Untitled Note

08/29 CASE #: Incontact ID: User ID: 182385028 RC #: 5139144513 # of DLS: Caller Name: Jim Callback Number: 5134323864/Ext 4108 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Wants to speak with Gretchen- -- Set up meeting, not making him a host Provided Estimated Timeframe: Y Troubleshooting: -- customer is frustrated, wants to set up conference ---Screen sharing agreed-- show how to set up conference calling -- Guided customer in creating conference via web portal -- Customer agreed with the process recommended -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 428294806080 User ID: 657354048 RC #: 5612375654 # of DLS: 525 Caller Name: Marisol Callback Number: 5614349311/ Ext 1336 Verified Email: Y--ccigrocks@gmail.com Account Verified: Y-no Admin/User: Y Issue: -- Multiple phone line in office- -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer is unable to verify acct-- Does not know any log ins or password ---Called the super admin @ (561) 307-6557, unable to reach super admin GM --- Advised to log in to the web portal- --- Advised to let super admin call us-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16141664 Incontact ID:428294855904 User ID:316165027 RC #: 6143694833 # of DLS: 564 Caller Name: Mike Callback Number: (443) 451-3490/ Ext 99 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- CNAM update- -- Ext 250- -- 16125256-- Needs an update Provided Estimated Timeframe: Y Troubleshooting: --- Check CNAM in AI-Ext 250 is involved --- Will create a CNAM request == 9377418010- NFM LENDING- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16141937 Incontact ID:428294872892 User ID:3097223020 RC #: 9136748003 # of DLS: 2 Caller Name: AJ Callback Number: 8167877000/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- New user, will be using app -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in changing password for Ext 104 -- Password changed successfully -- Changed settings for call recording Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16142301 Incontact ID:428294921386 User ID:2202454012 RC #: 2078781732 # of DLS: 1382 Caller Name: Syed Callback Number: 2245340862/ Ext 3873 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- IVR menu- goes to VM Provided Estimated Timeframe: Y Troubleshooting: --Check IVR routing-- ---Number is assigned to Site and goes to Ext 3299 -- Check hours- all good for both site an Ext -- Disable Call forwarding to External number -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16142980 Incontact ID:428294936349 User ID: 1670082027 RC #: 6025500422 # of DLS: Caller Name: Cindy Callback Number: 4192773195/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Called last Friday- Changed VM settings -- Wants to know where the VMs are Provided Estimated Timeframe: Y Troubleshooting: -- Check where the notifications are being sent --Checked key press 1 - Goes to Ext 110 and notif are sent to support@corporaterentals.com;matt@reblrentals.com-- 1, 2, 3 and 5- -- Checked Key press 2- Ext 2-- support@corporaterentals.com, advised customer on what the correct email is -- Check key presses 3 and 4 , changed email notif to support@corporaterentals.com -- Changed email notif-- to- matt@reblrentals.com -- Sent meeting link to bodisch48@gmail.com-- customer agreed -- Needs to upload a new prompt-- -- Collected the text and converted and uploaded it -- Test Call for the prompt- -- 4192773195-- Updated contact phone number for Ext 101 -- NO other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y If you are currently staying at Rebl rentals and you have a question or concern, please press 1 If you would like to make a reservation, press 2 For early check in and late checkout and to pay pet fee, press 3 If you are not currently staying with Rebl Rentals and this is regarding a future stay, please press 4. If you would to join the family of Rebl rental homeowners, press 5 To speak to an operator, press zero- -- CASE #: 16145469 Incontact ID:428295172095 User ID: 462285040 RC #: 9706721663 # of DLS: Caller Name: Julia Callback Number: 7192460920/ Ext 1 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Switched phone- to another location not -- Provided Estimated Timeframe: Y Troubleshooting: ----Ext 2- 9706721663 is the one involved ---- Verify cable connection- all good ---- Check IP address- Blank ip address --- Advised to call ISP. Customer understood -- ICS is not possible Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16145601 Incontact ID:428295173214 User ID:2556409020 RC #: 6155734468 # of DLS: Caller Name: Joan Callback Number: 6154234444/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Add another extension Provided Estimated Timeframe: Y Troubleshooting: --- Advised to log in to admin portal --- Guided customer in creating an extension -- Extension was successfully created -- Advised to download app -- Advised to log in- Was able to log in successfully -- Test Call- Contact ID: 428295229908-- Successful -- Added Ext 103- on call queue Ext 2 -- Test Call Successful- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called Ryan at 5303625286, Contact ID: 428295253614 -- 10.29.18.72-- Screen sharing agreed -- Conference call with firewall support -- Will have to work on it offline -- will leave case open CASE #: 16147550 Incontact ID:428295357812 User ID:62889603031 RC #: 8178862034 # of DLS: 129 Caller Name: Bob Callback Number: (817) 886-2034 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Port in number scheduled this Wednesday- -- Configure the number - to an extension Provided Estimated Timeframe: Y Troubleshooting: --- Check extension details ---(586) 755-1234 routes to Ext 3503 -- Advised to log in to admin portal -- Guided customer in creating a custom rule -- Guided customer on how to assign number to a site -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16147481 Incontact ID: 428295394358 User ID:368111028 RC #: (888) 883-1044 # of DLS: Caller Name: Andy Callback Number: 7865180605 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- VV310 Phone- Configure ICS -- Customer gave a case number- 16147481 which is about downgrade Provided Estimated Timeframe: Y Troubleshooting: - Ext 102-(561) 293-2707-- Assign 0004F2859F1E --- Advised to connect the phone to his computer --- Screen sharing suggested- customer agreed -- Set up ICS-- 192.168.137.212-- -- Assign the phone-- Assisted provisioning -- Test Call Successful 5612932707 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 08/30 CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- --- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y