Untitled Note
By: Anonymous11/15/20222 views Public Note
11/15
CASE #: 16742033
Incontact ID:431621768343
User ID: 151495041
RC #: 7272653113
# of DLS:
Caller Name: Donna
Callback Number:7278582035
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Made some changes on the acct-- Main number changed
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Answered question about number set up
-- Added emails address for notifications
-- Advised customer to log in to admin portal
-- Checked on call handling-- Goes to Call queue Ext 2
-- Added email for notifications
-- Changed number of rings on custom rule for Ext 101
-_ EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16742308
Incontact ID:431621823486
User ID:62362415004
RC #:8632805871
# of DLS:
Caller Name: Antonnette
Callback Number:
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Diane from Sales
-- Purchased a Polycom- switch back to CISCO
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Reassign phone back to Ext
-- FCH2244FYG2- assign to Ext 103
-- Assigned the phone back to Ext 103-- (813) 724-3180
-- Provisioned phone successfully
-- Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16742933
Incontact ID: 431621822760
User ID: 489427044
RC #: (747) 300-5823
# of DLS: 0
Caller Name: Jennifer
Callback Number: 7602715301
Verified Email: Y- jeniffer.bryan@camprunamutt.com
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Admin access: error in adding an email
-- Unable to add a specific
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log in to admin portal
-- Guided customer in changing - SQA
-- Customer changed the PIN as well
-- Screen sharing agreed-_ manually enabled Extension 102
-- Unable to add email sheldon.kirch@camprunamutt.com as guest
-- Email address shows a bunch of characters--
-_For Glip Escalation
Contact Name: Jennifer
Contact Email: jeniffer.bryan@camprunamutt.com
Contact Number: 7602715301
Issue: Unable to add "sheldon.kirch@camprunamutt.com" as member of the group
Extension and Email for affected user: Ext 102-- sheldon.kirch@camprunamutt.com
Errors/notifications user is seeing: Your Admin does not adding an email which is not part of the company
Please include any screenshots of the errors that the users are seeing. Attached
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16743726
Incontact ID: 431621943761
User ID:1118017008
RC #: 2197647771
# of DLS:
Caller Name:Amy
Callback Number: 2197647771/ Ext
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Moved location- Changed VM
-- After hour message is incorrect
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log in to admin portal
-- Checked call handling-- Goes to Ext 10
-- Checked 2197460963 on call logs-
-- Call was routed properly
-- Rerouted after hours to route to call queue ext 10
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:16744047
Incontact ID:431621980604
User ID: 62812792008
RC #: 9285505423
# of DLS:
Caller Name: Idalia
Callback Number: 9285505423/ Ext
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Wanted to set up phones-
-- 3 phones purchased- from RC
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Screen sharing agreed-
-- Access admin portal
-_ Assign 48256726C208-- Ext 103-- 6232676906
-- Assign 48256726C058-- Ext 101--6232675166
-- Assign 48256726BE06- Ext 102--9282554207
-- Advised to reboot thrice--
-- Ext 102- went online-- Test Call Successful
-- Ext 103- went online-- Test Call Successful
-- Ext 101-- went online-- TesT Call Successful
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 431622013896
User ID:629151048
RC #:
# of DLS:
Caller Name: Morgan
Callback Number: 3137207681
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Hubspot- Integration
-- Sending SMS thru Hubspot
--SMS is not appearing on RC app-
--
Provided Estimated Timeframe: Y
Troubleshooting:
--
--
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16744503
Incontact ID:431622028497
User ID: 808895020
RC #: 877) 254-4777
# of DLS:
Caller Name: Nancy
Callback Number:6783287571
Verified Email: Y
Account Verified: Y-Auth
Admin/User: Y
Issue:
-- Jesse from Sales
--Updating greeting
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log into admin portal
-- Does not want to announce the company name on the greeting
-- Reroute the call directly on Ext 101- Disable user greeting
-- Test Call-- Successful
-- INterested in purchasing a license
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16741603
Incontact ID: 431622053331
User ID: 56348029
RC #: (800) 450-1863
# of DLS:
Caller Name: Golden
Callback Number: 4257787339
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- 8004501863--Unable to send fax to this number
-- Using Fax machine; Error 340
-- Customer is not receiving it thru their email
-- Added goldendgrotle@hotmail.com to receive faxes
-- Test fax pushed thru--
-- Did another test fax form the machine
-- Fax receive error in AI- when sending from 4256722738'
-- Customer requested to be called back
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked on admin portal
--Verify fax notification email
-- Added
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16731142
Incontact ID:431622099696
User ID:171212049
RC #: 616 510 3889
# of DLS:
Caller Name: Jan
Callback Number:616 510 3889
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Customer wants to speak with Jeric and no one else
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Case is assigne dto CNR queue
-- Consulted with FS, asked agent to do call back
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID:431622120764
User ID:833123020
RC #: 4083438850
# of DLS: 3
Caller Name: Zayettcy
Callback Number:4085994451/ Ext 103
Verified Email: Y--Zayettcy@dalconelectric.com
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Ordered a phone-- From RC
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check MAC: 482567431FC4
--Wants to be assigned to Ext 103
-_ Advised to log in to admin portal
-- Test Call on Ext 104-- Will use 4083859166 for the new extension
-- Guided customer in creating a new Extension-- Ext 105--(408) 385-9166
-- Guided customer in assigning the phone 482567431FC4- to Ext 105
-- Rebooted the phone-- Got Provisioned
-- Test Call Successful
-_ Customer mentioned that she was told that the order for VVX 350 has been cancelled bu it was delivered to her stills
-- Intends to return the phone, consulted FS
-- Process return device in AI
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Will process replacement
Device 'Polycom VVX 350 Business IP Phone (Instance ID=801756402007)' is being returned.
801756402007
4825672FBADC
CASE #: 16745782
Incontact ID: 431622187555
User ID: 1865124020
RC #:
# of DLS:
Caller Name: Paul
Callback Number:
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
--Lloyd - customer experience
-- Unable to print faxes, Migrate address
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Logged into admin portal
-- Advised to do screen sharing- Customer agreed
-- Customer mentioned that the issue has been happenning from the start
-- Advised customer that it is a natural delay
-- While screen sharing, Screen froze
-- Call got DC:
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 431622306188
User ID:952913020
RC #: 4804993478
# of DLS:
Caller Name: Jonathan
Callback Number: 4809393370 Ext
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Help in updating CNAM
Provided Estimated Timeframe: Y
Troubleshooting:
-- Will create a request for CNAM request
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CNAM: Kyle Wagehoft
IQNT-DID
UID: 952913020
4804993478
CASE #:
Incontact ID:431622319564-- DC call, caller is unable to hear me
User ID:
RC #: 2147642340
# of DLS:
Caller Name: Ram
Callback Number: (945) 257-9026
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Setting Fax Line
--
--
Provided Estimated Timeframe: Y
Troubleshooting:
--
--
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16747292
Incontact ID:431622323203
User ID: 1197600020
RC #: 2094253830
# of DLS:
Caller Name: Geofrey
Callback Number: 2092531170
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Phone provisioning- 3rd party
-- Ext 803- is the cxtension involved
Provided Estimated Timeframe: Y
Troubleshooting:
-- CISCO 508G--CCQ22450AIB Ext 803--(209) 921-3319
-- Check IP-- address 192.168.66.128
-- Advised to do screen sharing
-- Access GUI-- did manual provisioning
-- Phone Got Provisioned--
-- Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16747647
Incontact ID: 431622369234
User ID: 875107048
RC #: 2819620971
# of DLS:
Caller Name: Krystal
Callback Number: 2817231119/ Ext 101
Verified Email: Y-- krystalnhcrwa.com
Account Verified: Y-
Admin/User: Y
Issue:
-- Passwords for Phones devices-- access GUI
--
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked on number of phones
-- provided the disclaimer that they might lose the phone's warranty
-- Consulted with FS, was advised we can give the passwords since acct has more than 10 DLs
-_ Sent the passwords to krystal@nhcrwa.com--
-- Explained and let the customer use the password
-- Successfully accessed GUI
--EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
(281) 962-0994-- admn1385176048pwd
2819620960- admn1385174048pwd
2819620983- admn613501049pwd
2819624993- admn613502049pwd
2819620992- admn613503049pwd
2819620984-- admn613504049pwd
2819620993-- admn613505049pwd
2819620971- admn613510049pwd
2819620997-- admn613511049pwd
2819620976-- admn613500049pwd
2819620943- admn613498049pwd
2819620975-- admn613499049pwd
2814074723-- admn1385490048pwd
2819620986-- admn1385491048pwd
2819620954- admn1385488048pwd
2819620988-- admn1385487048pwd
2819620969-- admn1385486048pwd
431622392402-- disconnected Call
CASE #: 16747982
Incontact ID: 431622392402
User ID: 57380358
RC #: 3603002531
# of DLS:
Caller Name: Morgaine
Callback Number: (360) 316-9736/ Ext 78521
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Call handling-
-- VM greeting is incorrect
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Unable to authenticate
-- Advised to log into web portal to change SQA
-- Customer updated SQA and PIN
-- Customer changed User name
-_ Test Call Successful
-- Changed call handling on extension 78521
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
431622432608
6106781015==
431622432608
431622438296--
6106781015--
431622440247---
431622443487
431622443487
431622445830
431622446453
CASE #:16748232
Incontact ID: 431622441645
User ID:2595972008
RC #: 5624490133
# of DLS:
Caller Name: Ken
Callback Number: 5624490133
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Setting up an account
-- monica.jin@americanlendingcenter.com-- unable to use email for extension
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log in to admin portal
-- monica.jin@americanlendingcenter.com, checked in AI-- associated UID: 588104045
-- Ext 1005- removed the email on the UID: 588104045
-- Deleted the email on a free account-
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
431622457530
431622458490
-- 6106781015--
CASE #:16748302
Incontact ID: 431622457827
User ID:62100024016
RC #: 7329873996
# of DLS:
Caller Name: Yossi
Callback Number: 7187813742/ Ext 101
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Phone issue -- Ext 1001 s
-- SIP- Vicious-
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked on call logs-
-- Checked support site
-- Guided customer on the support site on L KB 87908
- Refer to ISP
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 431622468542
User ID: 62777248008
RC #: 3105407200
# of DLS:
Caller Name:
Callback Number:
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- DND-
--
--
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