Untitled Note

09/14 CASE #: 16276687 Incontact ID: 428961033625 User ID: 2585812008 RC #: 7049548466 # of DLS: Caller Name: Crystal Callback Number: 7049957332- Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Order another new set of phones -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into the admin portal -- Guided customer in ordering a phone -- Advised customer to call us back to manually provision all the phones to Ext 101 -- Eoc Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16276944 Incontact ID: 428961039885 User ID: 186849026 RC #: # of DLS: Caller Name: Jacob Callback Number: 2105638674/ Ext 135 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Not ringing on mobile phone- mobile app -- Provided Estimated Timeframe: Y Troubleshooting: -- Check Extension settings-- -- Check focus settings-- turned it off -- Test Call on APP-- incontact wont let me call dial a second line -- TEst Call is successful- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 428961095640 CASE #: Incontact ID: 428961074708 User ID: 302164030 RC #: 5048226733 # of DLS: Caller Name: Lee Ann Callback Number: (504) 982-9577 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Wants to cancel RingCentral wants to know how much they will have to pay -- Provided Estimated Timeframe: Y Troubleshooting: -- Pull up account -- Connect to CERT- Got Justin- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16277440 Incontact ID: 428961101660 User ID: 63051510028 RC #: 2083626000 # of DLS: 6 Caller Name: Sharon Callback Number: 2083626000/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Account information -- Email notification for faxes -- SMS data retention policy -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in admin portal -- Guided customer in adding an email on Ext 102 to receive email for faxes -- Checked article and relayed the policy to customer -- https://support.ringcentral.com/mvp/admin/company-account-settings/ringcentral-data-retention-policies.html -- Advised to go support site-- guided to https://support.ringcentral.com/article/8913.html -- Customer wilhave to do it from the owner's computer -- Will close the case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16277611 Incontact ID: 428961128306 User ID: 1598683027 RC #:8882505369 # of DLS: Caller Name: Brandon Callback Number: 7543178934/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Unable to send SMS from any user -- Provided Estimated Timeframe: Y Troubleshooting: -- Check SMS logs- there are messages that are being sent, there are some that failed -- SMS are enabled to local numbers -- Will escalate to Telco for SMS re-provisioning -- Provided info to customer about the SMS reprovisioning (818) 963-5153 (404) 991-5600 (404) 446-9400 (754) 703-7286 (818) 485-2377 (813) 738-6880 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16277810 Incontact ID: 428961129891 User ID: 62775386008 RC #: 6156222579 # of DLS: Caller Name: Shawn Callback Number: 4044359441/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Port In- Number dialed not in service -- (615) 488-3121 Provided Estimated Timeframe: Y Troubleshooting: -- Check (615) 488-3121 - on number inventory -- Customer wants to replace the current company number 6156222579 with (615) 488-3121 -- Wants to retain the 6156222579- -- Process number change in AI-- Main Number changed from (615) 622-2579 to 1 (615) 488-3121 -- Test Call- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16278109 Incontact ID: 428961154390 User ID: 509079040 RC #: 4407971887 # of DLS: Caller Name: Gary Callback Number: 4407971887/ Ext 102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Cant log in- to app -- Outbound caller ID -- Interested in adding Extension Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Customer wants to change password form my end--Processed changed in AI Nicolai05!- -- Customer is unable to log in-- Advised to click on change password link -- Guided customer in changing outbound caller ID -- Provided info about adding Extension Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16269051 Incontact ID: User ID: 357703048 RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Sarah from 0/19 -- Port In- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16278670 Incontact ID: 428961231764 User ID: 1189523011 RC #: 9497776119 # of DLS: Caller Name: Peter Callback Number: 9497776119 Verified Email: Y- Account Verified: Y- auth Admin/User: Y Issue: -- Email is in use- -- Try to create a user Provided Estimated Timeframe: Y Troubleshooting: -- Checked in AI- trudinsky@gantryinc.com -- on UID 1974463021 -- Removed the email -- Customer was able to create an extension Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 428961253899 User ID: 3058118020 RC #: 2512924056 # of DLS: Caller Name: Mike Callback Number: 2512924056 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Upgrade to rooms -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in checking biling Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16278909 Incontact ID: 428961274149 User ID: 815998040 RC #: 2167106736 # of DLS: 3 Caller Name: Tanesha Callback Number: 2162139133/ Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Add a user -- Create IVR -- Provided Estimated Timeframe: Y Troubleshooting: -- Screen sharing requested- agreed -- Logged into admin portal -- Assisted customer in creating a user-- Successfully created Ext 106- 2162787429 -- Replace 2162787429 with 2162980494--Additional Number changed from (216) 278-7429 to 12162980494 -- Customer wants to let Extension user join the screen sharing -- Extension is activated by the user -- Contact ID: 428961340642-- OB conferenced with Ext 106 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 2162980494 CASE #: 16279594 Incontact ID: 428961336366 User ID: 342929048 RC #: 9712522282 # of DLS: Caller Name: Cindy Callback Number: 9712522282/ Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Number tagged as SPAM Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Sent email article on how to avoid spam tagging -- Explained how CNAM appears and its limitations -- Customer understood-- 6199970823-- Call failed/ 6307507443 -- Call Failed (19). Hardware, network or provider error. Try call again later.--- error in AI -_ Advised customer to call number 6199970823- Call Failed (19). Hardware, network or provider error. Try call again later. -- 2pm PST-- Customer Call back Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y PATIO COVER PPL level- (503) 927-6937 (503) 479-5385 503) 820-4194 (971) 252-2282 CASE #: 16281189 Incontact ID: 428961387632 User ID: 58914171 RC #: 8883678179 # of DLS: Caller Name: Demetra Callback Number: 4242989307/ Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Reinstating a number- 8773632267 -- Provided Estimated Timeframe: Troubleshooting: -- Check in AI- number no match in records -- Checked wild search for phone numbers-- No result still -- Provided info to customer-- understood -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 14969056 CASE #: 16281158 Incontact ID: 428961424020 User ID: 62951404028 RC #: (732) 612-9721 # of DLS: Caller Name: Shivaraj 104 Callback Number: (732) 612-9721 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Upgraded retention policy? -- Archiver query Provided Estimated Timeframe: Y Troubleshooting: -- advised to log in to admin portal -- Checked archiver -- Provided info about data retention policy -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y --Retention call from how many Ext 1270-7324164821 16174071-- MINDLANCE Called at 9712522282, Contact ID: 429061563959 -- 6307507443--6199970823 -- Number was called via Ext 101 -- Advised customer that we will create a carrier ticket --- CASE #: 16282503 Incontact ID: 429061566876 User ID: 786320048 RC #: 8327781010 # of DLS: Caller Name: Mohit Callback Number: 8327781010 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Added a user- -- Set up user-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer to log into admin portal -- Guided customer in setting up the user EXt 102-- Phone Sysytem- All numbers-- Setup user -- Created Ext 102 Successfully-- customer activated the Extension -- Guided customer in changing the phone number of the Extension -- Successfully changed number (832) 856-2876 to (832) 532-2525 -- Configured call handling for company- -- Created a call queue -- Test Call- Successful -- Guide customer in how to upload a customized greeting; Uploaded Successfully -- EOC, No other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 429061639439 User ID: RC #: 9092943347 # of DLS: Caller Name: Dionne Callback Number: (754) 217-0444 Ext 102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Account is unable to send SMS -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16282227 Incontact ID: 429061644346 User ID:2793399020 RC #: # of DLS: 4338 Caller Name: Mark Callback Number: 7274907209 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calling about open case / 16282227 -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked cases on the account -- 16282315-- Escalated to Telco case-- NUmber reported is incorrect to reprovisioned -- 7278227171- correct number to be reprovisioned -- Created a TELCO ticket 7274907209- Callback number Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16283352 Incontact ID: 429061657350 User ID: 896861011 RC #: 3104777442 # of DLS: 2 Caller Name: Miwa Callback Number: 5623913166/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone issue-- Orange lights -- Provided Estimated Timeframe: Y Troubleshooting: -- Check account, suspended-- needs to update payment information -- Advised to log into admin portal -- Will callback, customer needs to confirm from owner what CC details-- -- Gave case number Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16283358 Incontact ID: 2136069012 User ID: 2136069012 RC #: # of DLS: 228 Caller Name: Vince Callback Number: 4438950904 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Logging in to the account -- Provided Estimated Timeframe: Y Troubleshooting: -- Verify what credential customer is using -- Customer recalled he has to log in via the admin portal -- Customer got in-- EOC -- Close the case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16283575 Incontact ID: 429061670051 User ID: 791118040 RC #: 657916731/ # of DLS: Caller Name: Mary Callback Number: (714) 234-8781 Verified Email: Y- maryg@harbourlaser.com Account Verified: Y- Admin/User: Y Issue: -- Wants to send SMS to multiple customers Provided Estimated Timeframe: Y Troubleshooting: -- Unable to pull up any account using or 657916731 -- Advised to log in to ADMIN portal -- Guided customer through the support site-- https://support.ringcentral.com/article/High-Volume-SMS-Overview.html -- Guided customer through-- https://www.ringcentral.com/apps/high-volume-sms?compatibility=ringcentral -- Provisioned (714) 861-9240-- Successfully-- will receive a confirmation after 2-5 days if number is completely -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 09/15 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 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: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y