Untitled Note

04/04 CASE #: Incontact ID: 462090995218 User ID:188872050 RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Transferred from billing -- Charter SMB acct -- Provided Estimated Timeframe: Y Troubleshooting: -- Referred to Charter SMB -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18103423 Incontact ID: 462090995965 User ID: 2365763015 RC #: (216) 281-4673 # of DLS: 26 Caller Name: Rhonda Callback Number: 2164150524 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Delete a Super Admin -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal- Ext -- Guided how to remove the user details of Ext 101 -- Advised customer that extension can not be deleted -- Wants to cancel the MVP license attached to Ext 101 -_ Connected to Retention Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18103820 Incontact ID: 462091010675 User ID: 346640040 RC #: 4048425070 # of DLS: Caller Name: George Callback Number: 4042714185- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Activate with phone -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in assigning the phone from the admin portal -- 48256731C997-- will be assigned to Ext 105- (404) 305-3481-_ Went online- -- 48256731CA08-- will be assigned to Ext 106-- (470) 905-2456 -- Test Calls Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18104435 Incontact ID: 462091049810 User ID: 1443694011 RC #: 3012621087 # of DLS: 3 Caller Name: May Callback Number: 3012621087- Ext 103 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Unable to see who's calling -- Rings once and goes to VM Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Checked call handling -- Goes to extension Ext 103-changed to ring all at once -- Call got disconnected- Called (301) 887-5148- 462091070618 -- Called 3012621087--462091072816-- Got May but line went silent again -_ Endorsed to ORT Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18104721 Incontact ID: 462091074581 User ID: 63166088004 RC #: 2078882434 # of DLS: Caller Name: Ali Callback Number: (207) 329-2838 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Activating a Yealink phone -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Yealink T57W- 805E0C5F1FF2-- (207) 810-2016 -- Guided customer in connecting to Wifi- - Phone went online - Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 462091092711 User ID: 279605049 RC #: 7787694621 # of DLS: 1 Caller Name: Alisson Callback Number: (604) 842-3682- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change on call- number -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in admin portal -- Guided in changing- the external number -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18105379 Incontact ID: 462091113568 User ID: 2250151005 RC #: 9727462844 # of DLS: Caller Name: Darrell Callback Number: 2144295112 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Unable to receive-calls -- -- Provided Estimated Timeframe: Y Troubleshooting: -- No SQA- Advised to set SQA -- Guided customer in setting up PIN and SQA -- Screen sharing agreed00 Configure call handling -- Ring all at once with external number -- Test Call Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18105654 Incontact ID: 462091152528 User ID: 63243477004 RC #:5109031081 # of DLS: Caller Name: Ajitpal Callback Number: 5109031081 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Narwin from TCR -- A beep every 10 seconds -- Provided Estimated Timeframe: Y Troubleshooting: -- Calling from a mobile app- hearing an ocassional beeping -- Disable periodic tone for outbound --_ Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18105996 Incontact ID: 462091164510 User ID: 166351049 RC #: # of DLS: 12 Caller Name: Kaamil Callback Number: 6127705599 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change IVR set up -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Guided customer in creating a call queue -- Customized company hours - Routed work hours to Call queue -- Closed hours to IVR menu -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called (415) 328-9099 462091203006- Was able to get Kevin -- Customer added 9862364057 CASE #: Incontact ID: 462091208327 User ID: 511056032RC #: 7325413800 # of DLS: Caller Name: Laurent Callback Number: 7325413825- Ext 3825 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- 33576032-33519032 -- Avaya Cloud Office -- Joshua Carambis Provided Estimated Timeframe: Y Troubleshooting: -- Customer wants to talk to Joshua Carambias, a supervisor who's handling the case -- Consulted FS- was advised -- Called NTD: was advised to let the customer email ntd.heldesk@ringcentral.com--and request for the person to call him back. As per customer he's been requesting for a call back for weeks but did not receive any -- Requesting for a supervisor from our end Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18107358 Incontact ID: 462091249058 User ID:378871048 RC #: (678) 990-0012 # of DLS: 2 Caller Name: Loraine Callback Number: (678) 990-0012 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Accessing VM- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Check support article -- Provided instruction to caller in how to access VM using a phone -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 462091253223 User ID: 545944048 RC #:(716) 791-5598 # of DLS: Caller Name: Sean Callback Number: 8023721171 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Abner from TCR -- Unable to make and receive calls -- Provided Estimated Timeframe: Y Troubleshooting: -- Contact Center account -- Transferred Call to CC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18107460 Incontact ID: 462091255635 User ID: 62924194008 RC #: 7204141092 # of DLS: 4 Caller Name: John Callback Number: 7144879081- Verified Email: Y-jnguyen@iaula.edu Account Verified: Y- auth Admin/User: Y Issue: -- Set Up Phones Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Changed email address associated with the account- -Original admin is no longer connected to the company -- Guided customer in activating the unassigned Extensions with Yealink T33 Phones -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18107556 Incontact ID: 462091290792 User ID: 267069041 RC #: 262) 641-5055| 4143277020 # of DLS: Caller Name: Vera Callback Number:262) 641-5055- Ext 505 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Extension added to a group -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 507- Ext 139- Extensions involved-- Advised to log into admin portal -- 4143277020 number dialed- -Checked call handling- Goes to extension 561- -- Add extension 507- on call handling of ext 561 -- Test Call Successful- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:462091299495 User ID: 2100691021 RC #: 2122958575 # of DLS: Caller Name: Richard Callback Number: 2122958575- Ext 48575 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Leaving a Vmessage on desk-phone -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on extension 48575 settings -- Consulted FS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18088267 Incontact ID: 462091317140 User ID: 63302108004 RC #: (339) 237-3506 # of DLS: Caller Name: Dan Callback Number: 8432122268- Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- We would like to enable Directory Integration and SSO with Azure Active Directory to provision users in RingCentral portal. Provided Estimated Timeframe: Y Troubleshooting: -- Consulted FS, was advised to follow article about single sign on -- Customer uploaded metadata file -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18109186 Incontact ID: 462091410513 User ID: 301430040 RC #: 2128706175 # of DLS: Caller Name: Jonas Callback Number: 9293698135- Ext 103 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up new phone -- Ext 115- 118 -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Guided customer in assigning the phone to Extension intended -- 192.168.1.65-- IP address for Ext 115-- 64167F1B11C3 -- 64167F092BD1-- to Ext 166-- (347) 252-6860-- 192.168.1.64 -- Advised to factory reset without password-- Able to access GUI- updated firmware -- Ext 117- 64167F1B3E2F-(347) 252-6970- 192.168.1.66 -- Ext 118- 64167F1B3DE0-(347) 289-5186-- -- All phones went online-- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18110419 Incontact ID: 462091485918 User ID: 474213040 RC #: 8008485957 # of DLS: Caller Name: Anthony Callback Number: 8008485957 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Create extension -- -- Provided Estimated Timeframe: Y Troubleshooting: -- hsalebat@edisonlawgroup.com -- Logged into admin portal -- Created Ext 105 for the customer -- Assign MVP of Ext 104 to Ext 105 -- Advised to activate extension -_EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18110730 Incontact ID: 462091498324 User ID: 62996590028 RC #: 6156004793 # of DLS: Caller Name: Luis Callback Number: 6154030661- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Park Location issue -- Unable to retrieve parked call -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Park 1 is having an issue -- Recreated Park location with different Ext number 10004 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 462229530767 6106781015 CASE #: 18111333 Incontact ID: 462091529329 User ID: 271433027 RC #:9494272585 # of DLS: 5 Caller Name: Helena Callback Number: 9493506581 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Account query -- -- Provided Estimated Timeframe: Y Troubleshooting: -- logged into admin portal -- Ext 105 is the extension in question -- Answered question about direct number -- Gave TCR number _ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18111561 Incontact ID: 462229544110 User ID:63267783004 RC #: 2132918919 # of DLS: Caller Name: Manuel Callback Number: (650) 388-8698 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Received a bill-Billing inquiry -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Checked on billing details -- Explained to customer that current bill is the regular monthly bill -- Customer understood, EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18111513 Incontact ID: 462229547312 User ID: 62865204008 RC #: 9497492275 # of DLS: Caller Name: Anne Callback Number: 9492127741 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Verify a port out request- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on SF- no cases -- Called NTD to verify, was advised that it may take 72 hours before a request show up on our end -- Relayed the info to customer, -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18111642 Incontact ID: 462229556219 User ID: 871938048 RC #: (425) 202-2022 # of DLS: Caller Name: Crystal Callback Number: 4252022022 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Add a voicemail only extension for the holidays -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in creating a VM only extension -- Configure custom rule -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 462229575447 User ID: 63307639004 RC #: # of DLS: Caller Name: Cynthia Callback Number: 9099553621 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- John from Sales -- Port In Provided Estimated Timeframe: Y Troubleshooting: -- John mentioned that customer was able to do process from the admin portal -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 63447 CASE #: Incontact ID: 462229583796 User ID: 62396507004 RC #: 3235806847 # of DLS: Caller Name: Jayson Callback Number: 3235806847- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Receiving calls from RC -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on open case- Just the TCR -- No other open cases- Call recording for the call is one way only -- No action needed from the customer Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 18112106 Incontact ID: 462229588688 User ID: 59098782 RC #: (888) 482-2334 # of DLS: Caller Name: Brad Callback Number: 7604127761 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Jen from Billing Support -- Ext 205- is the extension Provided Estimated Timeframe: Y Troubleshooting: -- Checked on admin portal -- Guided customer in activating Ext 205 -- Activated successfully- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:18108199 Incontact ID: User ID: 3738218020 RC #: # of DLS: Caller Name: Jose Callback Number: 9714007290 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Alvin from Sales Provided Estimated Timeframe: Y Troubleshooting: -- Verify how many devices are connected to SPA- analog and fax machine -- Suggested to do screen sharing for me to check the GUI- -- Unable to access GUI- IP 172.16.5.65 -- Callback PST: 8am 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