Untitled Note

InContact ID: 430266770971 User ID: 192559040 Issue: -consultation call from Rovy (sales) -disable sms for the whole acct Troubleshooting: -disabled sms for the whole acct ************************************************ Caller Name: Shel RC #: Callback Number: 6026107337 ext 101 / (215) 687-7617 Verified Email: shel.cpa@gmail.com # of DLS: 2 InContact ID: 430266775605 User ID: 192559040 Case #: Account Verified: Y Issue: -disable sms feature for the whole account Troubleshooting: -cust requested a callback once sms is disabled so that the card can be updated cb #: (215) 687-7617 cb icid: 430266935586 -no answer / left vm ************************************************ Caller Name: Edward RC #: 4049210622 Callback Number: 4042618020 Verified Email: ed@castanlecca.com # of DLS: 44 InContact ID: 430266787223 User ID: 1635923020 Case #: 16968862 Account Verified: Y / ext 2253 Issue: -phone in ext 2253 is not working Troubleshooting: -resynced the phone of ext 2253 / did test call / still no audio but there is a dial tone -did screen sharing / accessed gui Access phone web configuration Get phone Ip address Set SERVER TYPE : HTTPS Server Address : pp.ringcentral.com/pp Password: Blank Boot Server: Static LINE: (404) 921-0622 ext 2253 SN: 64167F17AE5E MODEL: Polycom VVX 411 Color Gigabit Ethernet Phone IP ADD: 192.168.0.64 -did test call / still no audio / for both handset and speaker phone -did test call to (404) 921-0622 / still no audio for both inbound and outbound -adv cust that we have to replace the phone -assigned the spare phone to ext 2253: IP ADD: 192.168.0.62 SN: 64167F0E8A9A -did test call / same issue / no audio -reset phone to factory settings -reprov the phone LINE: (404) 921-0622 ext 2253 SN: 64167F17AE5E MODEL: Polycom VVX 411 Color Gigabit Ethernet Phone IP ADD: 192.168.0.64 -cust is unable to continue ts ************************************************ Caller Name: Adam RC #: Callback Number: (816) 591-4933 Verified Email: munsieadams@gmail.com # of DLS: 5 InContact ID: 430266949092 User ID: 1583644015 Case #: Account Verified: Y Issue: -xferred call from Jess (AM) -incoming caller id of for ext 6 is not showing the dialed number Troubleshooting: -the setting on ext 6 says that the the "Number seen" should be the dialed number -asked cust to logout of the RC app then log back in using the direct number of ext 6 -did test call to the direct number (816) 735-4597 / showed the phone number of the person calling -had his sister-in-law called him to his direct number (816) 735-4597 / sister-in-law phone number showed as the incoming caller id -uninstall then re-install the RC app in cust ios device -cust said that the issue is only happening in his mobile app / desktop app and deskphones show the dialed number -checked https://jira.ringcentral.com/browse/CNV-47715 -did screenshot / attached to case ************************************************ InContact ID: 430267042229 User ID: 62964770028 Case #: Account Verified: Y Issue: -consultation call from Antonio (sales) -call recording issue -cust hung up -rep tried to call the cust back / no answer cb #: (215) 687-7617 cb icid: 430267054916 -spoke with Shel -adv cust that the sms feature of the acct has been disabled -turn off auto-purchase -cust updated the card info on file ************************************************ Caller Name: David RC #: Callback Number: (617) 320-9849 Verified Email: daviddkim84@gmail.com # of DLS: 1 InContact ID: 430267062258 User ID: 62956328008 Case #: 16971857 Account Verified: Y Issue: -xferred call from Kat (Implem) -activate a Vanity number Troubleshooting: -the vanity number (855) 7446366 was just activated today while we are talking -swapped the main number (888) 9100934 to (855) 7446366 -did test call to (855) 7446366 -case closed (855) 7446366 ************************************************ Caller Name: Zac RC #: 9705167908 # of DLS: 6 InContact ID: 430267094719 User ID: 180632035 Account Verified: NO Issue: -disconnected call -no cb # gathered ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: 16955701 -for jira escal https://jira.ringcentral.com/browse/CNV-47715 16968862 -for ORT / cust unable to continue ts 16935906 -for ORT / cust will fillout tcr form ************************************************ Caller Name: Ana RC #: Callback Number: 2127960707 ext 130 Verified Email: # of DLS: 28 InContact ID: 430267186427 User ID: 62115402016 Case #: Account Verified: Y Issue: -xferred call from Anthony (expansion) -cust wants to have all deskphones to be a common area phone so that if the user is logged if in the office, the phone at home will logout Troubleshooting: -converted phone to hotdesk Cisco 8861 Gigabit Color Business Phone Gerstein Tax Service Anna Carucci (212) 758-0035 FCH253531C5 Cisco 8861 Gigabit Color Business Phone Company Michael Payan (212) 273-9504 FCH2627535T Cisco 8861 Gigabit Color Business Phone Company Keri Primack (332) 223-5568 FCH25353179 Cisco 8861 Gigabit Color Business Phone Company Salvatore Mula (332) 322-5395 FCH253531EM Hot Desk Phone - Cisco 8861 Gigabit Color Business Phone Company None FCH2418E3JF -adv cust of the the taxes and fees but there will be no additional charge on the bill -cust confirmed that the login button on the phone is available ************************************************ InContact ID: 430267260996 User ID: 255706048 Case #: Account Verified: Y Issue: -consultation call from Raul (sales) -calling credit package -checked the toll free minutes / the call logs shows less than 2 minute of toll free call -acct sms is disabled , hence, the toll free number still received sms today -adv rep to reach out to telco ops ************************************************ Caller Name: Teri RC #: Callback Number: 8015107037 Verified Email: teri.johnson@truefootage.tech # of DLS: 121 InContact ID: 430267282712 User ID: 3116706020 Case #: Account Verified: Y Issue: -xferred call Angelo (smb expansion) -phone number migration from uid 1964757027 (270) 215-5138 to uid 3116706020 (206) 573-5372 -buzzing sound during the call Troubleshooting: -rep was able to verify both accounts -changed POD of (270) 215-5138 from 7 to 5 -changed the phone number (206) 573-5372 to (270) 215-5138 -turned off Play periodic tones for outbound calls / did test call -deleted ext 108 from the uid 1964757027 -assisted cust in adding user from the unassigned ext -case closed (270) 215-5138 to (206) 573-5372 call queue ext 22 Johanna Knight (208) 563-5793 356 Ivan Marengo (208) 991-1180 355 Kelly Dowling (602) 848-2837 314 ************************************************ Caller Name: Robin RC #: 9542717905 Callback Number: Verified Email: # of DLS: 11 InContact ID: 430267317131 User ID: 181427049 Case #: Account Verified: Y Issue: -Hawksoft crm integration Troubleshooting: -app is not supported -adv cust to send email to devsupport@ringcentral.com hawk soft ************************************************ Caller Name: Karla RC #: Callback Number:(949) 777-6132 Verified Email: directprotectusa@gmail.com # of DLS: 632 InContact ID: 430267346565 User ID: 296545028 Case #: Account Verified: Y / ext 183 Issue: -ext 195 unable to send sms Troubleshooting: -there is an open ticket for the telco ops 16973822 -checked tcr: UID: 296545028 Company Name: E Mortgage Capital, Inc. -NOT LISTED -sent email to cust https://www.ringcentral.com/tcr to download and fillout the form directprotectusa@gmail.com ************************************************ Caller Name: David RC #: 877 322 7636 Callback Number: Verified Email: david@rodo.com # of DLS: 23 InContact ID: 430267372789 User ID: 62099999016 Case #: Account Verified: Y / mythical 5 Issue: -call forwarding for 877 322 7636 Troubleshooting: -has to update the card info on file -call got disconnected / unable to get the callback number of cust 37 8772635382 64 STONY BROOK RD, Branchburg NJ, 08876 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ ************************************************