Untitled Note

02/22 CASE #: Incontact ID: 460086213172 User ID: RC #: 7634885612 # of DLS: Caller Name: Johnny Callback Number: (763) 257-9193 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Billing Phone Number -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Advised to check on billing history and look for phone number -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called 8052850101- 460086226573 -- (888) 223-4604-- Got per mission to add this TFN CASE #: 17612959 Incontact ID: 460086228163 User ID: 473835048 RC #: # of DLS: 18 Caller Name: Derek Callback Number: (509) 533-5209 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Calling about open case -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Coordinated with case owner for update -- Screen sharing agreed -- Gave instructions for web recovery mode- -- Downloaded the st file for 6940 phone- sent to customer via email and advised to download it to upgrade software -- Customer is unable to receive the email with the file- gave link for customer access -- Customer uploaded the ST file -- Got an error message still-- Customer disconnected the call Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17633080 Incontact ID: 460086270595 User ID: 63135443008 RC #: 8337172440 # of DLS: Caller Name: Roy Callback Number: (843) 900-2882- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Mailbox full error message -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify --Advised to change SQA-- Auth -- Did a test call- error mailbox is full -- Advised customer that TF minutes are consumed -- Need to update card information -- Consulted FS- bypassing address validation -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 4036902117889482- 073 Roy Kaplan UID: 63135443008 17633080 236 Eltingville Blvd Staten Island New York 10312- 17626722 CASE #: Incontact ID: 460086334900 User ID: 326279020 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 460086334900- -- Calling about open case 17626722- -- Enabled custom rule on Ext 2- Test Call -- Disabled the custom rule- Forward All calls to 9138900117 -_ Customer is unable to call 8885108226 Mississauga CASE #: 17634156 Incontact ID: 460086377637 User ID: 503183024 RC #: 5192519415 # of DLS: Caller Name: Lisa Callback Number: (519) 551-9827- Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Add a number -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Assisted customer in adding a number - auto receptionist on the account -- Customer added a number- (519) 259-1407 -- Test Call- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17634761 Incontact ID:460086434459 User ID: 63096683008 RC #: (518) 523-2587 # of DLS: Caller Name: Darko Callback Number: 2064220095 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Mike from Implex -- Calls are not coming -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Explained the users on the account -- Suggested screen sharing- agreed -- Assisted customer in activating an extension -- Customer not on location- Will have someone callback -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- Called 3135020778; 460086468088 -- Advised to finish- campaign part of TCR -- Customer is not at home CASE #: 17635051 Incontact ID: User ID: 346858029 RC #: 5037659479 # of DLS: Caller Name: Nick Callback Number:5037668856 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Provisioning -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to check an IP address: 10.1.10.22- -- Ext 1016- (971) 206-4862-- is the extension in issue -- Phone is offline- from service web -_ customer rebooted the phone -- Screen sharing agreed-Customer is using ICS -- Verify cable connection-- 10.1.10.2 -- Factory reset phone- 10.1.10.134 -- Went online-- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17635899 Incontact ID: 460086517775 User ID: 664685009 RC #: 2166960808 # of DLS: 6 Caller Name: Ernest Callback Number: 2163748505 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Fax line- not working -- -- Provided Estimated Timeframe: Y Troubleshooting: -- (888) 502-9720- fax number in issue -- Advised customer that fax coming from number did not reach RC server - He is able to send fax to number involved 2164759969 -- Advised issue is on the sender's end -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 2164759969| 8669556685 CASE #: Incontact ID: 460217532792 User ID: 63128580028 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 #:17636041 Incontact ID: 460086522778 User ID: 408526040 RC #: (205) 974-1708 # of DLS: 2 Caller Name: Ms. Debbie Singh Callback Number: 3212319120 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Issues with Call Routing- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal-- all numbers -- 888) 599-4554-- call routing goes to Company greeting -- Call goes to VM as per customer -- Custom rule is OK as per customer -- Test Call for routing-- her assistant answered -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 9166384821-- 9164414821-- CASE #: 17636375 Incontact ID: 460217550287 User ID: 1093429011 RC #: 747) 800-6456 # of DLS: Caller Name: Summer Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Summer from Sales -- Will process porting for the customer Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided agent on how to process the porting order -- Order Number: 268688011 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17639448 Incontact ID: 460217649013 User ID: 353309028 RC #: 9516772593 # of DLS: Caller Name: Mike Callback Number: (760) 272-9420- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call forwarding Issue -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify acct -- Advised to log in as super admin on the web portal -- 7028502476- Number involved -- M T W- 11am - 3pM-_ Created a custom rule for Ext 107 -- Test Call Successful- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 460217690862 User ID: 716599048 RC #: 3132722300| (313) 636-2401 # of DLS: 5 Caller Name: Mr Hall Callback Number: 3132722300- Ext 105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Closed IVR- Configuration -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on IVR- 1002- Checked after hours -- Closed the company hours - Test Calls-Key in Ext 104 -- Extension Rang and routed to VM -- Added 3139179003- created a custom rule -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 1- Self storage 2 Glen- 3 hours 31339179003 460217713040- disconnected Call CASE #: Incontact ID: 460217713040 User ID: 673219009 RC #: # of DLS: 5 Caller Name: Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17640327 Incontact ID: 460217712883 User ID: 62845560008 RC #: 9035613211 # of DLS: Caller Name: Bron Callback Number: 8173608549- Ext 8889 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone Provisioning -- Call routing Provided Estimated Timeframe: Y Troubleshooting: -- Ext 208- (254) 269-3227- Extension involved -- Check cabling- Verify MAC-- 805E0CE5ABAC- -- Advised to pair the handset- Retrieving IP error -- Rebooted Base- able to get an IP: 192.168.0.207-- -- Suggested screen sharing- agreed -- Access GUI- Updated server URL -- Went online-- Test Call Successful -- Checked call queues- Company call handling -- Call center- Busy-- front desk-- outside- -- Created an Extension for Call Group- -- Will Test it during after hours -- Endorse to ORT- incomplete TS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 0390E98750 CASE #:17640275 Incontact ID: 460217791209 User ID: 238278040 RC #: 3148000487 # of DLS: 2 Caller Name: Chassidy Callback Number: 314) 229-6241 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone Provisioning -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 703- (314) 628-0217--IP: 192.168.1.48| Ext 705 --(314) 887-4114- -- Check IP: 192.168.1.198-- Ext 705 -- Advised to do screen sharing-- agreed -- Accessed GUI- Factory Reset Phone-- Phone Ext 703 Went online -- Consulted FS with regards to Ext 705 status- Able to change phone on Ext 705 and assign MAC: 805E0C1C2710 -- Factory Reset Phone-- UPdated Server -- Went online- Test Call Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 805E0C1C2710 CASE #:17641546 Incontact ID:460217846142 User ID: 62943028028 RC #:(316) 260-6400 # of DLS: Caller Name: Barry Callback Number: 3169906475 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Changes on Call Queues -- Call routing -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked call handling- Goes to IVR -- Wants to re-record the prompt-- Guided customer to prompts library -- Guided customer in creating an Announcement Only Extension -- Guided customer in configuring Key Presses -- Customer customized call queue greeting an VM prompt -- EOC 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 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