Untitled Note

For Hue | Unable to send and receive SMS - Resolved by Jam Case ID: 16989309 Incontact ID: 431641582004 RC#: 6475005186 User ID: 149046048 # of DLs: 2 Caller Name: Hue Nguyen Email: hue@shaffielaw.ca Callback Number: Account Verified: Y - ext 102 Admin/User: user Issue: - cannot send SMS on the RC app - affected number : 4166496506 Troubleshooting: - assist customer how to fill out the TCR Form - e-mail customer the link and sample TCR Form - FOR ORT Endorsement FOR SME / FS Case : 16989309 Issue : unable to send and receive SMS || e-mail customer the TCR form || unable to walkthru customer because she's in a hurry Reason : RC Dependencies | SMS Feature **************************************** For Mark | Unable to send and receive SMS - Resolved by Jam Case ID: 16989462 Incontact ID: 431641594801 RC#: 8478360194 User ID: 63006761008 # of DLs: 1 Caller Name: Mark Email: info@liquorcontrolsystems.com Callback Number: 7089069711 Account Verified: Y - 5 Admin/User: admin Issue: - just ported number to RC 1 (847) 8360194 - mentioned that he cannot do SMS on that number Troubleshooting: - checked the account - account is on a 30 day trial - inform customer that he cannot really do SMS if he is on a trial account - customer wants to upgrade his plan - transfer to Sales - agent's name : Alissa **************************************** For | - Assisted by Jam Case ID: 16985110 Incontact ID: 431641616313 RC#: 3363656418 User ID: 424348020 # of DLs: 180 Caller Name: Aaron Seenes Email: aseenes@carlotz.com Callback Number: 8048745376 Account Verified: Y Admin/User: admin Issue: - authorized caller - trying to establish a desk phone - they can receive phone calls but unable to do outbound calls - provide case ID : 16985110 - transfer to HDL - agent's name : Russel Troubleshooting: **************************************** For Yoh | Turn off vm - Assisted by Jam Case ID: 16990202 Incontact ID: 431641623900 RC#: 7034647030 User ID: 62287087023 # of DLs: 234 Caller Name: Yoh Email: yoh@aemcorp.com Callback Number: 7038858046 Account Verified: Y - 6060 Admin/User: admin Issue: - authorized caller - needs assistance in turning off voicemail for call group - transfer to HDL - agent's name : Jess Troubleshooting: **************************************** For Bilal | Not getting VM notification - Assisted by Jam - said he will CB Case ID: 16991331 Incontact ID: 431641660083 RC#: 7084008000 User ID: 3132385020 # of DLs: 3 Caller Name: Bilal Email: Callback Number: 7085223061 Account Verified: N - 102 Admin/User: user Issue: - mentioned that they are not getting e-mail for vm notification - needs to make sure that each user is assigned with the right e-mail Troubleshooting: - unable to assist customer cannot verify account - said he will CB **************************************** For Rodger | Unable to receive call - Resolved by Jam Case ID: 16991646 Incontact ID: 431641683003 RC#: 9109390695 User ID: 479726048 # of DLs: 5 Caller Name: Rodger Berendes Email: rberendes@firstlighthomecare.com Callback Number: 3364552265 Account Verified: Y - 102 Admin/User: super admin Issue: - one user cannot receive phone call - affected number : (910) 673-8535 - extension 105 Troubleshooting: - did test call to check if extension 102 will be able to receive the call - checked that call are being forwarded to extension 102 - add co-worker's number ext 105 on the call handling setting of extension 102 - test call - tested working - issue resolved **************************************** For Erin | Change port in transfer date- Resolved by Jam Case ID: 16992342 Incontact ID: 431641723186 RC#: 6822074034 || 682 User ID: 62893695008 # of DLs: 5 Caller Name: Erin Simpson Email: esimpson@reconpetro.com Callback Number: 6822074034 Account Verified: Y Admin/User: admin Issue: - customer is requesting to move the transfer date on a later time - because she needs to teach her employees how to use the software - but she have a flu right now and unable to do so - preferred transfer date : 28th of December - port in ticket : 16733504 Troubleshooting: - reach out to NTD to check if we can change the transfer date - spoke to Mitch - mentioned that its subject for approval - it depends also to the losing carrier if they will approve it or not - request should be initiated 48hrs prior the transfer date - once approve, customer will be able to receive an e-mail - explain to customer - no other concern **************************************** For Sarah | Activate User - Resolved by Jam Case ID: 16992907 Incontact ID: 431641750367 RC#: 5714857800 User ID: 63012942008 # of DLs: 10 Caller Name: Sarah Campbell Email: sarah.campbell@specinnovations.com Callback Number: 7038534868 Account Verified: Y - 101 Admin/User: admin Issue: - needs assistance how to activate the status of the user on the account Troubleshooting: - assist customer how to activate user on the account - no other concern - issue resolved **************************************** For Ken | Speed Dial - Assisted by Jam Case ID: 16993503 Incontact ID: 431641801892 RC#: 8152775060 User ID: 852011048 # of DLs: 34 Caller Name: Ken Email: msol-cpw@ucs-inc.net Callback Number: 8152775060 Account Verified: Y Admin/User: admin Issue: - needs assistance in setting up speed dial - transfer to higher DL - agent's name : Ronald Troubleshooting: **************************************** For Zhana | Call Queue - Resolved by Jam Case ID: 16990721 Incontact ID: 431641819527 RC#: 8444348873 User ID: 663534009 # of DLs: 5 Caller Name: Zhana Email: zhana.jane@fiture.com Callback Number: 9173068442 Account Verified: yes Admin/User: admin Issue: - trying to forward call to another extension - customer provided existing ID : 16990721 - mentioned that other members are not receiving phone calls when she is trying to forward calls thru RC app Troubleshooting: - customer requested for a meeting so that she will be able to show the error she's getting on RC app - created RC meeting - checked that when main number is dialed, there's an IVR menu and call are being forwarded to a call queue - checked that other users are not member of the call queue - assist customer how to add member on the queue - did test call - tested working - however customer wants to have the option to where she wants the call to be forwarded - call disconnected - CB customer - incid : 431641867770 - inform customer that it is not possible because they are on a call queue - give customer the option that if she accept the phone call and while on a live call she can transfer the call directly to whoever extension she wants the call to be forwarded to - on the RC app : more > transfer > extension number - customer understood - no other concern FOR INTERVENTION Case: 16990721 Any other open case/s: Yes - case ID : 16984997 || Support - T2 Test Reso: Yes CSAT spiel: No Need intervention: Yes Reason : was able to resolve the issue however customer is upset with the previous representatives who assisted her **************************************** For Lucy | Outbound Caller ID - Resolved by Jam Case ID: 16994500 Incontact ID: 431641870973 RC#: 4804269696 User ID: 275212019 # of DLs: 17 Caller Name: Lucy Breen Email: lucy@leaseaz.com Callback Number: 4808635333 Account Verified: Y - ext 787 Admin/User: user Issue: - when main number is dialed and extension 110 accept the call and then extension 110 will transfer the call to another extension, its not showing the number of the caller Troubleshooting: - assist customer how to change the outbound caller ID - users > extension 110 > outbound calls/faxes > internal calls > disable Display my extension number for internal calls > save - advised customer that the operator extension should do blind transfer or cold transfer so that the number will appear on the phone of the user that she will be transferring the call to - customer requested CB for test resolution - she wants to see it herself if the number is already showing - however she's currently using her phone to call us - end of call #ORTPhone Case : 16994500 Issue : outbound caller ID Reason : Resolution confirmation **************************************** For Alexa | Port In - Resolved by Jam UNFINISH Case ID: 16995772 Incontact ID: 431641984825 RC#: 8005766161 User ID: 63047240008 # of DLs: 1 Caller Name: Alexa Email: alexa@tprllc.us Callback Number: 2036879370 Account Verified: Y Admin/User: admin Issue: - needs assistance to port in number - customer do not know her RC phone number - number trying to port in : 8887329353 Troubleshooting: - assist customer how to submit port in ticket - said that she don't have the copy of her bill - advised customer that it will take 3 to 5 days for the TFN to be ported - customer said that she cannot sign the LOA on her computer or any device that's why she needs someone who will help her to submit a port in ticket - **************************************** For Heath | Unable send and receive SMS - Assisted by Jam Case ID: 16996068 Incontact ID: 431642005836 RC#: 4352720794 User ID: 63051897008 # of DLs: 1 Caller Name: Heath Butler Email: invoices@hrbcontractor.com Callback Number: 4356601375 Account Verified: Y - 101 Admin/User: admin Issue: - mentioned that he cannot do SMS - unable to verify account Troubleshooting: - walk thru customer to update security question and answer - checked the account - account is on a 14 day trial - inform customer that he cannot really do SMS if he is on a trial account - customer wants to upgrade his plan - transfer to Sales - agent's name : Mat **************************************** For Bill | Unable to send and receive SMS - Assisted by Jam Case ID: 16996270 Incontact ID: 431642023469 RC#: 6146120105 User ID: 3762979020 # of DLs: 49 Caller Name: Bill Warren Email: billw@salemstones.com Callback Number: 6142023820 Account Verified: Y Admin/User: admin Issue: - authorized caller - needs assistance to fill out and submit the TCR form Troubleshooting: - he don't want to complete the form **************************************** For Ngozi | How to print fax - Assisted by Jam Case ID: 16996517 Incontact ID: 431642044633 RC#: 8774092271 User ID: 2534240012 # of DLs: 0 Caller Name: Ngozi Email: ngozi@cidctulsa.com Callback Number: 9187402834 Account Verified: Y Admin/User: admin Issue: - needs assistance how to print the fax of fax logs - wants to print and view outbound faxes last June until December Troubleshooting: - assist customer how to view sent faxes on the online portal - explain to customer that for the sent faxes it will only remain 30 days in RC server before it's deleted - wants to print out the outbound fax logs - ask customer to download fax logs on the admin portal - but customer wants to have a logo of RIngCentral app included on the fax log - ask to use snipping tool and saved it but her PC doesn't have that - ask customer to just took a screenshot of the fax logs instead and just paste it on the MS word - mentioned that its the one she needs to print - end of call additional notes - wants to update the fax notification e-mail - sent test fax to (918) 615-3751 - check if Ngozi will be able to receive it to her e-mail - confirmed she received it Case: 16996517 Any other open case/s: no Test Reso: yes CSAT spiel: no Need intervention: yes Reason : Long call resolution **************************************** For Angela | Unable to send and receive SMS - Assisted by Jam Case ID: 16997331 Incontact ID: 431642145143 RC#: 8165092788 User ID: 882391048 # of DLs: 1,124 Caller Name: Angela Blystone Email: angela@theblystoneagency.com Callback Number: 8165092788 Account Verified: Y - 100 Admin/User: admin Issue: - authorized caller - unable to send and receive SMS - affected number : (816) 509-2788 - transfer to HDL - agent's name : Troubleshooting: **************************************** For James | Provisioning Paging Device - Resolved by Jam Case ID: 16997628 Incontact ID: 431642163235 RC#: 1 (818) 7097367 User ID: 245185051 # of DLs: 5 Caller Name: James Email: info@absolutemachining.net Callback Number: 8183120247 Account Verified: Y Admin/User: admin Issue: - authorized caller - just connected a paging device but they unable to use it - this page cannot be completed due to unexpected network error - affected device : Algo 8301 Troubleshooting: - ask to customer to reboot the device - on the webpage, provisioning status is not found error message - RC meeting initiated - manual provision the device - device is already showing online and registered - ask customer to reboot the device - no response on the other line - disconnected the call - CB customer - incid : 431642225862 - create new paging group - still not working - advised customer that this account is under Spectrum Business Connect with RingCentral - customer understood - connected over customer to 8003147195 **************************************** 8003147195 For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: ****************************************