Untitled Note

============================================================================================== Incontact ID: 431187566335 RC#: 8338176673 User ID: 744771024 Caller Name: Tapradi Email: tntogaiti@ovariancanada.org Callback Number: Account Verified: Y 220 Admin/User: Super admin Issue: port out inquiry Troubleshooting: -Telus account -advise to call telus 1-866-558-2273 Case : Total Account DL's 32 33098812 1-866-558-2273 16665402 ============================================================================================== Incontact ID: 431187632882 RC#: 9547941360 User ID: 169396037 Caller Name: Camilla Email:carmila@allbetterpediatricgroup.com Callback Number: 9547941365 Account Verified: Y 101 Admin/User: Super admin Issue: Customer said that for extension 114 the call should be routed to (954) 348-7421, right now all the calls to that extension is going to (786) 303-8777 Troubleshooting: -check online account -users>users with extension> ext 114> call handling. -Enabled the number 2 in ring order since it is off -turn off the 3rd idle button to make sure that the 786 303-8777 will not received call -need to test but the caller cannot do a test call for the meantime - pending for test call Case : 16665764 ================================================================================================ Incontact ID: 431187636194 RC#: 8138075352 User ID: 62897704008 Caller Name: Jerry Email: jerry@ntlhomesolutions.com Callback Number: 4075505966 Account Verified: Y Admin/User: Super Admin Issue: Customer trying to port in a number 3213414830 Troubleshooting: -walk through the customer to admin portal -phone system>phone numbers>transferred and vanity>transfer number -advise to put the necessary information needed -educated customer the SLA , within 7-14 days -advise where to check the status of porting 431187730192 Case : ================================================================================================ Incontact ID: 431187757334 RC#: 8009467764 User ID: 386540020 Caller Name: Mindo Email: mindaugas@mateika.com Callback Number: 7029798966 Account Verified: Y 101 Admin/User: super admin Issue: customer is asking how much it would cost him to get hawaii number and how much will it cost him to delete a number Troubleshooting: -advise there's no cost to delete number -advise that will forward the case to AM for further information about adding international numbers Case : ================================================================================================ Incontact ID: 431187742433 RC#: 8882563975 User ID: 149212019 Caller Name: wayne Email: wayne@dadsdetective.com Callback Number: 6306777282 Account Verified: Y 101 Admin/User: super admin Issue: port out inquiry Troubleshooting: advise the necessary information that he need Case : ================================================================================================ Incontact ID: 431187767608 RC#: 4159633835 User ID:62483654004 Caller Name: Wesley Email: wes@killnovacap.com Callback Number: 6507767286 Account Verified: Y - 102 Admin/User: superadmin Issue: This is a description of the Issue you are communicating about.Customer cannot port out the number 4159633835 because of incorrect company address, customer is coordinating to NDT about port out and on the email the NTD said that there's no company address on the number 4159633835. As per the winning carrier the information that they got is incorrect Troubleshooting: - customer is coordinating to NDT about port out a number 4159633835 -NTD email the customer saying there's no company address on the account -called NTD -level 3 communication -experiencing maintenance on the system - CSR portal Case : 16667642 ======= ========================================================================================= Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : TN: 4159633835 adress : RingCentral, Inc. 20 Davis Belmont, CA 94002 ================================================================================================ Incontact ID: 431188487489 RC#: 8885575284 User ID: 826747040 Caller Name: Elizabeth Email: 1 (800) 7369203 / officephrinc@gmail.com Callback Number: 7148533650 Account Verified: Y 101 Admin/User: Super admin Issue: customer wants to change the external number on user from 3104656151 to 7472080880 for after hours Troubleshooting: -help the customer to do it on admin portal but customer is afraid to do it on her own -help the customer make changes -users>ext 101> after hours > change the external number from 3104656151 to 7472080880 -cannot test since its not working hours yet -advise we can change the after hours for the mean time for testing purposes but customer don't want it and said she don't have the phone with her and cannot do the test call now. -Escalated to GSQ for testing. 7148534408 monday to thre ================================================================================================ Incontact ID: 431298597714 RC#: 9724208888 User ID: 62364642008 Caller Name: Sai Email: ntxgastro@yahoo.com Callback Number: 9039907190 Account Verified: Y 103 Admin/User: Superadmin Issue: customer said his caller ID is showing unknown he wants to use North Tx Gastro Troubleshooting: -check account, SCP -advise FS for CNAM request -test working CNAM request Number: 9724208888 Preferred CNAM: North Tx Gastro Carrier: cannot check the carrier since we dont have login for neustar Case : North Texas Gastroenterology North Texas Gastroenterology ================================================================================================ Incontact ID: 431298570935 RC#: 7322274070 User ID: 402712020 Caller Name: Alicia Email: Alicia@ruliving.com Callback Number: 8484699391 Account Verified: Y 105 Admin/User: superadmin Issue: customer wants to create a new IVR for after hours so the call will be routed to external number for oncall phone - 9083073616 for supervisor - 7329790341 Troubleshooting: -walk through the customer to set up new IVR -Phone system> Auto Receptionist > IVR menus>new IVR menu -while walking the customer through customer needs to go and cannot continue the process -escalated to GSQ for further assistance -customer is available within 11am-3:00pm eastern time ================================================================================================ Incontact ID: 431298634780 RC#: 7048251560 User ID: 1162702020 Caller Name: Carla Email: carla@belmontusa.com Callback Number: 7048251560 Account Verified: Y 100 Admin/User: superadmin Issue: Customer wants to change the waiting rule on call que receptionist Troubleshooting: -walk through the customer online portal -phone system>groups> call ques ext 1007>call handling and mem>wait settings -changed the Maximum caller wait time in queue from 2 minutes to 15 seconds -wants to add external number to extension 102 -walk through the customer to users>user with extension> ext 102> call handling> add the external number Case : 102 ================================================================================================ Incontact ID: 431298711727 RC#: (414) 2608299 User ID: 660805009 Caller Name: Greg Email: greg@napleton.com Callback Number: 6307969326 Account Verified: Y 39002 Admin/User: superadmin Issue: customer received email from us saying that the request transfer date for port in is changed into 11/11/2022 from 11/10/2022 Troubleshooting: -checked port in request under transfer and vanity -Transfer Order: 222494008 -called NTD spoke to Nicole, Nicole is the one who's handling the customer port in request, as per her she sent an email to the customer with the changed of transfer date due to the rejection of port in of the losing carrier -losing carrier rejected the port in last oct 31,2022 -our porting team request for customer service record and submit new port in with a new service address just today. Nicole provide timeframe -3-5 business days and that is on 11/11/2022 -provided information to the customer -customer understood 431298760459 - Case : ntds servivce@ringcentral.com ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: 431298744160 RC#: 3462972706 User ID: 303375048 Caller Name: Jacob Email: jacob.barrie@rswebcreator.com Callback Number: 3462972706 Account Verified: Y Admin/User: 101 Issue: customer mention that their call is being tagged as spam Troubleshooting: -advise the customer that RingCentral cannot control how numbers are tagged/marked by other carriers in their respective systems. - recommend solution such as registering their affected number with the terminating providers Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ================================================================================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case :