Untitled Note

Caller Name: Chris RC #: Callback Number: 662 912 1382 Verified Email: # of DLS: InContact ID: 225987390130 User ID: 378005048 Case #: Account Verified: Y Issue: -call from Rosemarie (sales) -cust would like to have a specific hapmce ************************************************ Caller Name: Ryan RC #: 3474747142 Callback Number: (347) 391-6371 Verified Email: freightdispatchservicesllc@gmail.com # of DLS: 210 InContact ID: 225987448563 User ID: 2482379020 Case #: 15659267 Account Verified: Y Issue: -add extension with MVP license Troubleshooting: -assisted Ryan in adding ext through admin portal > users > add user -cust agreed with the $59.99 additional monthly bill for the new user ext 108 -case closed ************************************************ Caller Name: Jacob RC #: 19037173260 Callback Number: 9313322814 Verified Email: jacob.pigg@quickvisituc.com # of DLS: 97 InContact ID: 225987464130 User ID: 2488846015 Case #: 15659487 Account Verified: Y Issue: -ext 183 is unable to send and receive faxes -ext 201 is unable to send and receive sms Troubleshooting: -disabled Connecting Message, Audio While Connecting and Hold Music -did test fax to (430) 562-8448 / successful -checked scp > sms/mm feature for ext 201 is not enable -created telco ops case 15659526 to enable sms feature of ext 201 received email from cust / requesting for a callback again cb #: (408) 549-7183 cb icid: ************************************************ Caller Name: Ebony RC #: 13363974847 Callback Number: 2366750283 Verified Email: ebony.slade@rhino-ses.com # of DLS: 33 InContact ID: 225987491524 User ID: 15659666 Case #: 15659666 Account Verified: Y / ext 11625 Issue: -Request to enable sms/mms feature for phone number (214) 432-5949 Troubleshooting: -created telco ops case 457034023 to enable sms/mms feature of ph # (214) 432-5949 (214) 432-5949 ************************************************ Caller Name: Scott RC #: Callback Number: 3522142460 / anytime Verified Email: scott@saiains.com # of DLS: 31 InContact ID: 225987503496 User ID: Case #: Account Verified: Y / ext 110 Issue: -ext 101 audio quality is garbled -ext 101 can hear clear but the person on the other line cant hear user ext 101 clearly Troubleshooting: -uninstalled then reinstalled the RC phone from https://apps.ringcentral.com checked the microphone setting of the computer: Select Start > Settings > Privacy > Microphone . In Allow access to the microphone on this device, select Change and make sure Microphone access for this device is turned on. Then, allow apps access to your microphone. In Microphone settings, go to Allow apps to access your microphone and make sure it's turned on. Once you've allowed microphone access to your apps, you can change the settings for each app. In Microphone settings, go to Choose which Microsoft apps can access your microphone, and turn on apps you want to use with it. For desktop apps, make sure that Allow desktop apps to access your microphone is turned on. -cust said that they already tried another port and a brand new headset > same issue -went to settings of the RC phone app > notifications and sounds -did test call to (352) 380-1480 / sounds like garbled but no words at all / the user ext 101 can hear me clear according to Scott as he is accessing the user's pc remotely ISP: GRU DOWNLOAD: 99 mbps UPLOAD: 15.9 mbps PING: 2 ms CALL SAMPLE: Calling #: 18888984591 Called #: 13523333775 Date/ Time: 7/6/2022 11:19:12 AM UTC-07:00 Results: Call accepted (0). Call connected and accepted. Session Logs: 558945471040 -changed the microphone source in the RC phone app *** settings > notifications and sounds > microphone > "same as system" -the microphone bar is moving like it is capturing sound from the microphone but nothing CALL SAMPLE: Calling #:18888984591 Called #:13523333775 Date/ Time: 7/6/2022 11:36:33 AM UTC-07:00 Results: Call accepted (0). Call connected and accepted. Session Logs: 558996236040 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: cb #: (408) 549-7183 cb icid: 226089680344 -spoke with Brylle -cust tried to call the ph # (650) 502-4218 using his mobile phone > still showing the caller id of the caller which is (650) 535-3249 and not the called number "Customer Name: Brylle Best callback number: (408) 549-7183 Customer's preferred callback time (with timezone): 3:00 pm PST Email address: solutions@peachtreehomes.org Problem: Incoming call information shows the caller's caller id instead of called number Steps to reproduce: 1.Cust called the (650) 502-4218 2. the app and web version shows caller id which is (650) 535-3249 1. I called using my Ring Central app (650) 437-0725 2. My call shows my caller id , not the number that I called Troubleshooting: -Incoming call information in ext 102 is already set to "called number" -did a test call > cust answered call thru app and web version of the app > cust said that my call still shows my caller id not the number I called -assigned the phone number (650) 502-4218 to auto receptionist > did test call still the same CALL SAMPLES: Calling Number:18888984591 Called Number:16504370725 Date/Time:7/5/2022 12:33:33 PM UTC-07:00 Results:Call accepted (0). Call connected and accepted. Session logs:137730904048 Calling Number:16505353249 Called Number:16505024218 Date/Time:7/6/2022 1:04:35 PM UTC-07:00 Results:Missed (Unk) [10000] Session logs:139709345048 ************************************************ Caller Name: Julie RC #: Callback Number: 740 244 8816 Verified Email: julie.webster@alluvialprivatewealth.com # of DLS: 476 InContact ID: 226089689502 User ID: 2444367036 Case #: 15662121 Account Verified: Y Issue: -add ext 8816 to the presence of ext 8822 Troubleshooting: -added ext 8816 to the presence of ext 8822 through admin portal -cust called ext 8822 to confirm that her ext is already showing up on Lars deskphone -case closed cb #: (931) 332-2814 cb icid: 226089720101 -spoke with Jacob / adv cust that ext 201 sms feature is now enabled -case closed ************************************************ Caller Name: Jason RC #: Callback Number: 416 727 1614 Verified Email: jason.baretto@peoplecorporation.com # of DLS: 1,293 InContact ID: 226089715846 User ID: 876073004 Case #: Account Verified: Y Issue: -update Security question for ext 0 Troubleshooting: -assisted Jason in updating the security question and password through admin portal > users > ext 0 > user details > change password and pin ************************************************ Caller Name: Andrew RC #:18135752652 Callback Number: 407 205 5449 Verified Email: andrew.fager@concurrentadvisors.com # of DLS: 28 InContact ID: 226089727457 User ID: 139730030 Case #: Account Verified: Y / ext 429 Issue: -ext 429 unable to do outbound calls because of error message" Access to your microphone is blocked. Change your system settings to allow RingCentral to use your microphone." DEVICE: HP Elite book Windows 10 pro 64 bit Steps to reproduce: -cust tried to call out > " Access to your microphone is blocked. Change your system settings to allow RingCentral to use your microphone." -I called (813) 609-5207 > cust was not able to answer my call > " Access to your microphone is blocked. Change your system settings to allow RingCentral to use your microphone." Troubleshooting: -uninstall then reinstall the app from https://apps.ringcentral.com / did test call / same error -Select Start > Settings > Privacy > Microphone . In Allow access to the microphone on this device, select Change and make sure Microphone access for this device is turned on. Then, allow apps access to your microphone. In Microphone settings, go to Allow apps to access your microphone and make sure it's turned on. Once you've allowed microphone access to your apps, you can change the settings for each app. In Microphone settings, go to Choose which Microsoft apps can access your microphone, and turn on apps you want to use with it. For desktop apps, make sure that Allow desktop apps to access your microphone is turned on. -no internet security suite (such as AVG, Bitfender and Kaspersky ) /cust is using CYLANCE PROTECT CALL SAMPLE: Called #:18135752652 Calling #: 18888984591 date/ time:7/6/2022 1:53:02 PM UTC-07:00 results: Force stopped session logs: 243577099030 -the microphone is accessible to other apps such as ZOOM,Microsoft teams and camtasia -logged in to the web version of the app > tried to call out > success -issue started on 07/04/22 How to Clean-uninstall Step 1. control panel > programs and features uninstall the app Step 2. Go to the C: drive Make sure that the hidden files are shown (View or view options - Folder and search options > show hidden files) C: drive > open program (x86) > delete RC or BT folders C: drive> Check program data folder > delete RC or BT folders C: drive> Users or the username for the computer > local> delete RC or BT Step 3. Delete the BT or RC app from the Registry editor Search regedit > open HKEY_current_user >open software> delete RC or BT -microphone worked -case closed ************************************************ Caller Name: Paschal RC #: 17202664007 Callback Number: 720 408 7703 Verified Email: paschal@synergystaffing.org # of DLS: 7 InContact ID: 226089806932 User ID: 1279295011 Case #: 15663185 Account Verified: Y Issue: -ext 110 is unable to login -request to turn off 2-factor authentication for 1 hour Troubleshooting: -disabled the 2-factor authentication for 1 hour only -ext 110 was able to login -case closed ************************************************ Caller Name: Marc RC #: 18884735875 Callback Number: (626) 566-8385 / preferred time 8:00 am to 5:00 pm PST Verified Email: marc@lamclinic.com # of DLS: 50 InContact ID: 226089817540 User ID: 57049230 Case #: 15663428 Account Verified: Y / ext 544 Issue: -conference code for ext 312 is not working > error message "you have entered invalid access code" Troubleshooting: -user ext is using the Cisco SPA-303 Desk Phone to do the conference calling Steps to reproduce: 1. called (267) 930-4000 2.entered participant code 321-195-420 3."you have entered invalid access code" 1. login the admin 2. click users 3. click ext 312 4. phones and numbers 5.conference 6. reset participant code 7."We are sorry. Your request cannot be completed at this time. Please try again later." Troubleshooting: (steps taken to address the issue) -cust said that they already rebooted the deskphone -tried to reset the participant code > "We are sorry. Your request cannot be completed at this time. Please try again later." -cust tried ext 350 with participant code 425-583-574 > "you have entered invalid access code" ************************************************ Caller Name: Alex RC #: 4157170614 Callback Number: 4157170614 ext 101 Verified Email: service@apappliancerepair.net # of DLS: 2 InContact ID: 226089838301 User ID: 62824549031 Case #: 15663561 Account Verified: Y / ext 101 Issue: -ext 101 is no longer receiving calls after 3pm from the main number (415) 717-0614 Troubleshooting: -checked company hours > set to 8am to 3pm -changed the company hours to 8am to 5pm -created custom rule from 5pm to 6pm > forward calls to ext 102 -created announcement-only extension 1 -set call forwarding for after hours to announcement-only ext 1 -did test call -case closed from 8am to 4pm main number ************************************************ 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: ************************************************ 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: ************************************************ 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: ************************************************