Untitled Note

==================================================================== Incontact ID: 430741940646 RC#: 8005429195 User ID: 1139550019 Caller Name: Max Email: maxwell@insuritive.com Callback Number: 8643800606 best time anytime after 1pm Account Verified: Y 102 Admin/User: super admin CCallback to check the status of CNAM since its already updated on our end CNAM : DARLINGTON INS CASE : 16577499 430742818055 430742815053 ====================================================================== Case 16582854 CIF case: 16582938 ANOTHER CUSTOMER PER CALLBACK Incontact ID: 430742222346 RC#: 6122931500 User ID:182865048 Caller Name: mallory Email: mallory@brendalowecpa.com Callback Number: 6122931600 Account Verified: Y - 102 Admin/User:Super Admin 16579836 Issue: customer cannot receive call to main number 6122931500 incontact ID 430742890202 leave a voicemail caller the main company number as well incontact ID 430742893110 / no asnwer leave voicemail ======================================================== Incontact ID: 430742823291 RC#: 5713679865 User ID: 209334048 Caller Name: Sharonda Email: smosley@paths.org Callback Number: 4347386420 Account Verified: N - 1602 Admin/User: Standard Issue: customer wants to reset the voicemail pin Troubleshooting: -customer don't know the password for the online account either -walk through to reset the password for the online account -walk through to reset the voicemail pin using her online account -successfully updated the pin -test/working Case # 16596151 Status : CLOSED Case 16596151 ==================================================================== Incontact ID: 430742872951 RC#: 8888551808 User ID: 2378023020 Caller Name: Shaik Email: enginemystore@gmail.com Callback Number: 9522230609 Account Verified: Y 104 Admin/User: Super Admin Issue: Customer is asking how to get the call recordings Troubleshooting: -walkthrough to the online portal -reports>call logs>advise to filter the date and the number that he wants to get the recording Case # 16596927 Status : ==================================================================== Incontact ID: 430743005720 RC#: 7804139898 User ID: 1593187005 Caller Name: David Email: david@lightform.com Callback Number: 7802450843 Account Verified: Y 2113 Admin/User: Super Admin Issue: customer said when there's someone who's dialing the number of extension 4107 which is 6473617634 it will be directed to different number, and its happening some numbers as well, customer said they have this issue before. Troubleshooting: -Total Account DL's 48 -warm transfer to higher DL 16597962 Case # 16597962 Status : warm transfer to higher DL ====================================================================== Incontact ID: 430743093084 RC#: 8778028570 User ID: 63452689 Caller Name: Alexa Email: alexa.elaison@harrisdental.intel Callback Number: 6104238104 Account Verified: N Admin/User: Issue: customer having an issue porting out Troubleshooting: -cannot provide any information to the customer since customer cannot give the answer to the security question. -customer said she will callback Case # 16598556 Status : CLOSED ==================================================================== Incontact ID: RC#: 3045683408 User ID: 652557009 Caller Name: John Email: orders@swingfit.net Callback Number: 3046167066 Account Verified: Y Admin/User: Super Admin Issue: phone provisioning to extension 101 Troubleshooting: -customer try to connect the phone via internet hired wire and not working - SN 814962203E608188 -make model - yealink T48U Account Verified Y/N: Y How many phones are affected?: 1 Error on the Display Screen: none Extension Number in Issue: 101 Serial Number of the phone: 814962203E608188 Make and Model: yealink T48U Digital Line: Case 16559394 Other Notes: Is the customer on the same location where the phone is?: Yes Internet connection working?: Yes Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: " Status : ==================================================================== Incontact ID: 430743107724 RC#:7312884640 User ID: 596187040 Caller Name: natasha Email: nalexander@bellconsultingfirm.com Callback Number: 7316167120 Account Verified: Y - 101 Admin/User: Super Admin Issue: phone system not ringing, going directly to voicemail Troubleshooting: -called the number, directed to voicemail -walk through the customer to online portal -advise that the company greeting that she have is for voicemail greetings -advise to change into default -walk through the customer how to also turn off the company greeting if she wants the call to be just directed to her -test working Case # Status : Hi Scott, Good day! This is Gab, RingCentral Technical Support. We received response from our Telco Support Team and they said that everything is provision on their end properly. We tried to use our tester account/mobile account to call you in order to replicate the issue and the line for  16577405 16624049 ====================================================================== Incontact ID: 430972801950 RC#: 3056333329 - User ID: 778773048 Caller Name: Philar Email:pilar@cor-auto.com Callback Number: 3056333329 Account Verified:N Admin/User: N Issue: Customer wants to know the port in status Troubleshooting: -customer cannot authenticate the account -customer will callback once she have the necessary information needed Case # Status : ====================================================================== Incontact ID:430972815028 RC#: 6188824439 User ID:322318040 Caller Name: Katy Email: purcellcapital2@gmail.com Callback Number: 6183674210 Account Verified: Y - 101 Admin/User: Superadmin Issue: customer received desk phone wants to reset the voicemail pin. customer wants to know more information how to use the deskphone like delete number that is on the screen Troubleshooting: 430972878097 -walk through the customer to admin portal 8AM - 2PM 2-pm 8am directed to 101 MONDAY WED THURSDAY FRIDAY -users>user with extension > ext number that she wants to change> user details>security> edit password/Pin -customer wants to know more information how to use the deskphone like delete number that is on the screen -warm transfer to provisioning team while waiting for provisioning team to answer the customer have another inquiry about call forwarding. -walk through the customer using admin portal -customer said when there's someone call their company number it should be directed to extension 105 -modify that to company call handling -customer said that the only time 105 is available is MON-WED-THUR-FRI so all of the day that shes not available the call should be directed to her extension which is 101 -created a customer rule under the company and user 105 -edit the schedule and called number Account Verified Y/N: Y How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: 805E0C5F1CCC Make and Model: yealink T57W Digital Line: delete the number on the main screen , desk phone ,make and model yealink T57W 805E0C5F1CCC Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: yealik Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: " - intercom and pager ,on the desk phone any extension Case # 16624393 Status : Mike ====================================================================== Incontact ID: 430973037581 RC#: 9185121176 User ID: 333566048 Caller Name: Christian Email: christian@packlahoma.com Callback Number: 2094996751 Account Verified: N Admin/User: Issue: Customer need to know what are the information that he need for him to port out Troubleshooting: -didn't provide any information on the account to the customer but advise some of the basic information needed to port out. Case # Status : ====================================================================== Incontact ID: 430973072050 RC#:2127571627 User ID: 603108048 Caller Name: Lisa Email:lmarchitelli@afmda.org Callback Number: 6463887512 Account Verified: Y - 2120 Admin/User: Super Admin Issue: The extension 407 is not getting the welcome email. Troubleshooting: -Total Account DL's 53 -warm transfer to higher DL https://v.ringcentral.com/join/256353011 Case # 16626743 Status : ====================================================================== Incontact ID: RC#: 7144623963 User ID: 282760030 Caller Name: Jobert Email: Callback Number: 7143982431 Account Verified: Y - 11222 Admin/User: Super Admin Issue: port in - 9515142806 Troubleshooting: -Ringcentral Case # Status : ====================================================================== Incontact ID: 430743198124 RC#: 2482096755 User ID:406033028 Caller Name: Scott Email: scott@tradewindsgroup.com Callback Number: 2482096766 Account Verified: Y 110 Admin/User: Super Admin Issue: Customer got a new phone and he cannot add the RingCentral Application on his widget. Troubleshooting: -customer old phone is pixel 6 and the RC app is added on his widget -escalated to FS , advise the customer that ringcentral widget for android phones is not available as of this time. -Educate customer to share ideas at ideas.ringcentral.com and theres a voting line 16582854 CIF case: 16582938 Case # 16600167 Status : ====================================================================== Incontact ID: 430743278730 RC#:7602184696 User ID: 589955040 Caller Name: Chris Email: 1chriskeller@gmail.com Callback Number: 8582139999 Account Verified: Y/N Admin/User: Super Admin Issue: port out Troubleshooting: -provided the needed information to port out Case # Status : Natalie Company name authorized name ====================================================================== Incontact ID: 430973162376 RC#: 8059785858 User ID: 713978020 Caller Name: Daniel Email: daniel.thom81@gmail.com Callback Number:8059785858 Account Verified: Y 101 Admin/User: Super Admin Issue: customer cannot received faxes via email, hes getting a notification about call instead of fax Troubleshooting: -checked customer rule -copy the setting of the fax number to (303) 536-1824 -test -working Case # Status : ====================================================================== Incontact ID: 430973221111 RC#: 7024756555 User ID:713978020 Caller Name: Carmea Email: carmeabass@gmail.com Callback Number: 7025336008 Account Verified: N Admin/User: N Issue: Customer wants to make a payment since her account is suspended Troubleshooting: -walk through the customer online -advise her to update the payment method first because it will not let her login -customer successfully made a payment Case # 16628077 Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : =================================================================== 431068899749 431068883181 431068808725 RC#: 9492201201 User ID: 62802995008 Caller Name: Yuka Email: yeakin@mgf5.com Callback Number: 9499810309 Account Verified: Y 1117 Admin/User: Super Admin Issue: phone provision Troubleshooting: -MAC 08000FD53466 -make and model Case # 16637591 Account Verified Y/N: Y How many phones are affected?: 5 Error on the Display Screen: no error message its just saying voice service Extension Number in Issue: 1117 , 1001 , 1115 , 1111 , 1005 Serial Number of the phone: please refer to my notes below Make and Model: mitel 6920 Digital Line: Other Notes: Is the customer on the same location where the phone is?: Y Internet connection working?: Y ext 1117 - MAC 08000FD53466 make and model : mitel 6920 ext 1001 - MAC 08000FD53907 make and model : mitel 6920 ext 1115 - MAC 08000FD53924 make and model : mitel 6920 ext 1111 - MAC 08000FD531D1 make and model : mitel 6920 ext 1005 - MAC 08000FDF7F58 make and model : mitel 6920 Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: " Status : ====================================================================== Incontact ID: 431068894610 RC#: 8669929152 User ID: 58081038 Caller Name: Spencer Email: spencer@smartish.com Callback Number: 5127866326 Account Verified: Y Admin/User: Super admin Issue: call dropping , line got disconnecting while on the call, doesnt matter if outbound or inbound, all of the numbers is affected. Troubleshooting: -call the direct number of the desk phone, still the same thing -call using incontact still the same issue -call using tester account still the same -customer called the same number and experiencing the same behavior. -call the number and put it on speaker still the same thing - customer dont have any other device to test -checked KIBANA - disconnect initiator is 2 *called #13106943288 calling# 18888984591 -session ID : 885220397008 -advised the customer to check if disconnection still happens using desktop app -advised to gather call samples Customer Name: Spencer Best callback number: 5127866326 Customer's preferred callback time (with timezone): anytime between 9am-5pm Email address: spencer@smartish.com Session Type Bad Call Login Time Logout Time Duration Caller ID Called Number Ext. RDN Server Line/AM Action PPhone/Connect Session ID Find me 10/31/2022 3:18:12 PM UTC-07:00 10/31/2022 3:18:33 PM UTC-07:00 0:21 18888984591 13106943288@sip.ringcentral.com 0 SJC01-P03-TEL04 Call succeed 885220397008 Caller 10/31/2022 3:18:12 PM UTC-07:00 10/31/2022 3:18:33 PM UTC-07:00 0:21 18888984591 13106943288 0 SJC01-P03-TEL04 546 / 0 Find/FollowMe: success, PhS: timeout, Conference (Unk) [1017900] 885220397008 Caller 10/31/2022 3:18:12 PM UTC-07:00 10/31/2022 3:18:33 PM UTC-07:00 0:21 18888984591 13106943288 SJC01-P03-TEL04 546 / 0 Find/FollowMe: success, PhS: timeout, Conference (Unk) [1017900] 885220397008 16639069 Problem: Call automatically disconnect Steps to Reproduce: Call the number that is being affected , still experiencing the issue. Customer is experiencing this Behavior: Whenever on the call line got disconnected within 10 seconds, customer can see that the time is still running however he cannot hear anything on the other line. Expected Behavior: The call should be just ongoing Additional Notes: All of the numbers that hes calling and hes receiving is experiencing the issue. Customer said that the building management made a changes last October 28, 2022 but the start date that he experienced the issue is October 26,2022. Customer is not sure with the internet provider of the building since their office is connected to the internet building but they do have their own router on the office that is connected to the internet building Type of QoS issue: Internet service provider: Alpheus Data Services, L.L.C. Network hardware information Modem make and model: Peplink Balance 20x Router make and model: customer dont have any idea what is the make and model of the main router since its building internet Switch make and model: Attached devices to the network # of hardwired computers: # of Wi-Fi devices: # of IP telephony phones: Affected devices User extension : Serial number : 805EC07C6E3D Phone model: Yealink W60P Speedtest results Pimg: per second Download speed: 439 mbps Upload speed: 548 mbps Additional information Date the issue started: October 26/2022 Were there changes on the network before this issue started? : Building made a changes on the network last October 28,2022 Call Samples: Called from: 5125597658 Called to: 8669929152 Date and Time: October 31 1:58 PM Actual Behavior: dropped calls after 10 seconds Result: dropped calls after 10 seconds Expected Behavior: the call should be just on going Session Logs: 885061853008 Called from: 7604064320 Called to: 18888984591 Date and Time: Actual Behavior: Result: Expected Behavior: Session Logs: Called from: 7604064320 Called to: 3106943288 Date and Time: 10/31/2022 3:09:27 PM UTC-07:00 Actual Behavior: line got disconnected within 10 seconds Result: line got disconnected within 10 seconds Expected Behavior: call should be just ongoing Session Logs :885209785008 ====================================================================== adv cust to try using desktop app using hardwired connection and see if the disconnection still happens if so, adv cust to gather call samples Incontact ID: 431068950908 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status :====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status : ====================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case # Status :