troubleshooting: -- Customer is using email to fax -- check email domain if it has errors with DMARC-- domain used has no records legendofasia.com -_ Sent article about email to fax not working or unavailable -_ Customer will search online 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: -- --