Untitled Note

Caller Name: kelly RC #: Callback Number: 7245914725 Verified Email: kellygordon@allfamilywalkin.com # of DLS: 1 InContact ID: 431621779392 User ID: 62940889008 Case #: 16742306 Account Verified: Y Issue: -xferred call from Paula (sales) -call forwarding Troubleshooting: -cust is forwarding the calls from spectrum # (352) 600-8822 to RingCentral IVR menu -cust said that she has motorola phone in the frontdesk with phone # (352) 600-8822 which calls a re being forwarded to RingCentral's ivr menu -cust said she has 3 numbers with spectrum / one of them is a rollover line -adv cust to contact spectrum to check if they can create an advanced rule for (352) 600-8822 to forward calls from the rollover line to the deskphone of (352) 600-8822 -cust agreed and will contact spectrum (724) 591-4725 (352) 600-8822 16742306 ************************************************ Caller Name: Derek RC #: 2144471796 Callback Number: (817) 538-7569 Verified Email: derek@efscrypto.com # of DLS: 1 InContact ID: 431621805958 User ID: 667600048 Case #: Account Verified: Y Issue: -unable to send sms Troubleshooting: -cust is trying to send bitly link -explained the sms content policy - ************************************************ Caller Name: taylor RC #: 8333323279 Callback Number: (682) 438-0055 Verified Email: taylor@bearx.com # of DLS: 6 InContact ID: 431621848142 User ID: 2285525015 Case #: Account Verified: Y Issue: -users that were recently migrated to this acct are not getting calls Troubleshooting: -sent email to ext 90, ext 901, ext 20 and ext 84 -case closed ************************************************ Caller Name: Kimberly RC #: 6203272205 Callback Number: 6203270308 Verified Email: kimberly@ag1source.com # of DLS: 22 InContact ID: 431621899320 User ID: 139392034 Case #: Account Verified: Y Issue: -ext 309 is unable to transfer calls using desktop app through HUD Troubleshooting: -called ext 309 / spoke with Taylor / trying to do a test transfer through dial pad -cust pressed the "More" option but when she gets back to me, she cannot hear me but I can hear her -cust said that they already uninstalled then re-installed the app -Did SCREEN SHARING / ACCESS rc APP SETTINGS / default phone app for calling -did test calls without headset / the transfer was successful -advised cust to contact plantronics (620) 327-0309 ************************************************ Caller Name: Britanny RC #: Callback Number: 2483301108 Verified Email: brittany.briggs@thehelperbees.com # of DLS: 121 InContact ID: 431621969057 User ID: 3442696020 Case #: Account Verified: Y Issue: -xferred call from Algin (sales) -salesforce registers the outbound calls logs but not the inbound call logs to call queue groups ext 55 and ext 2025 -the data analytics in RingCentral is showing the all calls but not in the salesforce analytics report Troubleshooting: --xferred call to contact Center ************************************************ Caller Name: kelly RC #: Callback Number: 3137378232 Verified Email: contact@fortifiedcr.com # of DLS: 3 InContact ID: 431622012145 User ID: 62886364008 Case #: 16744770 Account Verified: Y Issue: -xferred call from Joy (sales) -phones are not working -rejected portin request Troubleshooting: -cust is claiming that someone from RingCentral told her to disconnect the phone number (734) 371-0711 with Comcast -cust cannot remember the exact date that she received the call from RC rep but she said she was certain that it was a guy -cust disconnected the phone number with Comcast and now we cant port the number in to RingCentral -explained that we cannot portin a number that is already disconnected -cust said she called comcast to reactivate the number but she is being asked to pay $900 to reactivate the number -cust not willing to pay $900 -endorsed to sup 7343710711 ************************************************ Caller Name: ernie RC #: 6503697770 Callback Number: (650) 248 9530 Verified Email: ernie@foxvenues.com # of DLS: InContact ID: 431622085370 User ID: 189578035 Case #: 16745026 Account Verified: Y Issue: -add mvp license for a new user with promo ************************************************ Caller Name: Marlene RC #: Callback Number: 6467808474 Verified Email: mtoledoesq@gmail.com # of DLS: 1 InContact ID: 431622100503 User ID: 1772145020 Case #: Account Verified: Y Issue: -xferred call from Gie (sales) -failed sms Troubleshooting: -explained the sms allottment has been exhausted -card on file has to be updated -updated card on file / sms worked again -explained sms packages -cust is considering in upgrading plan or getting sms package ************************************************ InContact ID: 431622123132 User ID: 62967544028 Issue: -consultation call from Raul (sales) -cheapest phone with wifi connection -adv rep of the w series of the yealink phone except cordless phone ************************************************ Caller Name: Robert RC #: (206) 384-0220 Callback Number: Verified Email: rmclements@yahoo.com # of DLS: 1 InContact ID: 431622220374 User ID: 789113048 Case #: Account Verified: Y Issue: -xferred call from Cedric (cert) -uninstall RingCentral app Troubleshooting: -did test call to the direct number (206) 895-1452 ext 101 / nothing rang -confirmed the app has been uninstalled -case closed ************************************************ Caller Name: George RC #: Callback Number: (754) 422-0803 Verified Email: George@bdcunited.com # of DLS: 58 InContact ID: 431622241141 User ID: 63096770028 Case #: Account Verified: Y Issue: -xferred call from Steven (sales) -when ext 193 turning off the "accept queue calls" then turning it on again before doing outbound call -when the user ext 193 is placing an outbound call through her dial pad, her status to "accept queue calls" is automatically turning off Troubleshooting: -cust said that she experienced the issue yesterday -cust updated her phone version yesterday after experiencing the issue -updated the emergency response location to 2525 46TH RD, VERO BEACH, FL 32966 -did test call / same behavior -replicated the issue in the web browser (got an approval from the cust) / the "accept queue calls" is not changing even if i open the dial pad -asked cust for a screenshot and screen recording (ATTACHED is the screen recording) android ************************************************ Caller Name: Joseph RC #: 13105585500 Callback Number: (310) 428-5031 Verified Email: chardin@pickettdesigns.com # of DLS: 11 InContact ID: 431622343373 User ID: 882971048 Case #: Account Verified: Y Issue: -re-implementations training with all users ************************************************ Caller Name: Elvia RC #: 4807166267 Callback Number: 5203057798 Verified Email: elvia@merakilendingbusinessconsulting.com # of DLS: 2 InContact ID: 431622370325 User ID: 645855009 Case #: Account Verified: Y Issue: -*82 for call barging is not working Troubleshooting: -created a call monitoring group -added ext 102 in ext 101's presence -ext 102 is not available to do a test call or test barging info@merakilendingbusinessconsulting.com Amarilys@2030 ************************************************ Caller Name: Teresa RC #: 2056632611 Callback Number: 2053179005 Verified Email: trubio@sprayequipment.com # of DLS: 2 InContact ID: 431622380425 User ID: 1727404015 Case #: Account Verified: Y Issue: -add phone numbers with different area codes Troubleshooting: -adv cust that she can add phone numbers with different area codes and select that number as the outbound caller id number in calling out using the RingCentral app -assisted cust in adding local phone number through admin portal -case closed ************************************************ Caller Name: Jeff RC #: 7806655350 Callback Number:(780) 446-4752 Verified Email:jeff.roth@industrialnetworks.ca InContact ID: 431622429120 User ID: 373833048 Case #: Account Verified: Y Issue: -phone provisioning to ext 106 Troubleshooting: -deleted the SN from the UID 1157402024 (verified by the cust) -cust then added back the phone to ext 106 LINE: (825) 401-5320 ext 106 SN: 64167F7A6F4C MODEL: Poly CCX 600 Business Media Phone -manually rebooted the phone -case closed ************************************************ Caller Name: Ryan RC #: 2143156392 Callback Number: (945) 257-9026 Verified Email: rayan@sginccpa.com # of DLS: 44 InContact ID: 431622456840 User ID: 275255048 Case #: Account Verified: Y Issue: -ATA provisioning to (214) 723-7553 ext 1111 Troubleshooting: -connected ata thru ics / not successful -did screen sharing -assisted cust in purchasing new polycom ata LINE: (214) 723-7553 ext 111 IP ADD: 10.13.0.21 ************************************************ 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: ************************************************ 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: ************************************************