Untitled Note

10/12 CASE #: Incontact ID:427581689243 User ID: 353412028 RC #: 2129966900 # of DLS:25 Caller Name: Isam Callback Number: 7183144727/ Ext 121 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- All phones are on a site are not working -- -- Provided Estimated Timeframe: Y Troubleshooting: -- All phones down on site; --Advised to reboot modem Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16483940 Incontact ID: 427581701798 User ID: 1694829027 RC #: (403) 215-4036 # of DLS: Caller Name: Jessica Callback Number: 4033543054 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ported out number and retained 6 -- 587- area code -- Transfer to retention after to remove Provided Estimated Timeframe: Y Troubleshooting: -- Phone numbers that are suppose to be retained on from the account -- Upon checking the numbers has already been removed from the account -- Provided info that the numbers have been already released and removed from the account -- Ext Daniel 116-- 5874304305 -- Ext Mick 122-- 5873159883 -- Allen Ext 118 - 5874304345 -- Jay Walker 135 - 4032668833 -- Kyle Van Bakel Ext 136- 4035414030 -- Jed Moore 121- 5873506190 -- Advised customer to process - port in -- Customer submitted a port in request-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16484704 Incontact ID:427581770618 User ID:826871040 RC #: 4693319933 # of DLS: Caller Name: Tammy Callback Number: 4693319933 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Ring sequence-_ Call handling -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Ext 110-111 should ring simultaneously after 3 rings -- Disable 2 factor for 1hour -- Guided customer in configuring the call handling in Ext 105 -- Added ext 110 and 111 as a call forwarding Extension -- Test Call-- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 4089154294 4086808287- Ext 103 4086805794- 101 CASE #: 16471796 Incontact ID:427581788754 User ID:157768040 RC #: 781-247-7558 # of DLS: Caller Name: Michelle Dias Callback Number:781-247-7558 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Using Smarsh Archiver Provided Estimated Timeframe: Y Troubleshooting: -- Check case details- archiving SMS using Smarsh -- Advised customer to log in to admin portal- -- NO access - to admin portal -- Customer mentioned that they are not going over 5000 messages- wants to find a way to retrieve the messages -- Provided info that the only way to retrieve the messages is to check on each extension- copy paste the messages -- Customer is integrated with SMARSH, but suddenly it stopped archiving from 10/11/21 through 10/5/22 -- Customer wants to retrieve the missing SMS, not copying and pasting the actual messages -_ As per FS, escalate to Integrations Team Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16484036 Incontact ID: 427581882579 User ID: 421895048 RC #: (603) 332-7733 # of DLS: Caller Name:Tashina Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Transferred call from Sales -- 805E0C83F78F- CASE #: 16484036 Incontact ID: 427581882579 User ID: 421895048 RC #: (603) 332-7733 # of DLS: Caller Name:Tashina Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Transferred call from Sales -- 805E0C83F78F- -- Wants to create a limited extension Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Guided customer in creating a limited a extension -- Successfully added a limited Extension -- Guided Customer in setting up the limited extension -- Successfully assigned the phone 805E0C83F78F- to Ext 302 -- Went online- Test Call Successfully Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- Wants to create a limited extension Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Guided customer in creating a limited a extension -- Successfully added a limited Extension -- Guided Customer in setting up the limited extension -- Successfully assigned the phone 805E0C83F78F- to Ext 302 -- Went online- Test Call Successfully Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 427581911801 User ID:3098177020 RC #: 6042453200 # of DLS: Caller Name: Chris Callback Number: 6042453200/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call routing- using app -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16483506 Incontact ID:427581881825 User ID: 65510328 RC #: 8888630001 # of DLS: 67 Caller Name: Lisa Callback Number: 6306500537 Ext 106 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- New phone- Phone activation -- 482567047A03- -- Provided Estimated Timeframe: Y Troubleshooting: -- Access admin portal -- Released phone from pending upgrade -- Activated Ext 1199 successfully -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 427582041482 User ID: 622185009 RC #: 9072782741 # of DLS: Caller Name: Solar Callback Number: 5034890657 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Activating SMS -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16487924 Incontact ID:427582087555 User ID: 454186040 RC #: 3059011191 # of DLS:11 Caller Name: Angel Callback Number: (305) 397-6578/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Provisioning phones -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in creating extension -- Yealink T31- 805E0C68A5ED- Assigned to Ext 108-(305) 363-3783 -- 805E0C68A603- Assigned to Ext 109-ry-level IP Phone (305) 390-4972 -- Auto provisioned- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 427582212120-- DC CASE #: 16488926 Incontact ID: 427582207132 User ID: 62845600008 RC #: 7087654436 # of DLS:1 Caller Name: Kamilah Callback Number: 7736712267 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Change number- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- advised to log into admin portal --Guided customer in changing her direct extension number -- Process number change for main in AI -- Main Number changed from (708) 765-4403 to 1 (630) 756-2535 -- Additional Number changed from (708) 765-4457 to 16307562527 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16489061 Incontact ID:427582219719 User ID: 62777295008 RC #: 9702394296 # of DLS: 8 Caller Name: Bryan Callback Number: 9707290742/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- VM PIN- Change -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in- to admin portal -- Guided customer in changing the pin for the extensions -- Checked Call queue VM routing -- Customer changed VM to go to Ext 101 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called at 4157077334, Inc: 427582238731 -- Got Devon, screen sharing agreed -- Computer- has security setting that wont let us -- Customer mentioned that he already put the phone in a known working location but it did not work -- Device 'Office Administration (Instance ID=804502760012)' is sent for urgent warranty device replacement - I. CASE #: 16489714 Incontact ID:427582250065 User ID: 532164020 RC #: (888) 509-8039 # of DLS: Caller Name: Maria Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Maria from Sales- -- Limited Use Plan -- Charged PCC charges- Provided Estimated Timeframe: Y Troubleshooting: -- Checked call logs- -- The toll free number assigned on the account is the number that incurs the charges -- Provided info that charges were incurred since the call was made through the Toll Free Number -_ Recommended to turn off auto purchase -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16489701 Incontact ID:427582295304 User ID:3470175020 RC #: 7864822760 # of DLS: Caller Name: Andrea Callback Number: 2816315590/ Ext Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Acct Suspended- -- Unable to receive reset password link -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into AI- aaron.11- set as password -- Unlock extension- authenticated as SUper admin -- Disable Two factor- Was able to log in -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called 5034890657- Bad nmber (907) 770-3202 (907) 770-3203 CASE #: 16489989 Incontact ID: 427582322676 User ID: 649042009 RC #: (661) 862-8582 # of DLS: Caller Name: DEe Callback Number: 8184196659 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call routing- Call Forwarding -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into RC app -- Unable to receive authentication code -- Disable 2 Factor- Auth for 1 hour -- Was able to log into admin portal -- Guided customer in setting up an extension -- Docwash10- 102260- -- Test Call Successful- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y