Untitled Note

CASE 14135980 Contact ID: 193560112833 RC Number: 18555351109 Caller's Name: Unnisha Account Verification: Y UID: 1852835020 Callback Number: 5042924173 Email: Unnishapaige26@gmail.com # of DL’s: 4 Troubleshooting Steps: Customer said that they have virtual assistants and don't know what to do to give them the desktop app Need to set up additional users for them to be able to login on the app Reso: Provided website, www.ringcentral.com/apps to install RC Desktop App Walk her thru on admin portal to update name of extension she want to modify, Ext 104 Walk her thru on resetting Ext 104's pw Guide her throughout the steps on adding user with DL's thru admin portal Walk her thru on adding the members on their Call Queue Group, Tax Box Pro (Ext. 3) Customer wants Ext 102-107 to ring all at the same time when Main number is being dialed Configured call queue, added Ext 102-107 as members Customer called the main number, customer said that she will just give us a callback and she ended the call Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N Outbound logs: Called 5042924173 for test reso Outbound Contact ID: 193759194097 Phone only rings, no answer, no vm Email sent Outbound logs: Called 5042924173 for test reso Outbound Contact ID: 193760173402 Reached VM, Mailbox is full Email sent Outbound logs: Called 5042924173 for test reso Outbound Contact ID: 193854046559 Reached VM, Mailbox is full Email sent =========================================================================================== CASE 14156581 Contact ID: 193760356457 RC Number: 8179002714 Caller's Name: Lyndi Account Verification: Y UID: 62841526028 Callback Number: 9403579479 Email: customerservice@evgenerators.net # of DL’s: 4 Troubleshooting Steps: Case 14156581 Call transferred by T1 Customer was so frustrated as she was transferred multiple times and been hang up as well She said that she's been dealing with the issue for 3 hours now Lyndi Thiele - Ext. 101 Phone number: (817) 618-9871 SN/MAC: 805E0C13DD11 Make and Model: Yealink W60P Cordless Phone with 4 Handsets Duplicate: None Activated Extension: Yes IP: 192.168.88.173 Firmware: 77.83.25.5 Factory Installed Reso: Checked IP: 192.168.88.173 Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Accessed GUI, admin/admin Able to verify that the provisioning string is missing Entered https://yp.ringcentral.com/provisioning/yealink/W60P as provisioning string Phone rebooted and it went online Let the customer place test call, now ringing and working All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14156186 Contact ID: 193760386355 RC Number: 5203396829 Caller's Name: Jeff Account Verification: Y UID: 62865019031 Callback Number: (520) 488-6776 Email: jeff@ballisticfabrication.com # of DL’s: 3 Troubleshooting Steps: Peter from T1 transferred the call Case 14156186 Customer wants to assign 1 handset per extension using same base/SN Having issue registering 2 handsets Jeff Bullock - Ext. 101 Phone number: (520) 860-4022 SN/MAC: 805E0C53453A Make and Model: Yealink W60P Duplicate: None Activated Extension: Yes IP: 192.168.0.27 Brian Turner - Ext. 102 Phone number: (520) 526-9912 SN/MAC: 805E0C53453A Make and Model: Yealink W60P Duplicate: None Activated Extension: Yes IP: 192.168.0.27 Reina Zaborsky - Ext. 103 Phone number: (520) 867-4277 SN/MAC: 805E0C53453A Make and Model: Yealink W60P Duplicate: None Activated Extension:Yes IP: 192.168.0.27 Reso: Checked IP Address: 192.168.0.27 Offered remote support , disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Accessed GUI, admin/ admn801346142031pwd Registered 2 handsets via WEB UI Handsets are upgrading after registration, set expectations that it will take couple of mins Customer understood Set expectations that we will reset the phone after and have the phone manually provisioned Set expectations that other features will not work with manual provisioning. advised customer that it will mainly work for incoming and outgoing calls Customer is okay with it and agreed to proceed Did factory reset Manually provisioned the phone Assigned Handset 1 to Jeff Bullock - Ext. 101 Assigned Handset 2 to Brian Turner - Ext. 102 Assigned Handset 3 to Reina Zaborsky - Ext. 103 Let customer place test call Outgoing call and Incoming call working All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14158773 Contact ID: 193853520105 RC Number: 19072065002 Caller's Name: Laura Account Verification: Y UID: 1691010013 Callback Number: 9073857361 Email: Laura.medphysicals@gmail.com # of DL’s: 11 Troubleshooting Steps: Unable to connect the phone to WiFi Laura Hale - Ext. 113 Phone number: (907) 206-5002 SN/MAC: 48256709E685 Make and Model: Polycom VVX 350 Business IP Phone Duplicate: None Activated Extension: Yes Reso: Set expectations that the phone doesn't have wifi built in feature but she can use USB Dongle /WiFi Adapter to connect it to wifi As per this link |https://support.8x8.com/equipment-devices/phones/polycom/polycom-vvx-phones-how-to-enable-wifi Polycom VVX phones running UC 5.8 Firmware with OBiWiFi5G USB dongle Advised customer that she can use OBiWiFi5G USB dongle Customer said that she will purchase one Provided reference link via email No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: N =========================================================================================== GHOST CALL CASE 14158965 =========================================================================================== Contact ID: 193853569264 RC Number: 193853569264 Caller's Name: Jeff Account Verification: Y UID: 62357265008 Callback Number: 3602545717 Email: jeff@ballyhooink.com # of DL’s: 2 Troubleshooting Steps: Following up about Integration, advise customer to send email to developers@ringcentral.com Customer is asking if we can change the location of the number, (360) 210-7460 Change location for Richfield, WA - 3602107460 Reso: Location for (360) 210-7460 changed from Camas, WA to Richfield, WA. CNAM was already set to BALLYHOO Set expectations about Caller ID/Outbound CNAM -Toll-free numbers are not supported. When the Outbound Caller ID is set to a Toll-Free number, only the number will display. -CNAM support for mobile numbers depends on the mobile carrier. If the receiving party is a mobile number whose carrier does not support CNAM. only the number will be displayed. -When the Outbound Caller ID is set to Blocked, the call recipient will see UNKNOWN or ANONYMOUS as the Caller ID/Caller Name. Customer understood Walk him thru on admin portal on how to reset his PIN Advised customer to restart his phone first before trying it on his deskphone All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: N =========================================================================================== Contact ID: 193853872359 RC Number: 7577078992 Caller's Name: Bobby Account Verification: Ext 102-Super Admin UID: 62344544008 Callback Number: 7579477157 Email: bobby.williams@markesman.com # of DL’s: 7 Troubleshooting Steps: Trying to reset the admin password for polycoms Ext 102 Phone number: (757) 903-0089 SN/MAC: 0004F2712C9B Make and Model: Polycom VVX 400 Duplicate: None Activated Extension: Yes Ext 102 Phone number: (757) 707-8679 SN/MAC: 0004F2712C9B Make and Model: Polycom VVX 400 Duplicate: None Activated Extension: Yes Reso: Customer said that they have John set up the admin password and they no longer remember what is it He factory reset the phones and reprovisioned them but once they provision it , it goes back to a password that they think John set up before Checked all phones, not locked with RC Advised customer to try 789 as admin pw, and it worked on all of the phones Customer said that they want to set CNAM of their company number Explained the process | https://support.ringcentral.com/article/Editing-Company-Caller-ID-CNAM.html Customer understood and will do it then from admin portal Customer also wish to monitor HR Line and ring his phone when someone is calling HR line Walk him thru on admin portal to set up Presence for Ext 102, added Ext 107 on 3rd line Enabled "Ring my phone when any user I am monitoring rings" Enabled "Enable me to pick up a monitored line on hold" Checked Extension 107, presence was already enabled Called 7579477157| Contact ID: 193853904810, to test presence for both Ext 102 and Ext 107 | Call was rejected Tried calling 7579477157 | Contact ID: 193853905442 Able to speak with Bobbie, confirmed that its not showing on his phone yet Tried to reconfigure the presence for Ext 102 , phone rebooted, still wont show Confirmed that customer also wish to make outgoing call from HR Line (757) 707-8679) Set expectations that we will need to manually provision his phone to be able to set it up that way Set expectations that some features will no longer work with manual provisioning Offered remote support , disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Accessed GUI, admin/756 Manually provisioned the phone (SN: 0004F2712C9B) Line 1 : (757) 903-0089 - Bobby Williams Line 2: (757) 707-8679 - Human Resources Set 2 Lines for each Customer placed test call on both lines, all working All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== Contact ID: 193854038190 Consultation Call CASE 14162836 =========================================================================================== Contact ID: 193854055447 RC Number: 7817056365 Caller's Name: Jason Account Verification: Y UID: 3248420020 Callback Number: 61751719220 Email: prague-admin@tsp.me # of DL’s: 16 Troubleshooting Steps: Transferred the call from T1 CASE 14162953 Reso: Verified from the customer that he just want to assign the phone number (781) 705-63530) to Ext 218 to have it linked to this email: ito@praguecpalaw.com Customer don't need to have the phone assign to it as they will not use it for calls Customer don't need it set it as DL Set expectations about the charge on setting the number as Local number for Ext 218 Customer agreed to proceed Customer tried to check if they are already getting notifications for two factor authentication from that number and the user received it already via email All good Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14163347 Contact ID: 193854086783 RC Number: 8008383058 Caller's Name: Lindsey Account Verification: Y UID: 63102566028 Callback Number: (951) 472-4961 Email: info@pcofca.com # of DL’s: 4 Troubleshooting Steps: Transferred call from T1 Case 14163347 Two phones are not working Last time it worked: Yesterday CUSTOMER SERVICE 1 - Ext. 101 Phone number: (909) 313-5243 SN/MAC: 805E0C0EC048 Make and Model: Yealink T46S Gigabit Color Business Phone Duplicate: None Activated Extension: Yes IP: 192.168.137.146 Firmware: 66.81.25.9 Factory Installed SAFETY 1 - Ext. 103 Phone number: (909) 334-4952 SN/MAC: 805E0C6429E2 Make and Model: Yealink T53W Prime Business Phone Duplicate: None Activated Extension: Yes IP: 192.168.137.51 Firmware: 96.86.0.23 Factory Installed Reso: Checked IP of Ext 101: 192.168.137.146 Checked IP of Ext 103 : BLANK -Unplugged and replugged the LAN cable, getting now IP : 192.168.137.51 Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Both phones are Connected via ICS Accessed WEB UI of Ext 101, Entered provisioning string: https://yp.ringcentral.com/provisioning/yealink/T46S Accessed WEB UI of Ext 103 -Verified that the MAC assigned for Ext 103 is incorrect , correct MAC: 805E0C64476E Assigned 805E0C64476E to Ext 103 Reboot phone Phone went online Test call done by customer Incoming and outgoing working for both phones All set, no other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14145213 Contact ID: 193854152311 RC Number: 3189492854 Caller's Name: Jennifer Account Verification: AUTHORIZED CALLER UID: 901196020 Callback Number: 3187510226 Email: dcreech50@gmail.com # of DL’s: 2 Troubleshooting Steps: Customer called back , need to finish provisioning her phone Existing case: 14145213 CENTRAL MONUMENT - Ext. 102 Phone number: (318) 949-2854 Make and Model: PANASONIC KX-TGP550T04 Duplicate: None Activated Extension:Yes IP: 192.168.0.241 Firmware: Bank1: 12.90 | Bank2: 12.84 Reso: Customer said they aready have the credentials and they just want us to connect to their computer to set it up Offered remote support, disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Accessed Web UI Entered SIP Server settings Phone went online Test call done by customer Both incoming and outgoing working No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14164690 Contact ID: 193854218630 Troubleshooting Steps: Consultation from Sales Want to confirm if Yealink T57W is a supported deskphone for Shared lines =========================================================================================== Contact ID: 193854307177 RC Number: Caller's Name: Account Verification: UID: 16575292020 Callback Number: Email: # of DL’s: Troubleshooting Steps: Grace from SALES Consultation call Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== =========================================================================================== Contact ID: 193854337678 Unable to take the call being transferred Case 14166037 Lost internet connection while on call #INC-522749 Tracking Purposes - FortiClient Issue|Lost Internet Connection =========================================================================================== CASE 14155544 Contact ID: 193854351844 RC Number: 8777218989 Caller's Name: Karla Account Verification: UID: 2449415012 Callback Number: (772) 985-0116 Email: karla@placerite.com # of DL’s: 2 Troubleshooting Steps: Case 14155544 Need help to set up a phone on the account Ext 102 Phone number: (772) 264-4479 SN/MAC: CC98914EFBF2 Make and Model: Cisco 7841 Duplicate: None Activated Extension: Yes IP: 10.0.0.174 Reso: Physical connection: Wired from Router Checked IP : 10.0.0.174 Customer don't have access on their admin portal Asked if she can have someone or their admin provide her admin access to complete the provisioning of the phone Customer said that she messaged the admin however they are currently engaged on a meeting Explained what needs to be done Customer said that he will wait for the admin to be available Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: 193854401561 GHOST CALL =========================================================================================== Contact ID: 193854400469 RC Number: 16476700696 Caller's Name: Mike Account Verification: Y UID: 1724880027 Callback Number: 4164094983 Email: administrator@gryphinadvantage.com # of DL’s: 7 support@imscomputer.com Troubleshooting Steps: Customer need to set up 0015657479C2 for Ext 111 Isabelle Paquet - Ext. 111 Phone number: 14162247233 SN/MAC: 0015657479C2 Make and Model: Yealink T46G Duplicate: None Activated Extension: Yes 28.8.0.120 Factory Installed Reso: Customer is not on the same location where the phone is Customer is doing remote control on user's computer Verified that the phone was incorrectly provisioned as T46S Set expectations that we will need have it manually provisioned for unsupported phones offered remote support, unable to establish meeting thru RCM, experiencing error when initializing new meeting Established RCV: https://v.ringcentral.com/join/416892674 Walk him thru on Web UI Customer requested for the SIP server info to be sent via email Provided SIP Settings; Account 1 Line Active: Enabled Label: Isabelle Paquet Display Name: 14162247233 Register Name: 802662813026 Username: 14162247233 Password: HzQ2AD SIP Server 1 Server: sip.ringcentral.com Port : 5060 Outbound Server: Server: SIP10.ringcentral.com Port: 5090 Phone rebooted after Phone went online Let the customer place a test call Working now Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N ===========================================================================================