Untitled Note

Caller Name: Christian RC #:3078754317 Callback Number: (704) 644-0965 / 3073627879 Verified Email: christian@sweetwater-tech.com # of DLS: 15 InContact ID: 429062155904 User ID: 299966030 Case #: Account Verified: Y Issue: -xferred call from Blanca (SMB) -garbled audio / one - way audio on ext 222 Troubleshooting: -cust said that the issue is happening in both inbound and outbound calls -user ext is not available to ts -will call cust back after 1-2 hours LINE: (307) 269-8673 ext 222 SN: 805E0C543A32 MODEL: Yealink T48S Gigabit Color Touchscreen Business Phone with 1 Expansion Module ************************************************ InContact ID: 429062171161 User ID:304966028 Case #: 16288030 Account Verified: Y Issue: -consultation call from James (smb expansion) -change phone number to 512 area code Troubleshooting: -changed the phone number of ext 204 from (949) 5352882 to (512) 549-2402 ************************************************ Caller Name: Sebastian RC #: Callback Number: (949) 350-4447 Verified Email: Sebastiang@thermalidtech.com # of DLS: 6 InContact ID: 429062163855 User ID:456330008 Case #: 16289311 Account Verified: Y Issue: -RingCentral app shows error message "lost connection to google directory" -one-way audio in ext 123 Troubleshooting: *** Check your Google directory using the connected account. Contact your Google account admin to make sure the connected account has permission to read the Google directory. *** Visit the Google directory in your browser or Global Address List in the Outlook app using the same connected account that you used to sign up with RingCentral to check if the syncing works. -cust does not have the credentials for the Google directory -adv cust to uninstall then re-install app from https://apps.ringcentral.com -sent email to cust: https://support.ringcentral.com/app/users/desktop-web/connecting-microsoft-google-company-directory-contacts-ringcentral-app-desktop-web.html -will call cust back after 1-2 hours lost connection to google directory ************************************************ Caller Name: Ashleigh RC #: 14258180009 Callback Number: (778) 897-2623 Verified Email: asmurphy@crhmedcorp.com # of DLS: 15 InContact ID: 429062219250 User ID: 1751341027 Case #: 16289609 Account Verified: Y / ext 1036 Issue: -set up voicemail greeting for 2 toll free numbers Troubleshooting: -created custom rules for the toll free numbers (888) 308-7585 and (888) 588-0473 -walked thru cust in customizing the voicemail greeting for both customized rules -did test calls -case closed (888) 308-7585 (888) 588-0473 2 toll free should go to ext 1214 (425) 818-0009 ************************************************ Caller Name: Heidi RC #: 6028999595 Callback Number: 4804148902 Verified Email: heidi@heididreamhomes.com # of DLS: 2 InContact ID: 429062197342 User ID: Case #: Account Verified: Y Issue: -xferred call from Jess (sales) -update user info Troubleshooting: -deleted ext 102 then recreated ext 102 ************************************************ Caller Name: Molly RC #: Callback Number: 4123471731 Verified Email: molly@shareklaw.com # of DLS: 4 InContact ID: 429062253318 User ID: 516513048 Case #: 16289927 Account Verified: Y Issue: -xferred call from Jeia (sales) -call forwarding to another ext Troubleshooting: -created a call queue group ext 2 -changed the call routing of phone number (412) 347-1731 to forward calls to call queue group 2 -did test call -case closed 16119574 On a call > cb #: (307) 362-7879 cb icid: 429062291149 -spoke with Christian -cust said he has not been able to talk to the user -cust will call to re-provision the phone in ext 222 ************************************************ Caller Name: Johana RC #: 3053727474 Callback Number: (305) 490 9775 Verified Email: jlleo@careyrodriguez.com # of DLS: 32 InContact ID: 429062293328 User ID: 379601029 Case #: Account Verified: Y / ext 5522 Issue: -ext 5488 is unable to call Madrid / Spain Troubleshooting: -checked session logs CALLED #: 915236765 CALLING #: 13053727474 TIME/ DATE: 9/15/2022 10:46:31 AM UTC-07:00 RESULTS: Country/destination disabled (12). SESSION LOGS: 1169547296028 -cust filled out the whitelist agreement form (attached to this case) -escalated to fraud central / south america ************************************************ Caller Name: Jen RC #: 8886699558 Callback Number: 916 68 2466 Verified Email: infobionwater@gmail.com # of DLS: 2 InContact ID: 429062312382 User ID: 1720289027 Case #: 16291125 Account Verified: Y Issue: -phone number (888) 669-9558 is unable to send mms Troubleshooting: -explained that toll free numbers do not support mms feature ************************************************ Caller Name: Whitney Callback Number: (713) 204-5021 InContact ID: 429062328370 Issue: -port in inquiry -HIPAA settings -Create Account Troubleshooting: -adv caller that we can portin numbers -can enable the hipaa settings in the RC acct -xferred call to sales ************************************************ Caller Name: Ronald RC #: Callback Number: (727) 372-0497 Verified Email: ron@npwatersystems.com # of DLS: 1 InContact ID: 429062408638 User ID: 552955040 Case #: 16291137 Account Verified: Y Issue: -portout pin Troubleshooting: -adv cust that we do not have portout pin -he can provide 0000 if spectrum insists to have one ************************************************ Caller Name: Susan InContact ID: 429062391333 Issue: -phone number inquiry for (844) 441-0123 -no acct associated with RingCentral ************************************************ Caller Name: Zoe RC #: Callback Number: (609) 498-6082 / 5167288593 Verified Email: # of DLS: 209 InContact ID: 429062417648 User ID: 196442019 Case #: Account Verified: Y Issue: -call forwarding -tried to call the cust back to 2 other phone numbers but the reception is really bad -ghost spiel -disconnected the call ************************************************ Caller Name: Ahrar RC #: 18006739720 Callback Number: (480) 716-4178 Verified Email: ahrar@sparrownow.com # of DLS: 117 InContact ID: 429062439478 User ID: 409281026 Case #: 16292334 Account Verified: Y / ext 258 Issue: -enable sms feature for toll free number (800) 673-9720 Troubleshooting: -created telco ops case 16292358 to enable sms feature of (800) 673-9720 (800) 673-9720 ************************************************ Caller Name: Ricky RC #: 3128015771 Callback Number: 3128015771 ext 101 Verified Email: dispatch@denalifreight.com # of DLS: 7 InContact ID: 429062449412 User ID: 1753339027 Case #: 16292402 Account Verified: Y Issue: -phone shows "Mario" instead of "Nick" Troubleshooting: -assigned the phone from ext 102 to ext 104 -did test call -case closed cb #: (949) 350-4447 cb icid: 429062467054 -no answer / left vm ************************************************ Caller Name: Nicole RC #: 3126689733 Callback Number: (630) 364-9163 Verified Email: bestchoiceinv@gmail.com # of DLS: 1 InContact ID: 429062448806 User ID: 587036048 Case #: Account Verified: Y Issue: -update email address Troubleshooting: -updated email add from johnbrown@jrbconstructioncorp.com to bestchoiceinv@gmail.com ************************************************ Caller Name: Kris RC #: Callback Number: 888 668 9071 ext 100 Verified Email: kris@mylawfirm.lawyer # of DLS: 5 InContact ID: 429062489769 User ID: 636515048 Case #: Account Verified: Y Issue: -xferred call from Ash (expansion) -call forwarding -add user ext -create ivr menu Troubleshooting: -added and activated ext 300 -created call queue group ext 1 and ext 2 -created ivr menu ext 1001 -changed single level ivr to multi level ivr -set up the after hours call routing -submitted portin request for a toll free number (888) 668-9071 thru admin portal (order # 6518049) ************************************************ Caller Name: Manny RC #: Callback Number: (909) 693-5094 Verified Email: manny@alacoladder.com # of DLS: 17 InContact ID: 429062540375 User ID: 1627368020 Case #: 16293140 Account Verified: Y Issue: -xferred call from Evangeline (sales) -dropped calls on ext 108, ext 117, ext 118, ext 104 -no audio -need to get more info especially for the network details -cust confirmed that the timer is still running but there was silence then the calls drops -adv cust to fill out info so that we can escalate to QOS ************************************************ 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: ************************************************ 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: ************************************************