Untitled Note

October 4, Tuesday 1.) 16424758 CASE NUMBER - 16424758 Issue: For Adriana_Not Receiving Calls_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 429848763171 Date and Time: 10/4/2022 7:42:45 AM Reason for Call: Incontact ID: 429848763171 RC#: 8006136844 User ID: 68468652 Caller Name: Adriana Gomez Email: adriana@globaltrustrealty.com Callback Number: 7867970037 Account Verified: y sq Total # of DL's: 1 Company Name: Global Trust Realty Sign Up Date: 12/11/2011 Troubleshooting: Adriana called in saying that she has issues with phone number 7862311200 -cust said that ext 2 Gisella Sotto is not receiving calls - call got disconnected - did call cust back at phone number 7867970037- Active ContactID: 429848812149 -was able to speak with cust Adriana - continue with ts -did make a test call to phone number - 7862311200 via glip - reached vm -cust requested to forward calls from 7862311200 to her mobile number - 7867970037 -cust said that the number will ring and is getting a busy signal -created user - ext 124 - did make a test call via glip to phone number - 7862311200 - Adriana received the call -did call cust back at phone number 7867970327 - Active ContactID: 429848926593 -cust confirmed that it is working now because her husband did make a test call -walk through cust in setting a user greeting -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Gisella Soto, Ext. 2 7867970037 || 7867970327 - moms number (954) 701-2884 - ************************************************* 2.) 16427333 CASE NUMBER - 16427333 Issue: For Michael _Unable to Log In_Assisted By Mira Contact ID: 429849033480 Campaign Name: Unknown RCUSerID: Incontact ID: 429849033480 RC#: 6472557210 User ID: 638648009 Caller Name: MICHAEL SEBASTIAO Email: michaelsebastiao43@gmail.com Callback Number: (647) 255-7754 Account Verified: y sq - admin Total # of DL's: 2 Company Name: Skylight Cleaning Services Sign Up Date: 09/30/2022 Troubleshooting: Melissa from Sales transferred the call - was able to speak with Michael -walk through cust in resetting his password -use his direct number to log in (647) 255-7754- reset password -cust said that he was able to log in now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Melissa from sales michael having issues in logging in Security Question: What is your pet's name? Answer:nikita ************************************************************** 3.) 16427625 CASE NUMBER - 16427625 Issue: For Alexandra_Port In Submission_Assisted By Mira Campaign Name: LNP Requests Direct Contact ID: 429849050759 Date and Time: 10/4/2022 11:12:51 AM Reason for Call: Incontact ID: 429849050759 RC#: 2059745960 User ID: 258868048 Caller Name: Alexandra Email: turalra@aol.com Callback Number: 7743656617 Account Verified: y sq Total # of DL's: 5 Company Name: Tural Pediatrics Sign Up Date: 01/29/2022 Troubleshooting: Alexandra called in saying that she needs to transfer numbers from comcast to rc -walk through cust in porting in numbers -was able to speak with Dr Tural - informed cust call waiting is not available in rc -cust said that they can live without call waiting -cust said that she will transfer one number only -completed the submission - Transfer Order: 32130048 || Requested Transfer Date: 10/11/2022 -refer to ntd.helpdesk@ringcentral.com for ff up -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: port in - 5086748348 - comcast - ntd.helpdesk@ringcentral.com ************************************************************************* 4.) 16427942 CASE NUMBER - 16427942 Issue: For Derek_Provisioning_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 429849059203 Date and Time: 10/4/2022 11:43:01 AM Reason for Call: None Incontact ID: 429849059203 RC#: 4155084189 User ID: 545885017 Caller Name: Derek Jensen Email: djensen@epiqcg.com Callback Number: 4155084189 Account Verified: y sq ext 155 - admin Total # of DL's: 57 Company Name: EPIQ Capital Group, LLC Sign Up Date: 04/09/2018 Make and Model: Polycom VVX 411 SN: 64167F5ECFDA DL: (469) 868-2364 ext 174 - Dallas main Troubleshooting: Derek called in saying that he needs assistance setting up the desk phone from another office -walk through cust on how to create a user ext with dl -walk through cust with e911 address update -reboot the phone -phone is online in admin portal -cust make a test call - both incoming and outgoing calls are working -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel - satisfied Notes: desk phone - user remove - dallas main number 3131 MCKINNEY AVE, STE 850, DALLAS, TX, 75204, United States ****************************************************************** 5.) 16428421 CASE NUMBER - 16428421 Issue: For Joel_Desk Phone going straight to speaker_Assisted By Mira Campaign Name: RingCentral Main Customer Service Case Number: 10506277 Extension: Contact ID: 429849148663 Date and Time: 10/4/2022 12:25:56 PM Reason for Call: Incontact ID: 429849148663 RC#: 8043251757 User ID: 65930890 Caller Name: Joel Stafford Email: jstafford@averhealth.com Callback Number: 8043251757 Account Verified: y sq ext 439 Total # of DL's: 394 Company Name: Avertestc Sign Up Date: 05/01/2011 Serial Number: CCQ224105II Troubleshooting: Joel called in saying that he has issues with desk phone at ext 458 -cust said that when someone calls in - press answer the call is directly going to speaker -cust said that there is a part of the phone that is broken - square piece that connects to the -informed cust that phone is already out of warranty -advised cust to replace the phone -cust said that he will order a phone in the admin portal -no other issue raised during the call -asked permission to close the case cust agreed Notes: user goingto speaker - 3way call - 458 (480) 553-9371 ext 458 || Serial Number: CCQ224105II Provisioning Counter: 18022 || Yes || shaniah **OUTBOUND CALL** CASE NUMBER - 16397090 RC#: 7137666930 User ID: 1811700027 Caller Name: Alan Matos Email: alan@onroadtransport.com Callback Number: 3469544069 Account Verified: y sq ext 103 - admin Total # of DL's: 13 Company Name: Onroad Transport and Logistics LLC Sign Up Date: 10/23/2020 -did call cust back at phone number 3469544069 || Active ContactID: 429849228318 -cust is not available, reached vm, left vm ********************************************************* 6.) 16273904 CASE NUMBER - 16273904 Issue: For Tyler_PCC Charge_Assisted By Mira Authorized Caller - Barry Isett