Untitled Note

October 11 Tuesday 1.) 16469926 CASE NUMBER - 16469926 Issue: For Liam_CNAM_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427580673428 Date and Time: 10/11/2022 6:09:20 AM Reason for Call: case_16387715 Incontact ID: 427580673428 RC#: 2673508603 User ID: 62343987008 Caller Name: Liam Caine Email: liam.caine@jevs.org Callback Number: 2673508603 Account Verified: y sq ext 8603 - admin Total # of DL's: 521 Company Name: Jevs Human Services Sign Up Date: 07/22/2019 Troubleshooting: Liam called regarding caller id for phone number - 4123769472 - request for cnam push -CASE: 16469926 UID: 62343987008 CNAM: JEVS AT HOME Provider: IQNT-DID Numbers: 4123769472 -etr 24-48hrs -will leave the case open for ff up Notes: caller id 4123769472 - show up ASERACARE HOSP - JEVS AT HOME CASE: 16469926 UID: 62343987008 CNAM: JEVS AT HOME Provider: IQNT-DID Numbers: 4123769472 ********************************************************* 2.) 16470103 CASE NUMBER - 16470103 Issue: For Janice_Cancellation of Contract_Assisted by Mira Incontact ID: 427580692419 RC#: 3108376101 User ID: 187084035 Caller Name: Janice Beighey Email:janice@tower90230.com Callback Number: 3103846855 Account Verified: Y SQ admin Total # of DL's: 8 Company Name: Tower Insurnace Sign Up Date: 06/28/2018 Troubleshooting: Janice called in saying that she would like to cancel her account -provide her manager's email maita.acab@ringcentral.com -no other issue raised during the call Notes: INQUIRE ABOUT UR CONTArat c - Active ContactID: 427580692419 maita.acab@ringcentral.com ********************************************************************** 3.) 16470284 CASE NUMBER - 16470284 CASE NUMBER - 16470284 Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 427580699765 Date and Time: 10/11/2022 6:37:36 AM Reason for Call: rma rma Incontact ID: 427580699765 RC#: 5168707009 User ID: 182986048 Caller Name: Derek Mahabir Email: Callback Number: 5168707009 Account Verified: NO Total # of DL's: 410 Company Name: Family Residences and Essential Enterprises Sign Up Date: 12/30/2021 Troubleshooting: Drek called in saying that he did not receive the rma -cust said that he will call back and said thank you - no ts done - no info provided Notes: prov the phone conference - sent in someone will be contacting ********************************************************************* 4.) 16464720 CASE NUMBER - 16464720 CASE NUMBER - 16464720 Incontact ID: 427580714333 RC#: 6095816622 User ID: 195343023 Caller Name: Naba Hasnain Email: naba@aahcs.org Callback Number: 6466909998 Account Verified: Total # of DL's: 170 Company Name: All American Healthcare Services, Inc. Sign Up Date: 07/10/2014 Troubleshooting: Gerald from 0-19 - transferred the call - was able to speak with cust Naba -call got disconnected - did call cust back at phone number 6466909998 - Active ContactID: 427580719175 -cust is not available -no ts done Notes: Active ContactID: 427580714333 || **************************************************************** 5.) 16470692 CASE NUMBER - 16470692 Issue: For Kevin_Missed Calls_Assisted by Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 427580718935 Date and Time: 10/11/2022 6:58:20 AM Reason for Call: 8 Incontact ID: 427580718935 RC#: 5164421828 User ID: 214793048 Caller Name: Kevin Lyons Email: dallowspicer@yahoo.com Callback Number: (516) 559-6646 Account Verified: y sq admin Total # of DL's: 1 Company Name: Kevin F Lyons CPA PLLC Sign Up Date: 01/13/2022 Troubleshooting: Kevin called in saying that he has 75 missed calls -cust said he can see the 75 missed calls on his desk phone -did make a test call to phone number - 5164421828 via glip -cust confirmed that both desktop and mobile ringing -no other issue raised during the call Notes: missed calls 75 ********************************************************** 6.) 16470907 CASE NUMBER - 16470907 Issue: For Joseph _Share Video Meetings_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427580739592 Date and Time: 10/11/2022 7:18:26 AM Reason for Call: open_case Incontact ID: 427580739592 RC#: 7189330300 7187013242 User ID: Caller Name: Joseph Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Campaign Name: RingCentral Main Customer Service Contact ID: 427580739592 Date and Time: 10/11/2022 7:18:26 AM Reason for Call: open_case Incontact ID: 427580739592 RC#: 7189330300 7187013242 Caller Name: Joseph -Joseph called in regarding the call flow -cust said that he called in the wrong phone company -no ts - cannot pull up the account Notes: ss359085 || scott@acsny.com || eltech elevators || ******************************************************** 7.) 16471153 CASE NUMBER - 16471153 Issue: For Vincent_Share Video Meetings_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427580749682 Date and Time: 10/11/2022 7:30:20 AM Reason for Call: None Incontact ID: 427580749682 RC#: 3183172855 User ID: 2008624027 Caller Name: Vincent Sims Email: nyse02@yahoo.com Callback Number: 3188202256 Account Verified: y sq - admin Total # of DL's: 1 Company Name: Gevinsi Realty LLC Sign Up Date: 12/01/2020 Troubleshooting: Vincent called in saying that he cannot share video meetings -informed cust that he can share the recordings within the organization or has a rc account -walk through cust on how to share the recordings outside the organization - video - recordings - my recordings - download -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: 427580749682 - share video to random - 5-10 mins from email saying ready to be shared went to Video > Meetings > Recordings > click Share and it only 16444348 **OUTBOUND CALL** CASE NUMBER - 16427472 -did call cust back at phone number - (302) 688-7620 || Active ContactID: 427580848254 -cust is not available, reached vm, left vm ********************************************** 8.) 16472306 CASE NUMBER - 16472306 Issue: For Craig_RC APP White Screen_Assisted by Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 427580840405 Date and Time: 10/11/2022 8:45:13 AM Reason for Call: not_ringing Incontact ID: 427580840405 RC#: 4073775482 User ID: 62854457028 Caller Name: Craig Smith Email: hello@inspiraterra.com Callback Number: 4073775482 Account Verified: y sq Total # of DL's: 2 Company Name: Inspiraterra Sign Up Date: 06/24/2021 Troubleshooting: Craig called in saying that he cannot access rc desktop app -did screen sharing session - https://v.ringcentral.com/join/408816905 -cust said that he is getting a white screen when he try to access rc app -did follow the steps in this article - https://support.ringcentral.com/article/fixing-white-screen-issue-when-launching-ringcentral-app-desktop.html -instead of ctrl shift d - did f12 and follow up the steps -restart computer -cust confirmed that rc app is working now - no white screen -walk through cust on how to change the language of his computer to English -cust said that it does not have an option to change the language to English -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: rc app - desktop app notworking white screem || https://v.ringcentral.com/join/408816905 ************************************************************* 9.) 16474422 || 16452771 CASE NUMBER - 16474422 Issue: For Beth_Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427581020799 Date and Time: 10/11/2022 10:58:42 AM Reason for Call: case_16452771 Incontact ID: 427581020799 RC#: 2676037381 User ID: 2249527015 Caller Name: Mike Campellone Email: CampelloneM@co.delaware.pa.us Callback Number: 4848325662 Account Verified: extension 8914833 Total # of DL's: 650 Company Name: County of Delaware Sign Up Date: 03/24/2020 Troubleshooting: Kenny from 0-99 transferred the call - was able to speak with cust Mike -Mike said that he has one way audio with phone number - 4848453610 -informed cust that he has an open case with QOS 16452771 Account Name -informed cust that QOS team is handling this case and called him today but reached his vm -cust Callback Number: 4848325662 -no other issue raised during the call Notes: Kenny from - cannot hear the cust A bunch of firewall changes were made , after that we noticed that only some phones are working as expected . Dialing via the internal number we can only hear one way audio, Phones are on 10.37.136.0/24 subnet . While 10.37.136.81 has no issues connecting with bi-directional audio , 10.37.136.182 would not . Firewall engineer on standby says sessions are allowed and we can connect . 4848453610 || Make and Model: Polycom VVX 350 Serial Number: 48256709E6A8 DL: (484) 465-1116 ext Ext. 8914833 ***************************************************** 10.) 16475900 CASE NUMBER - 16475900 Issue: For Martin_User Details_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427581110702 Date and Time: 10/11/2022 12:09:12 PM Reason for Call: new case ID 5002H00001RHCyhQAH Incontact ID: 427581110702 RC#: 5137444610 User ID: 2092010021 Caller Name: Martin Re Email: mre@lifewaycenters.com Callback Number: 5137444610 Account Verified: y sq admin Total # of DL's: 42 Company Name: LifeWay Counseling Centers. Inc. Sign Up Date: 07/09/2020 Troubleshooting: Martin called in saying that he needs assistance with ext 4626 -walk through cust in changing the user details for ext 4626 to the new employee's name walk through cust in changing the user details for ext 815 to the new employee's name -no other issue raised during the call -asked permission from cust to close the case cust agreed -csat spiel - satisfied Notes: 5136744 new ee 4626 - (513) 744-4626 ************************************************************* 11.) 16476158 CASE NUMBER - 16476158 Issue: For Larry_Call Forwarding_Assisted by Mira Campaign Name: Sales_General_US 1 DNIS: 8005745290 Skill: Sales - Inbound Voice 2 Incontact ID: 427581141459 RC#: 3108398970 User ID: 57467601 Caller Name: Larry Cobar Email: larry@pspmla.com Callback Number: 3108398970 Account Verified: No Total # of DL's: 12 Company Name: Pacific Shore Property Managment Sign Up Date: 05/13/2009 Troubleshooting: Larry called in saying that he needs to forward all calls from 3108398970 to 8188607545 -cust cannot verify the account -offer walk through cust declined and hung up -no ts done Notes: forwardedto another external || Active ContactID: 427581141459 - 28172817 -larry 3108398970 external 8188607545 Security Question: What is your pet's name? Answer:riley ****************************************************************** 12.) 16477019 CASE NUMBER - 16477019 Issue: For Derek_MS Teams_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 427581107818 Date and Time: 10/11/2022 12:38:45 PM Reason for Call: None Incontact ID: 427581107818 RC#: 4077227440 User ID: 1441356021 Caller Name: Derek Williams Email: dwilliams@eolatech.com Callback Number: 4077227442 Account Verified: y sq ext 7442 Total # of DL's: 19 Company Name: Eola Technology Partners Sign Up Date: 10/24/2017 Troubleshooting: Derek called in saying that he needs assistance with desk phone to be associated with ms teams -informed cust that he should have ms license and his AM will be the one to process the purchase for ms license -provide AM email - blake.saylor@ringcentral.com -cust said to leave the case for ff up -no other issue raised during the call Notes: phones flash micro soft - flash micro soft teams 259245035 - uid || Make and Model: Polycom VVX 201 SN: 64167F82C640 blake.saylor@ringcentral.com || (888) 898-4591 - tech support ******************************************************************** 13.) 16473382 CASE NUMBER - 16473382 Issue: For Yleanna | Signature Pad Issue - Assisted by Mira Incontact ID: 427581214366 RC#: 4146353619 User ID: 62888991028 Caller Name: Yleanna Cruz Email: ycruz@brewerycu.com Callback Number: 4142733170 Account Verified: y sq Total # of DL's: 38 Company Name: Brewery Credit Union Sign Up Date: 07/08/2021 Troubleshooting: Yleanna called in saying that her signature is not working -cust said that she is no longer using the rc app but still signature pad not working -informed cust that signature is not related signature pad with rc -no other issue raised during the call Notes: Active ContactID: 427581214366 - signature pad topaz - prodoc app for the receipt - update with rc ************************************************************* 14.) 16478001 CASE NUMBER - 16478001 Issue: For Aaron Clarke_CNAM_Assisted by Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 427581284169 Date and Time: 10/11/2022 2:35:22 PM Reason for Call: Incontact ID: 427581284169 RC#: 2675788612 User ID: 3247420008 Caller Name: Aaron Clarke Email: Yourcreditmechanic@gmail.com Callback Number: 2675788612 Account Verified: y sq Total # of DL's: 8 Company Name: Philly Credit Mechanic Sign Up Date: 01/30/2018 Troubleshooting: Aaron called in saying that he has issues with caller id -will leave the case open for ff up -request for cnam push CASE: 16478001 UID: 3247420008 CNAM: CREDITMECHANIC Provider: IQNT-DID 2675788612 2678284820 2672347687 2677287070 Notes: ob calls - caller id 2675788612 || 2677287070 || 2672347687 || 2678284820 CASE: 16478001 UID: 3247420008 CNAM: CREDITMECHANIC Provider: IQNT-DID 2675788612 2678284820 2672347687 2677287070 2672347687 | 2677287070 **************************************************************** 15.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Total # of DL's: Company Name: Sign Up Date: Troubleshooting: Notes: