Untitled Note

Incontact ID: 430742788734 RC#: 9495480966 User ID: 201619027 Caller Name: kate Email: drsahafi@gmail.com Callback Number: (949) 813-6628 Account Verified: (Y) Admin/User: Admin | User ext 3 Subject: For Kate | Phone not working for ext 1 and 2 - assisted by cons Description: Kate reporting 2 phone not working Issue: all the are not working is working 1545 | (949) 416-0356 ext 1| 1728 ext 2 | 8784 ext 4 not connected or not using > Kate did disconnecting the phone and reconnecting but still not working | Kate confirm that the phone are brand new | Troubleshooting: > made a test call to (949) 416-0356 430742808065 routed to voicemail left message > call (949) 548-1728 430742810169 routed to VM, left msg > Check physical phone details > ext 1 - 64167F831236 S/N -1849CVVX201 | 1849CVV201 S/N 220140450001 ext 2 > advised to perform Run LED diagnostic Press Home > Settings > Status > Test Hardware > LED Diagnostic. The lights are on now > 1849CVV201 > Connect Kate to Provisioning team for further assistance 430742846503 spoke with Jenny warm transfer Kate ============================================ Incontact ID: 430742862475 RC#: User ID: 419915048 Caller Name: Email: Callback Number: (561) 418-7200 Account Verified: (N) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > not hearing the caller, call back (561) 418-7200 430742892333 routed to vm, left msg. ============================================ Incontact ID: 430742898366 RC#: 2102495020 User ID: 2378014036 Caller Name: Cris Email: crism@txmss.com Callback Number: (210) 249-5020 Account Verified: (Y) Admin/User: Admin | User ext 205 DL 43 Subject: For Cris | voicemail missing - assisted by cons Description: Cris saying that they cant hear or listen to the voicemail that customer left Issue: recording issue , user wanted to make all the calls recorded for the voicemail > customer number is 9168936283 as Cris provided examples that she cant listen to the VM Troubleshooting: > coordinate with Higher DL for further assistance 430742938905 spoke with Cris warm transfer Cris customer ============================================ Incontact ID: 430743033423 RC#: 9014439163 User ID: 253775048 Caller Name: Brooke Email: curt@douglassrunger.com Callback Number: (901) 388-5805 Account Verified: (Y) Admin/User: Admin | ext 101 DL - 1 Subject: For Brooke | Call forwarding - assisted by cons Description: Brooke wanted to sort out Issue: Ring to both numbers | rings 6255 and 1902 Troubleshooting: > made a test call to (901) 272-6255 430743109149 brooke confirmed that 2 phone are ringing > Update the settings of 6255 to add on the users and enabled, made a test call 430743161311 Brooke confirm that the issue is now resolved. ============================================ Incontact ID: 430743159287 RC#: 5616749609 User ID: 62429443023 Caller Name: Ronin Email: rspartas@irisecare.com Callback Number: 5616749609 Account Verified: (Y) Admin/User: Admin | User ext DL - 159 Subject: For Ronin | shared line feature - assisted by cons Description: Ronan want to add new phone line with multiple devices on it Issue: shared line feature - are we able to use one number to multiple devices/phone for the number a new phone number | will be they able to use it for text sms Troubleshooting: > check account > DL 159 > connect to Higher DL for further assistance 430743190042 spoke with Lanie warm transfer the customer ============================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: when he call RC and try to verify the PIN - calling the support and its not allowing him to verify the account | Troubleshooting: > 430743231134 call back 3102997039 430743255532 routed to VM, left msg ============================================ Incontact ID: 430743199813 RC#: 3013634444 User ID: 62438663023 Caller Name: Graciela Email: gracielita_84@yahoo.com Callback Number: (240) 423-4435 Account Verified: (Y) Admin/User: Admin | ext 101 DL 6 Subject: For Graciela | ring order add member - assisted by cons Description: Graciela asking assistance about the ring order and add member Issue: call forwarding > calls ring order for | add member to the extension | can she switch the 101 number (301) 363-9569 to 117 and wanted the 101 without number attached to it. Troubleshooting: > walkthrough the customer to set up add member to the ext 100 and walkthrough the customer to switched ext 101 number to ext 117 and provide education to the things that will happen after the changes is done, Graciela understand and no other concerns. eoc For Eric | link expired - Assisted by Cons one last call then cnr For Jennifer | Assisted by Cons cb then cnr ============================================ Incontact ID: 430743298167 RC#: 5207896673 User ID: 580895040 Caller Name: Susanne Email: sales@msesupplies.com Callback Number: (520) 789-6673 Account Verified: (Y) Admin/User: Admin | User ext 105 Subject: For Susanne | call forwarding - assisted by cons Description: Susanne wanted to modify the call forwarding Issue: ext 111 ( 5203382381 ) remote worker wanted to incoming calls to be on her desktop | if the customer called in it should be 105 and 111 both at the same time if both are not available the call should should be on henry 102 alone > 103 and 107 at the same time > voicemail > Troubleshooting: > walkthrough Susanto modify the calls queue made the test call confirmed by Susanne all are good. ============================================ Case 16634002 Incontact ID: 430974396056 RC#: 2485958579 User ID: 694067020 Caller Name: Amanda Email: adenha@eliaandponto.com Callback Number: 2487559228 2482139682 Account Verified: (Y) Admin/User: Admin Subject: For Amanda | Phone not working - assisted by cons Description: Amanda asking assistance for the ext 1012 not working every time she switch phone in the office DL - 35 Issue: swap the phone in the office, the stops working or drop on the network, 2nd time it happen > ext 1012 (248) 213-9679 S/N 0004F25C 1012 2C38 > 192.168.0.106 | Amanda requested to have call back tom. 2PM EST Anytime after Troubleshooting: > check account higher DL 35 > contact higher DL for further assistance. Amanda said that she need to end the call and just call her best call back number if she is needed to be on the line or someone need to be near the phone that has the problem. 430974434987 not hearing anyone > dial again the number. 430974449843 spoke with Jen > got advised that call back later since I cannot reach the customer and the call abck time is by 2PM EST ============================================ Incontact ID: 430974458773 RC#: 3475626077 3479214875 2012212560 2018446568 User ID: 932349011 Caller Name: Nathan Email: Callback Number: 7188019797 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Nathan | wanted to port in the number to ring central - assisted by cons Description: Nathan wanted to port in the number fromm google voice Issue: LINO from sales porting number to ring central from google voice decided to ring central because of the price matched got advised to reactivate the line from google | 932349011 | unable to received calls and text Troubleshooting: > reviewed 16628284 > advised Nathan to send email to NTD ntd.helpdesk@ringcentral.com to release the phone number from RC > then he can requested to port in using the portal > Nathan confirmed that he already sent an email to ntd.helpdesk@ringcentral.com got confirmation last Friday > 16628280 > contact NTD spoke with Mar 430974512740 got advised the numbers are not deleted, advised Nathan send a follow up again email to add the numbers to be deleted on the system. so that he can process a port in request. informed the customer to wait within the day. Nathan confirmed that he sent another email to ntd.helpdesk@ringcentral.com walk through Nathan for the support site about port in and port out process for the steps he can follow, line got disconnected while he is asking for follow up, call back the number provided 431068539572, spoke with Nathan, he confirmed no other concerns. eoc ============================================ Incontact ID: 431068541668 RC#: (903) 385-3358 User ID: 2058260011 Caller Name: Lily Email: lschramko@lottphysicaltherapy.com Callback Number: 9033897433 Account Verified: (Y) Admin/User: Admin Subject: For Lily | Unable to send received text - assisted by cons Description: Lily asking assistance for the 9033853358 unable to send and received text message Issue: RC app is for testing is not working > not sending text messages, issue started just today | unable to send text to 9033853358 unable to send and received using 9033853358 and other number Troubleshooting: > Made a test message > got error unable to sent / message not sent. > number are active and enabled > asked FS for assistance > got advised that will create a telco case > advised 24hrs time frame to Lily > Lily confirmed that the number only affected is 9033853358 > advised time frame for the escalation > tried other number to send text message for the mean time > still unable to send text > message > advised about the reprov escalation TAT > Lily understand. eoc ============================================ Incontact ID: 431068695949 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > call back 431068731944 2487559228 spoke with Amanda ask if some one is on the premise to to troubleshooting > called 2482139682 431068738385 got Amanda and transfer me to the person that is near to the device , Melanie 2487501251 431068744798 431068746381 connect Melanie to Higher DL contact > spoke with Due to long queue and she cant stay for too long on the line, Melanie said she is available around 9:30AM EST tom.to continue ============================================ Incontact ID: 431068756410 RC#: 9057898277 User ID: 947790024 Caller Name: Mohsen Talani Email: info@cbamedicine.com Callback Number: 9057898277 | 7783199103 Account Verified: (Y) Admin/User: Admin | User ext 101 Subject: For Mohsen | call forwarding - assisted by cons Description: wanted to do modification on the settings for the ext 101 and 103 Issue: issue with account | don't like to received calls and wanted routed to VM | don't want to hear the the call is being recorded | wanted 3 to 4 rings then if no one answer it should be routed to VM | ext 101 and ext 203 Troubleshooting: > Walkthrough Mohsen to configure for screening, call handling > made a test call to (866) 430-8677 431068787903 > guide on how to download the greetings > made a test call 431068794764 heard the correct vm now > modify the voicemail for ext 101 > made a test call > 9057898277 VM should be welcome to cbam... we are unable to answer the call now made a test call 431068817721 9057898277 > confirmed that heard the VM > and the number is being dialed correctly > mohsen confirmed that the ext 203 is also good. Mohsen confirmed all are set during his test call. eoc the number being dialed 8677 call back 9179686879 431068837647 routed to VM left msg, call back (917) 423-7127 431068839694 routed to VM. call back 9179686879 spoke with Suyi confirm 819036887721 called thier company 7:50 PM new york time > new number also 818079641881 same time 8:PM new york time oct 28 new york time morning 8:44AM they call to 81120011826 called japan 819036887721 still cannot go through. 8111 ============================================ Incontact ID: 431068870730 RC#: 3127248400 User ID: 556671028 Caller Name: Adam Email: adam@grasshoppertrans.com Callback Number: 3128830170 Account Verified: (Y) Admin/User: User ext101 Subject: For Adam | call forwarding - assisted by cons Description: Adam wanted to add the ext 149 to ext 129 DL 53 Issue: want to add ext 149 to 129 Troubleshooting: > check line DL 53 and open ticket 16530457 Adam confirm to focus on the switching concern and disregard the Concern: Customer would like to change the number of lines. > connect Adam to higher DL for further assistance Case 16638097 contact higher DL 431068904771 spoke with Aki warm transfer the customer ============================================ Case 16638861 Incontact ID: 431068888261 RC#: 8183184628 User ID: 2532126044 Caller Name: Ravid Email: info@visionhomeremodeling.com Callback Number: 8183184628 Account Verified: (Y) using the payment method Admin/User: Admin | User ext 101 Subject: For Ravid | Port in - assisted by cons Description: Ravid asking assistance about the status of the port in request. Issue: Want to port the number to RC | PIN number | the number is coming from shaun.com | Ravid was advised that the porting request has been cancelled | SHAUN.COM | Ravid confirmed that the number 8185992050 is the one he is trying to port in to RC 62857593008 disabled account Troubleshooting: > Contact NTD > 431068950001 8183184628 Mich > Got advised no port in request > login to account and submit request > inform user about the status of the order > Guide Ravid to do the request. For temp check - assist customer to transfer number ============================================ Incontact ID: 431620961141 RC#: 9095968726 User ID: 640362009 Caller Name: Matt Email: matts@it4ps.com Callback Number: (909) 972-0397 Account Verified: (Y) Admin/User: Admin | User ext DL 182 Subject: For Matt | Provision for the new to be added on the ext - assisted by cons Description: wanted to eliminate the the MVP license for ext 6255 | 6254 | 1240 Issue: Wanted to provision the ext 6255 - (909) 451-8167 | 6254 -(909) 451-8166 and 1240 - (909) 451-8162 > to - Polycom VVX250 -MAC 4825674743FC ext - 6255 - Polycom VVX250 -MAC 4825674746CF ext - 6254 - Polycom VVX250 -MAC 48256742F9B5 ext - 1240 For ext 6255 - (909) 451-8167 | MAC 4825674743FC Field Value SIP Domain - sip.ringcentral.com:5060 Remote SIP port - 5060 Local SIP port - 5060 Outbound Proxy - SIP20.ringcentral.com:5090 Outbound Proxy - SIP20.ringcentral.com:5090 Outbound Proxy Port - 5090 User Name - 19094518167 Password - 5ryBXqOyt Authorization ID - 803789685008 For ext 6254 - (909) 451-8166 | MAC 4825674746CF ext - 6254 Field Value SIP Domain - sip.ringcentral.com:5060 Remote SIP port - 5060 Local SIP port - 5060 Outbound Proxy -SIP20.ringcentral.com:5090 Outbound Proxy - SIP20.ringcentral.com:5090 Outbound Proxy Port - 5090 User Name - 19094518166 Password - ACQILb13 Authorization ID - 803789774008 For MAC 48256742F9B5 ext - 1240 - (909) 451-8162 Field Value SIP Domain - sip.ringcentral.com:5060 Remote SIP port - 5060 Local SIP port - 5060 Outbound Proxy - SIP20.ringcentral.com:5090 Outbound Proxy Port - 5090 User Name - 19094518162 Password - a36IK7 Authorization ID -803789808008 Troubleshooting: > add the devices to the extension > provided the filed and value of each devices since he don't have access to the devices > advised that we will have the ticket open for testing and confirmation if the concern is resolve before we close the case, endorse the case to General Support Queue for Outbound Support Process. ============================================ Incontact ID: 431621085788 RC#: 8316301144 User ID: 467005008 Caller Name: Joseph Email: joe.verissimo@inspireinvesting.com Callback Number: 8319029337 Account Verified: (Y) Admin/User: User ext 102 manager role Subject: For Joseph | call forwarding - assisted by cons Description: Call forwarding > want to add the 2086001985 to the 2089940848 ext 102. Issue: Call forwarding > want to add the 2086001985 to the 2089940848 ext 102. Troubleshooting: > walkthrough Joseph but he said that he don't have access to the admin portal since he is only manager. unable to provide the answer for the super admin access security question therefor we cant proceed to address the concern > he said that the super admins will make a response tom to provide the answer and for us to proceed > request 12NN to 2 pm MT > ============================================ Incontact ID: 431621146945 RC#: 6269698449 User ID: 451109027 Caller Name: Michael Email: campbell_michael@elnativogrowers.com Callback Number: 6503031920 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Michael | call forwarding - assisted by cons Description: call forwarding concern Issue: call forwarding > case 16653274 | 16653274 > call queue has 2 people got a greeting, unable to have the press 0 disable > play company greeting and then the press 0 being dialed he wanted the call to be routed to the skip the greeting and Troubleshooting: > walkthrough the customer on how to configure the call flow > tried test call to observed > 431621238494 > call are routed to the correct flow now. > made a test call to check the dialed 431621241953 it went to the correct > made another test since we removed the call queue ext 77 greeting disabled > 431621250406 it works. eoc 120 and 121 ============================================ Case 16737991 Incontact ID: 431621220180 RC#: 5873165220 User ID: 358035024 Caller Name: Fatou Email: fatou@sirkaccounting.ca Callback Number: 5877007323 Account Verified: (Y) Admin/User: Admin | 101 Subject: For Fatou | unable to hear calls - assisted by cons Description: unable to hear whenever they answer the call Issue: unable to hear the caller and same when you called | the dialed number 5873161795 > it happen as well when they use the line to call someone. Troubleshooting: > made test call to check 431621273091 heard nothing after that > check the number 5873161795 > made a test call to 431621301987 5873161795 did not hear anything > the device is Yealink T21PE2 advised to make a test call again using the device > still the same scenario > Advised to reboot the device > made a test still same >Advised to used the speaker and made test call still same > turned on the advised to use the app, made a test call it works > made a test call to (587) 316-2441 805EC0066123 device 431621355008 still the same > called the 5872294045 431621355008 works fine not hearing > got advised from SF to escalate it to QOS > "Customer Name: Fatou Best callback number: 5877007323 Customer's preferred callback time (with timezone): 9am to 10am MT Email address: fatou@sirkaccounting.ca Problem: unable to hear the the calls every time they answer it and tried to call using the lines Steps to Reproduce: Made test call to the 5873161795 and (587) 316-2441 they answered it but not hearing any audio > advised to Fatou to call using the devices to call 5872294045 still same > Advised to use the speaker then made test call , still the same issue> Advised to use the apps > able to hear the audio > Advised to reboot the router and the handset > did test call still same > turn on the my mobile apps and desk apps then make test, the call went through and clear. escalate the issue to the T2 for QOS issue. Behavior: They answered calls then no audio. Expected Behavior: inbound and outbound call they made to the ext 101 and 102 should have audio. Additional Notes: Type of QoS issue: No audio Internet service provider: to be provided by the customer once she receive the call back by FS Network hardware information Modem make and model: Router make and model: Switch make and model: Attached devices to the network # of hardwired computers: # of Wi-Fi devices: # of IP telephony phones: Affected devices User extension : Serial number : Phone model: Any programs or devices that may generate internet traffic: IP Cameras or DVRs that have video streaming capabilities: Speedtest results Ping: Download speed: Upload speed: Additional information Date the issue started: Were there changes on the network before this issue started? : Call Samples: Called from: 8888984591 Called to: 5873161795 Date and Time: 11/14/22 2:55 PM PST Actual Behavior: No audio everytime they made a test call Result: No audio everytime they made a test call Expected Behavior: inbound and outbound call they made to the ext 101 and 102 should have audio. Session Logs: PSTN to SIP 11/14/2022 3:22:27 PM UTC-08:00 11/14/2022 3:33:27 PM UTC-08:00 11:00 18888984591 15873165220*101@sip.ringcentral.com 101 SJC01-P11-TEL13 0 / Call succeed Call accepted (0). Call connected and accepted. 1706901465024 Find me 11/14/2022 3:22:23 PM UTC-08:00 11/14/2022 3:22:27 PM UTC-08:00 0:04 18888984591 15873161795@sip.ringcentral.com 101 SJC01-P11-TEL13 Force stopped 1706901465024 PSTN to SIP 11/14/2022 3:22:23 PM UTC-08:00 11/14/2022 3:22:27 PM UTC-08:00 0:04 18888984591 15873165220*101@sip.ringcentral.com:5060 101 SJC01-P11-TEL13 0 / Force stopped 1706901465024 Caller 11/14/2022 3:22:19 PM UTC-08:00 11/14/2022 3:33:28 PM UTC-08:00 11:09 18888984591 15873161795 101 SJC01-P11-TEL13 504 / 0 Find/FollowMe: call err, Conference (Unk) [4710900] 1706901465024 Caller 11/14/2022 3:22:19 PM UTC-08:00 11/14/2022 3:33:28 PM UTC-08:00 11:09 18888984591 15873161795 SJC01-P11-TEL13 504 / 0 Find/FollowMe: call err, Conference (Unk) [4710900] 1706901465024 Called from: Called to: 5873161795 Date and Time: 11/14/2022 Actual Behavior: No audio everytime they made a test call Result: called answered still no audio | did outbound and answered still. Expected Behavior: inbound and outbound call they made to the ext 101 and 102 should have audio. Session Logs: PSTN to SIP 11/14/2022 3:21:10 PM UTC-08:00 11/14/2022 3:21:20 PM UTC-08:00 0:10 18888984591 15873165220*101@sip.ringcentral.com 101 SJC01-P11-TEL14 0 / Call succeed Call accepted (0). Call connected and accepted. 1706899878024 Find me 11/14/2022 3:21:07 PM UTC-08:00 11/14/2022 3:21:10 PM UTC-08:00 0:03 18888984591 15873161795@sip.ringcentral.com 101 SJC01-P11-TEL14 Force stopped 1706899878024 PSTN to SIP 11/14/2022 3:21:07 PM UTC-08:00 11/14/2022 3:21:10 PM UTC-08:00 0:03 18888984591 15873165220*101@sip.ringcentral.com:5060 101 SJC01-P11-TEL14 0 / Force stopped 1706899878024 Caller 11/14/2022 3:21:03 PM UTC-08:00 11/14/2022 3:21:20 PM UTC-08:00 0:17 18888984591 15873161795 101 SJC01-P11-TEL14 21 / 0 Find/FollowMe: call err, Conference (Unk) [4710900] 1706899878024 Caller 11/14/2022 3:21:03 PM UTC-08:00 11/14/2022 3:21:20 PM UTC-08:00 0:17 18888984591 15873161795 SJC01-P11-TEL14 21 / 0 Find/FollowMe: call err, Conference (Unk) [4710900] 1706899878024 Called from: Called to: Date and Time: Actual Behavior: Result: Expected Behavior: Session Logs: " ============================================ Incontact ID: 431621631739 RC#: 7579627120 User ID: 1081673020 Caller Name: Allison Email: doctor@vabeachchiro.com Callback Number: 7573430308 Account Verified: (Y) Admin/User: Admin Subject: For Allison | Porting issue - assisted by cons Description: Allison want to know the update for the port in for 7579626191 Issue: port issue > oct 31 for the date of port completion > the company name should be change as well > Order number document 6385093002 > number trying to port in to RC 7579626191 Troubleshooting: > walkthrough Allison to update the name and port in the number > Order Number: 68623027 > no other concern. ============================================ Incontact ID: 431621676042 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > ============================================ Case 16741407 Incontact ID: 431621675933 RC#: 9547075200 User ID: 280990023 Caller Name: Kayla Email:kayla@heartrhythmsolutions.com Callback Number: Account Verified: (Y) Admin/User: Admin Subject: For Kayla | SIP attack - assisted by cons Description: phone keeps on ringing Issue: phone keeps on ringing, ext 101 > when the ext 101 ring they are receiving Fax > even outgoing fax from other line, the ext 101 still ringing > The issue started 2 to 3 weeks ago, it constantly ringing . Troubleshooting: > Advised about the SIP attack and recommend to coordinate with the IT for further assistance to resolved the concern. ============================================ Incontact ID: 431621722640 RC#: 2147649145 User ID: 1844665004 Caller Name: Kasey Email: carriers@takecommandhealth.com Callback Number: 8326919728 Account Verified: (Y) Admin/User: Admin | User ext 137 Subject: For Kasey | fax issue- assisted by cons Description: wanted to check if the fax is working Issue: faxes sent issue last night > unable to sent fax > 2147649145 sending to 9528538718 able to sent 9 faxes before and last night it did not Troubleshooting: >made a test fax advised Kasey to send a fax to my tester account 4433679932, check it and went went through and number shows is 214) 224-0990 wherein the company number > she also confirmed that she was able to receive the test fax. eoc ============================================ Incontact ID: 431621807382 RC#: 8777077307 User ID: 1771676004 Caller Name: Ken Email: thetankshow@yahoo.com Callback Number: (303) 999-9145 Account Verified: (Y) Admin/User: Admin Subject: For Ken | - assisted by cons Description: Issue: sms is not working, reach limit add more sms text messaging Troubleshooting: > number being used 3236881955 > Pa assist po. Thanks "inContact ID: 431621807382 UID:1771676004 Name of the customer: Ken Callback number:(303) 999-9145 Related Tier 1 Case number: none Details of request or issue:" reached limit for sms ============================================ Incontact ID: 431621826929 RC#: 8016794757 User ID: 202146023 Caller Name: LLuvia Email: mayastravel@hotmail.com Callback Number: 8016794757 Account Verified: (Y) Admin/User: Admin | User ext Subject: For LLuvia | General inquiry about she is gonna work remotely in Mexico - assisted by cons Description: LLuvia wanted to know how it goes if she will work in Mexico and need her ext 101 Issue: for the next of thanks giving she will work in Mexico city border > she wanted to know how it goes. > she wanted her ext 101 and she will be in Mexico 26 to dec 6. Troubleshooting: > Advised that she can bring the device as long as there is internet and provide support site for other concern she might. eoc ============================================ Incontact ID: 431621879019 RC#: 7702802612 User ID: 62888307008 Caller Name: Ralp from implementation | Terrion Email: info@room6twelve.com Callback Number: 4045147114 Account Verified: (Y) Admin/User: Admin | Subject: For Terrion |unable to send sms - assisted by cons Description: Terrion unable to send sms Issue: Porting issue | the number is already ported | sms activation was not provided and wanted to have the request to expedite | transfer date was 14 of November | the number 7702802612 Troubleshooting: > made a test message > using (980) 580-2217 test went using the (404) 905-7058 > event center is the nature of the business > need to request enable the number to Telco > advised time frame for the completion. related Telco Case 16741596 > call 4045147114 431622090376 routed to VM left message, call 7702802612 431622092139 routed to VM, left message. ============================================ Incontact ID: 431622071402 RC#: 9496300469 User ID: 426630040 Caller Name: Tony Email: tony@primefinancialsolutions.org Callback Number: 9496300469 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Tony | Live reports to include the voicemail - assisted by cons Description: wanted to add the voice message to be included on the live reports Issue: live report feature > wanted to see voice messages need to be address. 118 unread voicemail > he wanted to see that to the live > ext 5 customer support. Troubleshooting: > guide customer to try the Adding a Live Reports widget | RingCentral MVP, Tony said its not showing > > asked for FS for further assistance > no option > advised feature request site. http://ideas.ringcentral.com/ eoc ============================================ Incontact ID: 431622098192 RC#: User ID: Caller Name: Email: Callback Number: (510) 433-1900 Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > no audio upon receiving the call, left message then CB (510) 433-1900 431622137218 got disconnected> ============================================ Incontact ID: 431622100510 RC#: User ID: Caller Name: Email: Callback Number: (763) 571-9128 Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: new customer > want to know how it work for | did not provide any info further. Troubleshooting: > ============================================ Incontact ID: 431622103964 RC#: 9417796589 User ID: 1549977027 Caller Name: Heather Email: service@theandrewsinsurance.com Callback Number: 9417796585 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Heather | voicemail - assisted by cons Description: Heather asking assistance for the voicemail issue that they are not getting Issue: Not receiving voicemail for today > 9417796589 Troubleshooting: > made a test call to leave a VM to 9417796589 431622168551 answered by Nikki , called again 431622170286 left VM, Heather confirm it did reflect on their end. > configure the call queue ext 1004 to have the VM routed to the correct extension > made a test call 431622185243 VM is not routed to the correct ext 107. ============================================ Incontact ID: 431622139123 RC#: 8174840246 User ID: 2543847012 Caller Name: Claudia Email: claudia@sterlingdfw.com Callback Number: (817) 287-1331 Account Verified: (Y) Admin/User: Admin Subject: For Claudia | number - assisted by cons Description: unable to receive calls for the number 8174840246 Issue: office line is not working, says the number is not 8174840246 Troubleshooting: > no one talking on the other line, provide ghost spiel, tried to call the number used (817) 287-1331 431622198891 reached Claudia > continue TS > called 8174840246 431622206140 got error 201 number disconnected > ask FS > call NTD 431622215540 Mich got info no port in request for the number > Claudia confirm that if the customer call 8174840246 the call should routed to VM, update the settings to route the call to VM > made a test call 431622228770 routed to VM now. eoc ============================================ Incontact ID: 431622212781 RC#: 3237631616 User ID: 67560315 Caller Name: Aiza Email: aiza@osmonmoving.com Callback Number: 3237631616 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Aiza | call log navigation - assisted by cons Description: Aiza wanted wanted to hide particular number from the call log Issue: report > call log > show missed calls > | wanted to hide particular number from the call log Troubleshooting: > walkthrough the customer to navigate the call log > feature support site for further assistance. ============================================ Incontact ID: 431622252733 RC#: 8552372334 User ID: 285579004 Caller Name: Patrick Email: patrick.mendoza@enertechresources.com Callback Number: 8318371105 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Patrick | analytics | customer rules - assisted by cons Description: wanted to know more about the analytics and customer rules Issue: analytics > performance reports > inbound calls, answered call, abandoned calls. Troubleshooting: > walkthrough customer on navigating the analytics and walkthrough to set up custom rules. ============================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > 7702802612 Hi Terrion, This is cons from RingCentral. Please follow this steps to complete the enabling of your SMS feature for the number 7702802612. Kindly do the registration by filling out the form that can be accessed here: https://gamechanging.dev/tcr/ and please make sure to name the form your company name in the file name where it says, “Customer Name” as this helps ensure we know who has uploaded it. ============================================ Incontact ID: 431622277614 RC#: 4695009412 User ID: 244178051 Caller Name: Mary Email: CDMINFO@CARPEDIEMMOVING.COM Callback Number: (469) 544-6803 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Mary | Adding DL for the user ext 101 - assisted by cons Description: Adding DL for the user ext 101 Issue: cant make phone calls and cant make sms Troubleshooting: walkthrough> made a test call 431622357735 , routed Mary > advised to make a test sms > still unable to, found out the number 4695009412 > advised time frame of 24 to 48 hrs for the telco ops escalation . eoc enable sms for 4695009412 ============================================ Case 16781029 Incontact ID: 455985724728 RC#: 7579626191 User ID: 1081673020 Caller Name: Mary Email: frontdesk@vabeachchiro.com Callback Number: 7579626191 | (757) 535-1821 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Mary | call forwarding - assisted by cons Description: asking assistance for the call forwarding issue Issue: call flow settings | Troubleshooting: > made a test call 7579626191 455985736998 to observed the call > got a message the company is closed. and please wait while connecting. > check operating hours > correct the settings for the business hours > made a test call again 7579626191 455985747165 the calls are now configured properly ============================================ Case 16766313 Incontact ID: 455985753723 RC#: 2144325643 User ID: 737972048 Caller Name: Shaun Email: thomasstanford1990@gmail.com Callback Number: (415) 216-0490 Account Verified: (Y) Admin/User: Admin | Subject: For Shaun | HVSMS follow up - assisted by cons Description: wanted to expedite the HVSMS Issue: Update the account to high volume SMS capable Troubleshooting: > check account > 16766506 closed issue is already escalated to T2 > customer confirmed they did not submitted the information ( credit card and driver license ) > walkthrough customer for the support site to know more about the prices > send the article for https://support.ringcentral.com/article/Credit-Card-Authorization-Form-CCAF.html >Provided Case 16751148 T2 | ask permission to close the T1 16766313 confirmed its good to close. > customer said about the unused service they have, advised that it can be discuss further from our billing or sales dept once the issue is complete resolve. ============================================ Incontact ID: 455985810280 RC#: 8287074231 User ID: 328713030 Caller Name: Beth Email: bmarchitelli@hotmail.com Callback Number: 8287071943 Account Verified: (Y) Admin/User: Admin Subject: For Beth | remove extension 106 and the DL - assisted by cons Description: wanted to remove the ext 106 and the DL Issue: remove ext 106 (828) 579-2377 | employee is not working any longer Troubleshooting: > walkthrough customer to disable the the ext 106, DL is now disabled. > email Win Yin Hui > advised customer about the contract > customer prefer to discuss this further with her Account account manager. Email her account manager. ============================================ Incontact ID: 455985861084 RC#: 9132102034 User ID: 2288480015 Caller Name: Katy from IT Email: kkosman@fittechnologies.com | bmenninger@pca4u.com Callback Number: 2163062977 Account Verified: (N) Admin/User: Admin | User ext Subject: For Katy | Port Out - assisted by cons Description: wanted to know the process for port out Issue: requested for customer record for porting out for 9132102034 > Troubleshooting: > Provided the support site and When requesting for a port out with your new carrier, you need the following information: Company name Service address Authorized username (Super Admin) Note: You need to provide this information to your new carrier exactly how it’s listed on your account. ============================================ Incontact ID: 455985917422 RC#: 9282194610 User ID: 2189966014 Caller Name: Mohamad Email: ziqbal71@gmail.com Callback Number: 9282511200 Account Verified: (Y) Admin/User: Admin Subject: For Mohamad | Fax - assisted by cons Description: wanted to know the status of the fax line 9282194610 Issue: Fax line update for 9282194610 | more than a week Troubleshooting: > Order Number: 241235015 Status: Completed Date Completed: 11/18/2022 > Extension 103 is the fax line associated. > FaxPhone Number: (928) 757-8448 > customer confirmed that 928) 757-8448 is also their fax > sent a test fax to (928) 219-4610 check user, the fax is being forwarded to ext 109 > walkthrough customer to configure the settings of ext 103 > made a test, customer confirmed issue is now resolved. 8448 it should go to ext 101 and 4610 should go to ext 103 dadramedicalrecords@cogzance.com > update the call queue setting of VM change to ext 103 > made a test customer confirmed issue resolved > assist him with the call queue settings.> made a test call , customer confirmed issue resolved. 5518(928) 757-8440 ============================================ Incontact ID: 455986265034 RC#: User ID: 1577291020 Caller Name: IVY from billing Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For IVY from billing | calling credit package charges - want to know the charges | what triggers the charges for the calling - assisted by cons Description: calling credit package charges - want to know the charges | what triggers the charges for the calling Issue: calling credit package charges - want to know the charges | what triggers the charges for the calling Troubleshooting: > ask FS to gather the details need, provide to Ivy via glip. ============================================ Incontact ID: 455986327455 RC#: 7635351700 User ID: 62627285031 Caller Name: Lynn Email: agency@basslakeins.com Callback Number: (763) 535-1700 | 7635671394 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Lynn |RC Apps - assisted by cons Description: wanted to customize the RC app via web access Issue: She wanted the web app logins dial pad to pop up every time that someone is calling her and even if the web app is being on top of other browser. Troubleshooting: > made a test and ask to transfer the call using the RC app via desktop to check the behavior it works fine now. > educate the customer about the normal behavior of the app > made a test call 455986382547 455986388940 > customer wanted to have the web browser pop up every time that she receive a call since she prefer to use the brower to access her RC app. > windows 10 is the customer using for the computer > customer > call 7635671394 for us to continue the TS, 455986444123 spoke with Lynn again > recommend to use the RC app on desktop since its working and provide sample when the apps on her desktop wont allow her to transfer the call properly again. customer agreed. ============================================ Incontact ID: 455986476827 RC#: 2394589440 User ID: 60823162006 Caller Name: Isabel Email: romanoshutters@aol.com Callback Number: 2394589440 | 239) 440-7094 Account Verified: (Y) Admin/User: Admin Subject: For | VM need to be changed and call forwarding settings - assisted by cons Description: VM need to be changed and call forwarding settings Issue: VM need to be changed and call forwarding settings | vacation starting 11/21/2022 - 11/27/2022 Troubleshooting: > customer is not on her computer > assisted the customer to configure the VM and call forwarding > made test 455986521815 issue resolve now. eoc ============================================ Incontact ID: 455986757904 RC#: 2013747265 User ID: 62732674007 Caller Name: Vijaikumar Email: dharla09@gmail.com Callback Number: 2196703200 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Vijaikumar | Port in - assisted by cons Description: wanted to port the number to RC but got rejected Issue: PIN was wrong Troubleshooting: -Order Number: 109847007 (219) 836-5799 Status: Pending -Order Number: 109848007 (219) 836-5399 Status: Rejected > Your Transfer Request could not be completed because the PIN you provided does not match the number on file with your current service provider, or you didn't provide one. Please check the PIN number associated with the number you are porting, edit your request and enter the number in the highlighted field, then click on the 'Submit' button to resubmit your Transfer Request. > 900339 is the PIN > advised to confirmed the PIN to the losing carrier, He agreed. > advised to email ntd.helpdesk@ringcentral.com and provide the information about the PIN that losing carrier confirmed. ============================================ Incontact ID: 455986798873 RC#: 3366040770 User ID: 3665319020 Caller Name: Chiva Jennings Email: info@ncpersonalcareservices.com Callback Number: 3366040770 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Chiva Jennings | ring simultaneously for member - assisted by cons Description: wanted to have the ext member ring simultaneously Issue: ext to ring two members simultaneously | ext 31 Troubleshooting: > walkthrough the customer to set up the call member for ext 31 > edit the key presses for IVR menus 1001 > add member to the call queue> made test call 455986864754 , customer confirmed issue resolved. (336) 792-4323 3363038844 ============================================ Incontact ID: 455986891283 RC#: 2143501425 User ID: 1840845020 Caller Name: Jackie Email: forestlanedental@gmail.com Callback Number: (469) 328-8697 | 2143501425 Account Verified: (Y) Admin/User: Admin Subject: For Jackie | record greeting - assisted by cons Description: greeting recording and VM ext 103 routing Issue: record greeting because company will be closed > 24th of nov until 28th november (thurs - Sunday) Troubleshooting: > > assist customer to record greetings and VM to ext 103 > applied to the call handling.eoc ============================================ Incontact ID: 455986922777 RC#: 7869304031 User ID: 62965963008 Caller Name: Marie Email: inspiringhope26@gmail.com Callback Number:7862231744 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Marie | Port in - assisted by cons Description: want to port in their number from Metro PCS to RC Issue: Port in to RC > Metro PCS is the current provider Troubleshooting: > Educate the customer for the details need for port in the numbers to RC, customer understand it > Customer is currently busy since he is sorting out things at Metro PCS > highlight support site for information and steps to port in the number. > asked for time frame if they prefer call back he said he is available 1PM EST call back number 7863561733 > we advised if its possible to reach them 1pm onwards, customer agreed. Endorse to ORTphone > call back 7863561733 455987184437 routed to VM left msg > call 7862231744 455987184437 routed to VM, left msg ============================================ Incontact ID: 455986962442 RC#: 4803265298 User ID: 177108041 Caller Name: Kay Email: krich@azpetstylist.com Callback Number: (480) 336-0298 Account Verified: (Y) Admin/User: Admin Subject: For Kay | call handling - assisted by cons Description: call handling configuration Issue: call handling configuration > if the caller dialed 4803265298 it should be routed to EZ 4804288803 Troubleshooting: > walkthrough the customer to configure the 4804288803 to assigned ext 109 > Kay confirmed it was assigned > educate about the VN of 4807168098 . eoc ============================================ Incontact ID: 455986989590 RC#: 2514791101 User ID: 134617033 Caller Name: Dave Email: Callback Number: 8502323166 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Dave | Port out request - assisted by cons Description: wanted to ask follow up for port out Issue: Port out issue | Troubleshooting: > check account Case 16720381ORDER REJECTED REJECTION: ADDRESS MISMATCH REJECTED INFO: 870 PO Box, Pensacola, FL 32591 TNS: 2514791101 2516210098 2519908803 Resolution: Customer must obtain/update correct address by logging in to his online account, go to Phone System >> Company Info Company Address. If the information is blank or a PO Box, the customer must update with the correct physical address and save it. > advised customer about the information needed. customer said that there is no Physical address for the Waterfront Rescue Mission > Call NTD for confirmation 455987009503 > JB got advised that he need to send an email to ntd.helpdesk@ringcentral.com > Case 16720381 | Order ID 60579974 ============================================ Incontact ID: 455987014729 RC#: 4075363232 User ID: | Enterprise Account ID 351852048 Caller Name: Cenquetta Eaddy Email: eaddycenquetta@yahoo.com Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For Cenquetta | account issues - assisted by cons Description: wanted to ask assistance to check what is going to the account Issue: March 2022 | ref number 14797214 - closed - Troubleshooting: > Pls see cancellation request case 14861858; 14861900 > Account Status Disabled > call CERT 455987055847 for further assistance > spoke CK got advised to connect the customer to sales > call Sales > 455987079917 got advised that they are not accepting the call > call again 455987090918 spoke with ANNA got advised that the account manager is the one need to be contacted. > > call 4075363232 455987189453 spoke with Cenquetta > call sales> spoke with Edwin > while coordinating with Edwin customer line disconnected again. advised to reach to customer care > jovelyn Martin from expansion team 8888984591. call back again the customer but not answering the call. ============================================ Incontact ID: 455987200379 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: (888) 852-7085 call DC upon opening spiel. Troubleshooting: > ============================================ Incontact ID: 455987202689 RC#: 8335477770 User ID: 290144049 Caller Name: ACE from retention | Alexandra Email: info@kaplaninterpreting.com Callback Number: 3104983089 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Alexandra | call forwarding - assisted by cons Description: call forwarding Issue: Phone system issue > call queue configuration > 103 - (323) 485-5215 | 102 - (323) 375-1063 | 104 - (323) 621-6854 | 105 - (323) 319-4142 Troubleshooting: Ext 105 is not active yet, advised to check the invite to accept to activate the ext 105. > assisted customer to set up the call forwarding > Create call queue > made test call 455987237712 customer confirmed issue is resolved, Natalia ============================================ Incontact ID: 455987247742 RC#: 2093756666 User ID: 924483048 Caller Name: Sam Email: christian@redwoodsinyosemite.com Callback Number: 2093756237 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Sam | swap number from(844) 902-1141 to 2093756666 - assisted by cons Description: swap number from(844) 902-1141 to 2093756666 Issue: swap number from(844) 902-1141 to 2093756666 Troubleshooting: > walkthrough customer swap number from(844) 902-1141 to 2093756666. - update > assisted customer about the IVR Menu. updated > 115 unassigned the 2093756666 and swap to (844) 902-1141 updated > (209) 554-0743 assigned voicemail, customer made test, confirmed issue is now resolved. ============================================ Incontact ID: 455987314479 RC#: 2815492186 User ID: 286959045 Caller Name: Stephanie Email: stephanie@thelionconstruction.com Callback Number: 2815492186 Account Verified: (N) Admin/User: Admin Subject: For Stephanie | login issue - assisted by cons Description: Issue: login issue Troubleshooting: > walkthrough to forgot password > unable to access the forgot password email > asked > customer already submitted the CCAF last 11/11/2022 - educate about the verification process with the support site link https://support.ringcentral.com/article/Credit-Card-Authorization-Form-CCAF.html ============================================ Incontact ID: 455987341077 RC#: 9518674039 User ID: 62556827031 Caller Name: Dulce Email: Callback Number: 7608101498 Account Verified: (Y) Admin/User: Admin Subject: For Dulce | RC app calls got disconnected - assisted by cons Description: asking assistance about the RC app calls getting disconnected Issue: RC app phone> phone calls get drop > no internet access even on regular data and wifi the calls disconnected > ext 105 9518674039 Troubleshooting: > made a test call to 9518674039 455987364540 calls went through > educate about the VoIP connection > did a test on speed test for data and she's only getting 50ms and DL speed 17 and UL speed is 16 > advised its a connectivity issue. eoc ============================================ Incontact ID: 455987377503 RC#: 8139687853 User ID: 62801126031 Caller Name: Tiffany Email: t.bryan@msservicesolutions.com Callback Number: 8139687853 Account Verified: (Y) IVR Admin/User: Admin | User ext Subject: For Tiffany | customer rules creation - assisted by cons Description: customer rule creation Issue: need to create a rule for Friday > Troubleshooting: > assist customer to create rule for Thursday Friday from 9am to 5 30 PM > confirmed that the rule created now > made a test 8139687853 455987409367 confirmed setting are working. eoc ============================================ Incontact ID: 455987407755 RC#: 7074358174 User ID: 1330971021 Caller Name: Ray Email: rransdell@coneth.com Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For Ray | phone not working - assisted by cons Description: phone not able to make outbound and inbound calls Issue: MSE support > 2 ext not ringing > 101 - (707) 247-8112 and 105 -(707) 306-0943 Troubleshooting: > reset the devices still unable to make outbound and inbound calls. > devices are active > call (707) 247-8112 455987429312 routed to VM, left msg > call 707) 306-0943 455987431564 routed to VM, left msg > resync ext 101 >advised that the device will reboot, Ray agreed > resync ext 105 >advised that the device will reboot, Ray agreed > made a test call, Ray confirm issue is now resolved ============================================ Incontact ID: 455987448913 RC#: 2402156164 User ID: 645661009 Caller Name: Hannibal Email: Hannibal.Yamro@ripnrun4u.com Callback Number: 2402156164 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Hannibal | want to disable the sms feature- assisted by cons Description: want to disable the sms feature- assisted by cons Issue:> want to disable the SMS feature on the account and wanted to avoid the charges Troubleshooting: > walkthrough customer on how to upgrade the plan > via billing tab > customer decided to disable the sms feature > ask assistance to FS > advised need telco request > (240) 215-6132 | (240) 215-6164 > advised Timeframe For Telco ops sms disable request concern case Case 16797530 telco case 16797556 ============================================ Incontact ID: 455987458519 RC#: 3216337672 | (321) 631-5555 User ID: 205495041 Caller Name: Kayla Email: kaylamholloway@yahoo.com Callback Number: 3216337672 Account Verified: (Y) Admin/User: Admin Subject: For Kayla | call forwarding issue - assisted by cons Description: calls forwarding to all calls to external number Issue: calls forwarding to all calls to external number 3214459704 during 23 24 25 of November Troubleshooting: > walkthrough customer to configure the call forwarding and create custom rules on ext 104, educate the customer about the rules created, she understand and agreed. eoc ============================================ Incontact ID: 456066804951 RC#: 7723357477 User ID: 62852460008 Caller Name: Kim Email: info@drviggiano.net Callback Number: (772) 475-6273 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Kim | call forwarding - assisted by cons Description: call forwarding 7722040599 Issue: call forwarding > office hours > 7722040599 > no greetings Troubleshooting: > walkthrough the customer > test call, customer confirmed issue resolved. ============================================ Incontact ID: 456066826288 RC#: 9854451200 User ID: 1817969027 Caller Name: Alli Email: proengine.shawn@gmail.com Callback Number: 9854451200 | 5047238172 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Ali | update the presence - assisted by cons Description: update the presence Issue: side car attached to the office phone > need to transfer the stored contacts to the side car > she purchased it to a RingCentral store > side car -has list of names for speed dial as per them and wanted to transfer all the contact from the ext 101 to the side car device of Alli. Troubleshooting: > customer sent email of the SS of the phone settings > advised that the previous consultant sent an email instructions about soundpoint IP 450 > and for the remote access that being done to reset the polycom is normal behavior that once the device reset the settings will be back to default and the information save will be removed as well. > reviewed Case 16787107 for the same concern 11/21/2022 1:31 PM > Advised The Side Car names are actually for contacts. >Polycom Phones currently has no option to upload contacts (in bulk). Please follow the instructions for the : SoundPoint IP 450 1. Press Menu. 2. Select Features. 3. Select Contact Directory. 4. Press the More soft key. 5. Press the Add soft key. 6. Enter the first name, last name and contact number of the contact from the keypad. 7. Press the Save soft key. From Link:https://support.ringcentral.com/article/Deskphones-Polycom-Contact-Directory-Adding-Contacts.html Unfortunately, everytime the phone reboots this contact will have to be re-added. Normal behavior (contacts will disappear every time the phone reboots) > Shawn is asking for sup. > tried to deescalate, customer ask for alternative solution, she wanted to update the names on the polycom device she is using ext 102 > sent remote access her computer to access GUI > call her 5047238172 to continue TS since she cant access the GUI while on call 456066877089 > continue TS > > guide to acccess the IP Accessing the Poly VVX 250/350/450 Web Configuration Utility Press to access the Main Menu Screen and navigate to Settings. Select Status > Platform > Phone. Scroll down to see the IP address. > 192.168.1.5 > removed other line and update it to > 192.168.1.14 shawn IP Identification Alli Berger address: 15049304326 Label: Alli Berger Private number of line key 1 calls per line 24 enable SRTP yes offer SRTP no Require SRTP no server auto discovery enable Authentication use login credentials no domain none user id 803083624027 password *** outbound proxy: sip132-1111.ringcentral.com port 5090 transport TCPonly S/N 64167FE8F577 alli S/N 64167FE8F59B Shawn - advised that the device needs to be replace and update Alli profile to have the side card device capabilities, Alli understand and agreed - coordinate with AM Kimmy Santiago kimmy.santiago@ringcentral.com Hi Kimmy, Asking for your assistance to process the replacement of the S/N 64167FE8F577 for Alli extension to update the side car device to be included on her profile so that the settings that Shawn has on the phone will be the same settings on Alli's device. Also, Shawn is planning on expanding the account and would like to discuss this further with you. They are requesting you to reach out to them so that they can explain the expansion they are planning. The Customer details below: Pro-Auto Repair, Engine and Transmission Shop User ID: 1817969027 Caller Name: Alli Email: proengine.shawn@gmail.com Callback Number: 9854451200 | 5047238172 For intervention po Case: 16801457 CX agreed to close case: n Any other open case/s: y Test Reso: n CSAT spiel: n Need intervention: Y RED FLAG >Repeat caller Asking assistance to create CIF for Case: 16801457 Reason: Asking for your assistance to process the replacement of the S/N 64167FE8F577 for Alli extension to update the side car device to be included on her profile so that the settings that Shawn has on the phone will be the same settings on Alli's device. ============================================ Incontact ID: 456067201697 RC#: 7605383429 User ID: 62458634008 Caller Name: Yulia Filchenko Email: yulia.filchenko22@gmail.com Callback Number: 21333143936 Account Verified: (Y) Admin/User: Admin 101 Subject: For Eula | Unable to get the email/Account locked | Unable to login in the account - assisted by cons Description: Unable to get the email/Account locked | Unable to login in the account Issue: Unable to get the email/Account locked | Unable to login in the account Troubleshooting: > Account is disabled > Case 16797894 Account disabled and has been scheduled to be DELETED on 05/22/2023; Reason: Other (please specify).) Pertinent info added to the blacklist > customer does not have any idea about the account being disabled. > Account manager Heromi Mauleon heromi.mauleon@ringcentral.com > Case 16799051 advised customer to contact sales > she said that she dont know the chat case initiated. > contact CERT 456067201697 for consultation assistance > > send glip to Heromi Mauleon AM > got advised that she will take over the call > w ============================================ Incontact ID: 456067328876 RC#: 9162821822 User ID: 831270040 Caller Name: Ryan Haislip Email: ryan@aimpestcontrol.us Callback Number: (408) 440-6380 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Ryan | Port out request - assisted by cons Description: port out to request to T-Mobile > get error code not matched | 9162821822 | a week ago Issue: port out to request to T-Mobile > get error code not matched | 9162821822 | a week ago > Troubleshooting: > reviewed case 16787739 - Troubleshooting: -port-out request keeps getting rejected for 9162821822 due to zip code -found previous port-out case no.16774685 -customer already called previously -previous rep says the zip code is correct -verified address showing in SCP > ok, matches -account in Active Status -customer will try to get the number ported again towards T-Mobile > call NDT - 456067347322 Aldrin got advised > resold tel number > they need the RC central info - there is system issue on NTD > advised customer that I will send the email coming from NTD to his email once I received it. Customer agreed and understand. eoc Hello, Ryan. This is Cons from RingCentral. As a promised, here's the information you need to port out the number 9162821822. Billing telephone number: 9162821822 Company name: RingCentral, Inc. Address: 20 Davis Drive Belmont, CA 94002 ============================================ Incontact ID: 456067373358 RC#: (949) 500-5440 User ID: 1035795011 Caller Name: Parviz Goshtasby Email: newportplasticsurgery@gmail.com Callback Number: 9495005185 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Parviz Goshtasby | port out request - assisted by cons Description: port out from RC going to Google voice Issue: Port out > google voice account is the new carrier (949) 500-5440 > they wanted to port out reason is increase for charges Troubleshooting: > call NTD for consultation > Mau 456067390555 > got advised number is level 3 underlying carrier > username is the super admin Billing telephone number: (949) 500-5440 Company name: RingCentral, Inc. Address: 20 Davis Drive Belmont, CA 94002 ============================================ Incontact ID: 456067435188 RC#: 7035652857 User ID: 597323000 Caller Name: Christopher Email: ctlee@ucensys.com Callback Number: (571) 528-2577 Account Verified: (Y) Admin/User: Admin | Subject: For Christopher | call forwarding - assisted by cons Description: call forwarding Issue: main number 8669373349 > call forwarding concern > the call should be routed to 4048573508 Troubleshooting: > walkthrough customer to add custom rule for the ext 1007 to forward to 4048573508 > test call, customer confirmed issue is resolved ============================================ Incontact ID: 456067462943 RC#: 8666177381 User ID: 224216009 Caller Name: Emmett Email: emmett.clark@southlandhf.com Callback Number: 9492786530 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Emmett | port out - assisted by cons Description: port out request Issue: port out for toll free number > company name is incorrect > cost is reason for port out going Nextiva > 8666177381 Troubleshooting: > call NTD for consultation 456067476157 > Gin got advised > they is Southland Home Finance > 16776813 > advised customer and He understand and know now the correct info. eoc ============================================ Incontact ID: 456067480203 RC# 9195969479 User ID: 62951601028 Caller Name: Joe Email:josedada@gmail.com Callback Number: (408) 707-2712 Account Verified: (Y) Admin/User: Admin | User ext Subject: For Joe | custom rule- assisted by cons Description: customer rule for out of office. Issue: out of office > custom rules Troubleshooting: > walkthrough customer to update the custom rule created Out of Office Greeting > customer confirmed issue resolved. eoc ============================================ Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: (Y) Admin/User: Admin | User ext Subject: For | - assisted by cons Description: Issue: Troubleshooting: > ============================================ Incontact ID: 456068508944 RC#: 3023143822 User ID: 645412009 Caller Name: WaJiha Email: kiara.khan@metadesignsolution.com Callback Number: (302) 314-3822 Account Verified: (Y) via payment payment Admin/User: Admin | User ext 542 Subject: For Wajiha | port in - assisted by cons Description: port in toll free number to a new account > 8778813250 need to be change to 8778105253 Issue: port in toll free number to a new account > 8778813250 need to be change to 8778105253 > check number is not available in the number pool > asked assistance to FS got advised to create telco ops to ask for further assistance to locate the number and retrieved it 16814990. ============================================ Incontact ID: 456194487412 RC#: 8139066362 User ID: 331230040 Caller Name: Kevin Email: kevin@atlasdevshop.com Callback Number: (919) 568-5585 | 212678764525 Account Verified: (Y) Admin/User: Admin Subject: For Kevin | app integration - assisted by cons Description: > they created a custom app and its now working Issue: API they are using RC application > want to test sand box app > RC developers > sandbox stage and want to test it using sand box mode > want to know how to test the call > SFDC > they created a custom app and using it now > but the app still on the sandbox Troubleshooting: > integration for the API team > ask for FS for assistance - got advised to check if they are able to access the link https://netstorage.ringcentral.com/guides/rc-for-salesforce-admin-guide.pdf - customer confirmed that the link is the existing one they are using > Case 16663170 Case Severity Updated To: Level 4 - Medium > advised time frame of 24 to 48hrs for update Name: Kevin Callback Number: (919) 568-5585 | 212678764525 Integrations App/ CRM SFDC Third Party or Supported (Y): Issue: > they created a custom app and using it now > but the app still on the sandbox Steps to Reproduce / Behavior: they wanted to use the SFDC on how to make calls on the app they built on the RingCentral developer app. Screenshots Attached to Case. 16818818 need to send an email or this 16818818 > ============================================ Incontact ID: 456194544745 RC#: 9853855686 User ID: 2101949011 Caller Name: Christina Email: christinashai