Untitled Note
By: Anonymous9/10/20222 views Public Note
CASE #: 1556416508/
Incontact ID:225547813037
User ID: 1542230027
RC #: (503) 546-1800
# of DLS: 141
Caller Name: John
Callback Number: 5035469676
Verified Email: Y--jc.wright@activetelesource.com
Account Verified: Y-auth
Admin/User: Y
Issue:
-- unable to make outgoing calls
Provided Estimated Timeframe: Y
Troubleshooting:
--- Ext 8983-Ext Affected --
--- Check Extension affected-- Emergency response location is not set
--- Set emergency response loc for Ext 8983, Customer will do the rest
--- Ext 8830 has issue with calls getting disconnected, call logs shows recordings are up until 5 seconds only
-- Test Call-- (503) 468-7596-- Will callback tomorrow since user is unavaible
-- Hearing a dial tone while on a call
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15564548
Incontact ID:225547832420
User ID: 1188563011
RC #: 6608640200
# of DLS: 1
Caller Name: Vladimir
Callback Number: 6604735009
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Call routing
-- Customer raised an issue about CCP charges
Provided Estimated Timeframe: Y
Troubleshooting:
---Checked IVR settings
---Checked Extension setting
-- Customer raised an issue about CCP charges, checked billing tab, charges are about sms overages
-- Customer is under annual plan, Will create CIF to AM to further discuss how he's being charged
-- Changed Call handling for ext 101-- Iphone 13- Pro MAx
-- Advised customer that it is possible phone call handling setting that causing
-- Edu customer to check the call handling settings of his phone
--Left the case open for follow up
15564564---
jerry.malayon@ringcentral.com-- pa assign po
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
06/23
CASE #: 15568130
Incontact ID:225548129766
User ID: 1890911021
RC #: 8505133301
# of DLS: 16101
Caller Name: Taylor
Callback Number: 4784146986
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Number assign to user
-- Ext 301
Provided Estimated Timeframe: Y
Troubleshooting:
--- 8505133311 numbers need
---Guided customer in creating an ext and assign the number to it
-- Successfully created he ext
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15568415
Incontact ID:225548154692
User ID: 453546017
RC #: 8174384861
# of DLS: 219
Caller Name: Eric
Callback Number: 8174384861
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Unable to resync
-- Ext 101-
Provided Estimated Timeframe: Y
Troubleshooting:
--- Ext 2403 is the extension involved
--- Customer edited the details of the extension
-- Usually customer can sync the phones so the changes would reflect on the presence, but now he's getting an error message..Request cant be completed this time
-- VErify with FS, advised customer to log out/log in--Still getting error
-- Still getting error--Log in as incognito
-- Advised customer to manually reboot the phone for the changes to apply
-- Will call back customer as soon as update about is collected
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
TIER 2-temp
Problem: Unable to resync from admin portal
Steps to reproduce:
Login to UID 453546017
Login to account incognito
Advised customer to log out/log in
Expected behavior: Should be able to resync phones
Actual behavior: Error message "Request cant be completed this time, try again later"
Additional notes / TS
Attached screens shot
CASE #: 15568991
Incontact ID: 225548194588
User ID: 1874862021
RC #: 6153275442
# of DLS: 114
Caller Name: Cameron
Callback Number: 6153275442
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Turn on Caller ID
-- Ext 1511
Provided Estimated Timeframe: Y
Troubleshooting:
--- Inbound caller ID-
--- Callers are not showing the contact name, just the numbers
-- Consulted FS about the issue
-- Provided info to customer that MVP standard does not include Caller ID name
-_ Send email to customer about it- comes with support article--https://support.ringcentral.com/article/Caller-ID-Name-Inbound-Caller-ID-Available-Customers.html
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
15569074--3108807126
Susan-362094029
Called at 3108807126, Got Susan
-- 225548265361, Ext 108 is the xtension involved
-- Customer figured the solution
- Guided customer in adding Ext 108 in the call queue
-- Test Call Successful
15567163-- Caller ID issue
(817) 680-6251--Mike
609207048--UID
Called at (817) 680-6251, (817) 680-6251
--UNable to talk to customer, left Vm
15566834-- CBR: 9544933428
2302936020-- UID
Called at 9544933428, 225548288361
-- Left VM about the case created
15563929-- 173452032 UID
Dawson Home--- 8707685999 CBR
All phones not working-
authorName: Dawson Home
comment: Call back number 870 768 5999 between 1-3 PM CDT today if possible Thank you Ray Dawson
uid: 173452032
email: rdawson@5x.net
CASE #:
Incontact ID:
User ID:
RC #: 8883915053
# of DLS:
Caller Name: Cliff
Callback Number: 8182924668
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Upgrading to Standard Plan
-- Port In number-
-- Samsung Galaxy AO2s
--
Provided Estimated Timeframe: Y
Troubleshooting:
---
---
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15570051
Incontact ID:225548322339
User ID: 62904208031
RC #: 5144890622
# of DLS: 1
Caller Name: Satchal
Callback Number: 5188793730
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
--Unable to send SMS
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Check number in AI, SMS is disabled
---Created a Telco Ticket to enable SMS--5144890622
-- 632082gLI#
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Called at 6604735009. Contact ID: 225548374238
-_ was able to reach Vlad, continued with TS
-- Disabled CF to mobile number, test call-- 6608640200-
-- Omar- from dispatch got the call but no call was forwarded to Vlad's cell
-- Considering cancelling acct if not fixed
-- 5 people are using-the log in--
-- Advised to log out from mobile app/and log back in
-- Advised to let the other users not to answer the call while I'm testing
--Test Call went to VM-- Concluded that call
-- Notification is On--Reinstalled the mobile app
-- Installed the mobile app on my cellphone-- call push through
-- Advised customer to contact apple support
CASE #: 15570162
Incontact ID: 225548343460
User ID: 2033405020
RC #:
# of DLS: 130
Caller Name: Bailey
Callback Number: 5407935496
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Transferred Call from Lower DL
-- kristenf@casagosml.com-- email involved
Provided Estimated Timeframe: Y
Troubleshooting:
---Wants to delete an email -kristenf@casagosml.com
---Ext 2068--Customer is authenticated via SQA
-- Email is associated to UID: 1984961044- no SQA
-- Deleted the email from UID- Coordinated with FS
-- Advised customer that email has been removed
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 155524748
Incontact ID:225548511827
User ID: 297863028
RC #: 2028992614
# of DLS: 242
Caller Name: Samantha
Callback Number: 2028992614/ Ext 5077
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
--Unable to send Fax
-- Calling about an open ticket about faxing
Provided Estimated Timeframe: Y
Troubleshooting:
--- A couple of cases were created, escalated to Tier 3 and Service Engineer
---Consulted on how to handle the call
-- Provided info about the latest case status
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID:225548522486
User ID:
RC #: 3176937603/ 3176937624
# of DLS:
Caller Name: Brian
Callback Number: 3173629810
Verified Email: Y-
Account Verified: Y-
Admin/User: Y
Issue:
-- Phone not working
--
Provided Estimated Timeframe: Y
Troubleshooting:
---
---
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15572931
Incontact ID:225548532545
User ID: 458510028
RC #: (816) 920-2524
# of DLS: 1074
Caller Name: Mary
Callback Number: 4433062335
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Checking on pen case
-- Desk phone
Provided Estimated Timeframe: Y
Troubleshooting:
---Checked on case notes-- for case 15558715 which is already closed
*Serial Number :CCQ19300B6D
*Make and the model :Cisco SPA525G2 Wants to assign to extension 4755--(917) 594-4755
---Guided customer in assigning the phone- Rebooted Phone
-- Customer is offsite, has to call someone to reboot the phone
-- Test Call- Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15573155
Incontact ID:225548580394
User ID: 314532029
RC #: (888) 339-5694
# of DLS: 91
Caller Name: Sepi
Callback Number: 9258182845
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Transferred Call
-- Ext 9999
Provided Estimated Timeframe: Y
Troubleshooting:
--- A new phone, 4825671EA371--MAC of the Phone
--- Customer is not on site-- not aware which Extension the phone will be assigned
--- Guided customer in creating new Extension
-- Ext 1156 --(707) 723-4771--4825671EA371 Assigned to this extension
-- Set up the phone-- Downloaded firmware-
-- Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
--Called 5144890622. was able to talk to Sachal
-- Advised to log out/log in of the app
-- Test SMS, was able to receive and send one
-- Agreed to close the case, EOC
CASE #: 15547182
Incontact ID: 225548704876
User ID: 544202048
RC #: (450) 954-2049
# of DLS: 2
Caller Name: Veronica
Callback Number: 5146076449
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Change the Phone Number to a local one
-- 438 or 450 Area code
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Advised to log in to the admin portal
--- Disabled Two- Factor Authentication
-- Checked the number, customer said the area where the number is given is considered long distance
-- Advised customer that there are no available phone numbers with area code--450-
-- (450) 499-0748- Considered long distance swapped to (438) 265-0575
-- (204) 201-2253-- swapped to (438) 265-0555
-- Change was successful
-- Guided customer in creating a new extension
-- Assigned the phone to Ext 103
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15547182
Incontact ID: 225548704876
User ID: 544202048
RC #: (450) 954-2049
# of DLS: 2
Caller Name: Veronica
Callback Number: 5146076449
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Change the Phone Number to a local one
-- 438 or 450 Area code
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Advised to log in to the admin portal
--- Disabled Two- Factor Authentication
-- Checked the number, customer said the area where the number is given is considered long distance
-- Advised customer that there are no available phone numbers with area code--450-
-- (450) 499-0748- Considered long distance swapped to (438) 265-0575
-- (204) 201-2253-- swapped to (438) 265-0555
-- Change was successful
-- Guided customer in creating a new extension
-- Assigned the phone to Ext 103
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15547182
Incontact ID: 225548704876
User ID: 544202048
RC #: (450) 954-2049
# of DLS: 2
Caller Name: Veronica
Callback Number: 5146076449
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Change the Phone Number to a local one
-- 438 or 450 Area code
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Advised to log in to the admin portal
--- Disabled Two- Factor Authentication
-- Checked the number, customer said the area where the number is given is considered long distance
-- Advised customer that there are no available phone numbers with area code--450-
-- (450) 499-0748- Considered long distance swapped to (438) 265-0575
-- (204) 201-2253-- swapped to (438) 265-0555
-- Change was successful
-- Guided customer in creating a new extension
-- Assigned the phone to Ext 103
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15547182
Incontact ID: 225548704876
User ID: 544202048
RC #: (450) 954-2049
# of DLS: 2
Caller Name: Veronica
Callback Number: 5146076449
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Change the Phone Number to a local one
-- 438 or 450 Area code
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Advised to log in to the admin portal
--- Disabled Two- Factor Authentication
-- Checked the number, customer said the area where the number is given is considered long distance
-- Advised customer that there are no available phone numbers with area code--450-
-- (450) 499-0748- Considered long distance swapped to (438) 265-0575
-- (204) 201-2253-- swapped to (438) 265-0555
-- Change was successful
-- Guided customer in creating a new extension
-- Assigned the phone to Ext 103
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15547182
Incontact ID: 225548704876
User ID: 544202048
RC #: (450) 954-2049
# of DLS: 2
Caller Name: Veronica
Callback Number: 5146076449
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Change the Phone Number to a local one
-- 438 or 450 Area code
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Advised to log in to the admin portal
--- Disabled Two- Factor Authentication
-- Checked the number, customer said the area where the number is given is considered long distance
-- Advised customer that there are no available phone numbers with area code--450-
-- (450) 499-0748- Considered long distance swapped to (438) 265-0575
-- (204) 201-2253-- swapped to (438) 265-0555
-- Change was successful
-- Guided customer in creating a new extension
-- Assigned the phone to Ext 103
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15574693
Incontact ID: 225548753648
User ID: 393886023
RC #: 9095811000
# of DLS: 45
Caller Name: Angela
Callback Number: 9095811000
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Activate Phone
--
Provided Estimated Timeframe: Y
Troubleshooting:
--- VVX 350- 4825670A4A36
--- Advised to log in to the admin portal
--- Guided customer in creating a new extension
-- - Assigned the Phone to new ext
-- EOC-
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15574758
Incontact ID: 225548773811
User ID: 1650780027
RC #: 4048822196
# of DLS: 180
Caller Name: Greg
Callback Number: 6307283931
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Unable to log in to app
-- Ext 1952
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Disable two factor for 1 hour
-- Advised to log in-- Successful
-- Test Call Successful
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
06/24--
CASE #: 15578248
Incontact ID: 225549059036
User ID: 1864940027
RC #: 8479047272
# of DLS: 1114
Caller Name: Charles
Callback Number: 8479047272
Verified Email: Y--cyi@farmersagent.com
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Connection with RC phone app
-- Phone is connected via ICS
-- Certain secure websites are not working when internet is shared
Provided Estimated Timeframe: Y
Troubleshooting:
--- Ext 101 is the customer's extension
--- Consulted the issue with FS
-- Was advised that it is not an RC issue, advised customer that he has to contact their IT admin
-- Customer is frustrated as he is being pushed back by their IT admin
-- Considering cancelling the account because -- Site cant be reached error--
-- Advised to contact ISP based on error message
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
5048676454--15517350
-- Called at 5048676454, Contact ID: 225549139459
-- Was able to talk to customer, but customer hung up
CASE #: 15578221
Incontact ID: 225549110122
User ID: 232508030
RC #: 8054279543
# of DLS: 254
Caller Name: Heather
Callback Number: 8054279543
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Jerry from Lower DL
-- Unable to resync
Provided Estimated Timeframe: Y
Troubleshooting:
-- Unable to resync from admin portal
--- Ext 5040-- request cant be completed
-- PA device is stuck- getting message "request cant be completed at this time"
-- Customer is unable to resync other extension as well from the portal, tried on my end got the same error message
-- Advised to log in -log out
-- Checked FS, JIRA 61136
-- Consulted with FS, escalted to Tier 2
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Problem: Unable to resync from admin portal
Steps to reproduce: Log in/out-- Tried to re-sync from my End
Login to UID 453546017
Login to account incognito
Advised customer to log out/log in-
Expected behavior: Should be able to resync phones
Actual behavior: Error message "Request cant be completed this time, try again later"
Additional notes / TS
Attached screens shot
CASE #: 15247923
Incontact ID: 225549143353
User ID: 281106027
RC #:
# of DLS: 1
Caller Name: Erica
Callback Number: 7572482126
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Open Case, Phone's no=t ringing
-- Calling about 15247923
--
Provided Estimated Timeframe: Y
Troubleshooting:
--Phone is not working, Phone is disabled
--- Enabled in call handling, Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Tier 2 Template2:
> CUSTOMER CONTACT:
> * Name: Heather
> * Email: trobertojr@starstainless.com
> * Phone number: 8054279543
> * Timezone: EST
> * Preferred callback method, time timezone: Anytime- EST
> UID: 232508030
> RC Case#: 15578221
>
>
> PRODUCT LINE:
> MVP
>
> BACKGROUND:
> Unable to sync from admin portal. Started today
>
> PROBLEM / ISSUE DESCRIPTION:
> PA system is stuck, trying to reboot the ATA device at Ext 5040 remotely
>
> AFFECTED USERS / DEVICES / SYSTEMS:
>Ext 5040
>
> TROUBLESHOOTING STEPS SO FAR:
>Log in and out of portal
> Used incognito
> STEPS TO REPRODUCE:
>
> 1. Advised to log out and in of the admin portal
> 2.Log in through incognito
> 3. Sync from my end
> 4.
>
> ACTUAL BEHAVIOR:
> Getting an error message
>
> EXPECTED BEHAVIOR:
> (Should be able to syn from admin portal
> WORKAROUND (if any):
Advised customer to manually reboot the ATA device
15563929--8707685999
Dawson Home
Called at 8707685999, Contact ID: 225549160742
-- Forwarded to VM, left message
CASE #: 15579206
Incontact ID: 225549192267
User ID: 62614858007
RC #: 9186642322
# of DLS: 1802
Caller Name: Maggie
Callback Number: 9186642200
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Fax number name attached to it
-- 9186643343
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log in to admin portal
--- Guided to message only Ext 3
-- Advised to remove the email address to remove fax notfications
-- Successfully updated
-- No other concerns, EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15579802
Incontact ID: 225549253405
User ID: 507764018
RC #: 3016960200
# of DLS: 361
Caller Name: Santhos/Ext 1140
Callback Number: 3016965602
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Users switch license
--
Provided Estimated Timeframe: Y
Troubleshooting:
--Advised to log into admin porta;
--- Ext 5024--(864) 416-4794 -- Mobile to MVP Ext 5025--(864) 626-6263 Mobile MVP
-- Wants to use direct number as MVP- numbers
-_ Assigned number to inventory
-- Guided customer in the process of converting to DL
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 225549294501
User ID:
RC #: 9054183754
# of DLS:
Caller Name: Andrew
Callback Number: 4372888557
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Was on call with Implementations and call got DC
--
Provided Estimated Timeframe: Y
Troubleshooting:
--Check on cases on the account
---
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15580341
Incontact ID: 63028900028
User ID: 225549313183
RC #: (949) 333-0318
# of DLS: 904
Caller Name: Taylor
Callback Number: 2065820500
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Assign a PIN
-- Ext 110 is the one invilved
Provided Estimated Timeframe: Y
Troubleshooting:
--Advised to log in to admin portal
--- Guided customer in changing the PIN
-- Successfully Changed PIN from AI as customer is unable to change the PIN from admin portal
-- Tested the PIN, worked
-- Wants to add a forwarding number on Ext 110- Guided customer in adding the number
-- No other concerns, EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
083161
CASE #:
Incontact ID: 225549360549
User ID: 2270918020
RC #:
# of DLS: 264
Caller Name: TJ
Callback Number: 9208312301
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Call queue set up, no calls are going to it
-- Started this morning
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check on call queue members
--- Ext 2002-- Check call queue handling
-- Call queue has custom rules , Ext 2010, 2011, 2009, 2012
, 2013
-- Original Members of the queue are unavailable
-- Check on AI for the Status of the member, set to AVAILABLE though
-- Caller figured that Calls placed and forwarded to Call queue member might have been made when member are unavailable
-- Caller said that case can be closed
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 225549417001
User ID: 225549417001
RC #:
# of DLS: 281
Caller Name:
Callback Number:
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Recording Issue; MP4 file too large
--
Provided Estimated Timeframe: Y
Troubleshooting:
--
---
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15504921
Incontact ID: 225549458558
User ID: 3549091020
RC #:
# of DLS: 216
Caller Name: Michael
Callback Number: 3142121614
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Missed a callback from an Agent
-- Provided case number
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check on where they set the waiting room
--- Customer was able to figure it out, he needs to set the enable waiting room for everyone from the app who created the meeting
--EOC, agreed to close the case
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15575151
Incontact ID: 225549480976
User ID: 438317016
RC #: 7087654351
# of DLS: 1
Caller Name: Bryan
Callback Number: 3129073905
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Phone Issue
-- Unable to receive calls
--
Provided Estimated Timeframe: Y
Troubleshooting:
---Check extension settings
--- The phone is disabled from call handling
-- Guided customer in how to enable it
-- Test Call Successful
-- Agreed to close the previous case
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15581861
Incontact ID: 225549490202
User ID: 2651867015
RC #: 619) 397-7700
# of DLS: 122
Caller Name: Sam
Callback Number: 6193977759/ 6193977710
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Phone device is not working
-- Provided a case number
https
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check extension details10
--- Ext 1159- IP- 10.37.1.168
Serial Number: 64167FB77698
(619) 397-7759--801307333015
Factory reset phone- IP changed
-- 10.37.1.168
-- Ext 1140- 10.37.61.66
Serial Number: 64167F7BE54E
(619) 397-7710--801307298015
-- Asked if he has remote access
-- Screen sharing agreed
-- AI wont load--
-- IT did a network maintenance prior
-- Called Ext 1108-- Called ext 1107 routed to VM. .Trying to collect IP Addresses for the Ext
-- Screen Shared with Network
-- 3104006789- Called IT admin for conference
-- Network engineer of the company is working on allowing IP addresses on the network
-- Customer requested for me to stay on the line
-- IP addressed are being denied-- assigned to 2 of the phones
-- Phone wet online-- registered
-- Sam added a user, gave admin role
-- Converted a mobile ext-- to MVP
-- Ext - 1133-- Assigned this number 6193977733---
--No other concerns/EOC
sip:16193977708-801307334015-asstyt-watytw-27999843@10.117.116.125:5092
sip:16193977707-801307307015-adtwan-gebeac-37115796@10.117.117.11:5092
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15581861
sam.ouyang@meriplex.com
User ID: 2651867015
3104006789
Name: Sam
CASE #: 15581861---
sam.ouyang@meriplex.com
User ID: 2651867015
3104006789-- pA ADD po
06/27
CASE #: 15590310
Incontact ID: 225654681519
User ID: 471729009
RC #:
# of DLS: 112
Caller Name: Jessica
Callback Number:
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Provision
-- Ext 301 and 302 new extensions needs to be created
Provided Estimated Timeframe: Y
Troubleshooting:
--Advised to log in to admin portal
--- Guided customer in checking the unassigned extensions
-- Guided customer in creating new extensions in the admin portal
-- For 301- Polycom VVX 250-- 64167FE4AFB4
-- (469) 722-7359-- Check cable connection, No duplicate IP
-- Assign phone
-- Ext 302-- (469) 501-2658-- Polycom 64167FE41230
-- Advised that phone will not work-- since IP address is not present
-- Will close the cas
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Called at 8707685999, Contact ID: 225654729580
-- Forwarded to VM,left message about open case
15564548
CASE #:
Incontact ID: 225654728367
User ID: 212075048
RC #:
# of DLS: 14
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 #: 15591238
Incontact ID: 225654742575
User ID: 1464330020
RC #: (404) 477-5500
# of DLS: 357
Caller Name: Tanya
Callback Number: 4043090774
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Extension not ringing
-- Ext 103, 104 not getting inbound call
Provided Estimated Timeframe: Y
Troubleshooting:
---Check extension details
--- Hours of ops are good
-- TEst Call for call routing
-_ Ext 103- (678) 786-1364, using app only-- Direct number works
Ext 104-- (678) 786-1368
-- Test Call using main number- Calls are jsut ringing on Ext 102 and 101
-- Ext 103 and 104 is set to accept Queue Calls, toggle of and on
-- Call got DC due to VPN
Contact ID: 225654892088-- Called customer back
-- Turned monday hours on
-_ Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
15578248--
Called at 8479047272, got Colin--Contact ID: 225654921769
- -Gave the case number as he needs to confirm from Charles wife if issue has been resolved
CASE #:
Incontact ID: 225654928368
User ID: 503918040
RC #: 2128937372
# of DLS: 611
Caller Name: Michael
Callback Number: 2128937372
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Ext 87372
-- Want to download all users- Host code, participants codes are missing
Provided Estimated Timeframe: Y
Troubleshooting:
---Check on admin portal
--- Provided info to customer that the info he needs cant be dloaded from the portal
-- Checked in AI, its all in there.. Consulted with FS
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15594423--olivia.aycock@ringcentral.com
Incontact ID: 225654971786
User ID: Account ID:2207329012
RC #: 9055798482
# of DLS: 132
Caller Name: Paul
Callback Number: 9055798482/Ext 374
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Users added to account, unable to make call
-- 10 free mobile user's, even if you beyond 11 calls
Provided Estimated Timeframe: Y
Troubleshooting:
--- Ext 721- Check extension, it is a mobile extension
--- Provided information that Ext on mobile account will not be able to make OB calls
---Customer mentioned that he was told that he's 10 free mobile user's, even if they make beyond 11 calls- they will not be charged
-- Consulted with FS-
-- There is case created 15506143,
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15594824
Incontact ID: 225655031249
User ID: 427750028
RC #: 6786866227
# of DLS: 134
Caller Name: Ritchie
Callback Number: 6786866227
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Swap a phone
-- Ext 127--
Provided Estimated Timeframe: Y
Troubleshooting:
--- Ext 132- is the extension involved --
--- Advised to log in to admin portal
-- Guided Customer in removing the MVP from the phone
-- Assigned to Ext 132-- 10.20.100.247--0004F276D21A-- VVX 410
-- Screen sharing agreed-- IP address is on a different network
-- Customer factory reset the phone-- Did not work
-- Customer tried another phone-- 0004F276CD99- Wants to assign this phone instead
-- Removed from Ext 17 7and assigned to Ext 132-(678) 686-6332
-- Successfully assigned phone, got registered
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
0004F276CD99--
CASE #:
Incontact ID: 225655085244
User ID: 1615022021
RC #: (781) 272-7177
# of DLS: 135
Caller Name: Scott
Callback Number: 7812217051//s.davidson@minutemansenior.org
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Disabled sms on the mainline
-- Received SMS still
-_ Ext 7051
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked AI for the number, sms is not set to not supported
--- Consulted with FS on the process
--- checked on SMS logs, verify from customer on when the SMS was placed
-_ Sent email to customer with SS of the sms
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15590244
Incontact ID: 225655096436
User ID: 1859430020
RC #:
# of DLS: 173
Caller Name: John
Callback Number: 8478073533
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Ext 150
-_ calling about an open ticket
Provided Estimated Timeframe: Y
Troubleshooting:
--- Advised to log in to admin portal
---Transfer Ext1716 to 807 --
-- Guided Customer in how to edit the credentials
__ Successful
Mminter@profileproducts.com
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID:
User ID: 2322267004
RC #:
# of DLS:
Caller Name: Jeff
Callback Number: 9258997378
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Transferred Call
-- Unable to send Fax
Provided Estimated Timeframe: Y
Troubleshooting:
--
---
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15595913
Incontact ID: 225655151175
User ID: 671239048
RC #: ((248) 780-6887
# of DLS:
Caller Name:
Callback Number:
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Camille from Sales
--Assign a device to user
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Ext 186-((248) 780-6887 ( 0BDE needs to assign this MAC)
--- Successfully assigned phone to Et 186
-- No other concern
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 15596781
Incontact ID: 225655236952
User ID: 685445048
RC #: 3526639189
# of DLS: 1
Caller Name: Nathan
Callback Number: 8102590843/ 3475491425/
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Activate phone and provisioning
-- Porting a number
Provided Estimated Timeframe: Y
Troubleshooting:
-- Phone provisioning-- Ooma-6910
--Advised to log in to admin portal
-- Guide customer in creating a new extension
-- Assign the phone to Ext 102-- (352) 663-9388 805E0C92430F
-- Customer checked the cable connection
-- Phone went online, Test Call Successful
-- Guided the customer in submitting a port in order
-- 192.168.0.4-- Contact ID: 225655272105- On OB
-- Manual Config of Phone--Screen Sharing agreed
-- 1018414048-- Assigned the handset to 3526639189
-- Test Call-- Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
06/28
15579355---This is a description of the Issue you are communicating about.Tyler Patterson (661-369-1280
Tyler Patterson (661-369-1280
--- Called at 661-369-1280, 225757608939
-- Unable to reach customer, left VM about
CASE #: 15579854
Incontact ID: 225757614806
User ID:2224684020
RC #: 2056492948/ 4242
# of DLS:
Caller Name: Geni
Callback Number: 2054478808
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Called last Friday
-- Ext 233
Provided Estimated Timeframe: Y
Troubleshooting:
-- Adding call queue members
--- Hits option 3, goes to Ext 220, if no one answers goes to Ext 7100
-- Provided info that option( directing call queue to another extension) is not available on the plan that they have
-- Check other options of adding the members
-- Customer added members of call queue
-- Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
15564548--
Called at 6604735009, Contact ID: 225757659074
-- unable to reach customer, left VM about CIF case
-- Will send email if it is possible to close the case
CASE #: 15602240
Incontact ID: 225757677327
User ID:1939823021
RC #: 6787904291
# of DLS: 50
Caller Name: Jacob
Callback Number: 8478488788
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- One audio--
-- Ext 103--(678) 790-4291
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check Ext details
-- Just happened today-- Callers are unable
-- Rebooted cellphone, Using the mobile app- Customer said it was working fine earlier
-- Advised to run speed test as customer is using mobile data-- Call got DC, called
-- 140.43 Dload, Ping- 45Ms, no upload
-- Check analytics reports, 86.7(good)
-- Check on notifications