Untitled Note

Incontact ID: 194855585702 RC#: 9793145368 User ID: 200139048 Caller Name: Donna Busse Email: donnabusse65@gmail.com Callback Number: 9364191654 Account Verified: Y Admin/User: Admin Issue: For Donna| Customer is not able to access the mobile app | Assisted by Ronald Troubleshooting: - Customer is fully verified - Customer mentioned that she don't have extension number - Customer is not able to access the mobile app - Customer confirmed that he is accessing her acct on the mobile app - Customer also mentioned that she already try to reset the but she got an error message need to called support - Customer also mentioned she create another acct - Customer has a duplicate acct using same email address - Access admin portal and change the customer password on the UID 200139048 - Advice customer that need to cancel one of the acct which is 199688048 - Call disconnected called back the customer - OB InContact - 194855637576 - Advice customer that I will transfer the call to the cancellation team - Warm transfer to cancellation OB Contact - 194855637576 (979) 413-5311 Welcome123! free acct - destroy inContact Contact Id: Digital Line - Inbound/Outbound Virtual Number -Inbound only (979) 314-5368 936) 955-5190 - need to destroy ************** Incontact ID: 194964128097 RC#: 3107734956 User ID: 291654030 Caller Name: Imad A Shilleh Email: Alshilleh@gmail.com Callback Number: 9515341839 Account Verified: Y Admin/User: Admin 888 898 4591 Issue: For Imad | Not able to send and receive text message| Assisted by Ronald Reported number (310) 773-4956 ext 101 Troubleshooting: - Customer is not able to send and receive text message - Customer is already logout and login but still having the issue - Advice customer that there is no reported ongoing issue - Advice customer that I will escalate the issue to re provisioned the number - Customer is not happy and want to speak to a supervisor - Customer mentioned he is losing money Additional Info: - Check AI and found out that SMS service is not enable - Check if there is any billing issue and inform customer no billing issue - Advice customer it will take for 24 hours for the issue to be resolve - Advice to wait for a callback around 2 PM - Send request to re provisioned and enable the phone number OB Contact ID: 194964326287 - Called customer and inform him that his phone number was tagged for phishing - Customer mentioned that he did not sent a shorten url - Advice customer that his SMS feature will be re enable again within 24-72 hours - Mentor sent email to fraudresponse@ringcentral.com - Customer has another inquiry about the desk phone he bought from ringcentral which is Yealink SIP T48U - Customer said that when he plugged the device it has an error message no wifi adapter found - Since this is a provisioning issue advice customer to contact the team for assistance - Number provided to the customer SIP T48U 888 8984591 Option 3 Account Verified Y/N: Y How many phones are affected?: 1 Error on the Display Screen: Extension Number in Issue: (Provide all that applies): N/A Serial Number of the phone: 814962107E605256 Make and Model: Yealink SIP T48U Digital Line: N/A 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 -Customer's internet connection is working: Y -Phone is powered ON: Yes (310) 773-4956 OB Contact ID: 195065314831/195065338538 ************************************************************ Incontact ID: 194965355550 RC#: 6694440992 User ID: 194701048 Caller Name: Adam Tracey Email: adamrathaeltracey@icloud.com Callback Number: (831) 588-9253 Account Verified: Y Admin/User: User Issue: For |Want to change the phone number | Assisted by Ronald Troubleshooting: - Customer called and want to change the outbound SMS caller ID - Assisted the customer to change the number in Admin portal - Customer also ask if there is SMS template for sending out messages - Inform the customer the feature is not yet available on the ring central app - Advice customer he can also visit the support page if he has other issue - EOC 2025592337 ----> For call forwarding issue If extension is not yet activated the question is what number is being dialed ****************************************************** Incontact ID: 195065172414 RC#: (310) 299-7624 User ID: 1992274027 Caller Name: Frank Email: support@diemtheapp.com Callback Number: 2897280700 Account Verified: Y Admin/User: Admin For Frank| Not able to send and receive SMS on 2 numbers 2129776810, 9172544442 | Assisted by Ronald Issue: - 2 number is read only - Customer want to change the company main number - Customer want to redirect all the messages to ext 103 Troubleshooting: - Check the 2 number 2129776810, 9172544442 in admin portal and found out SMS NOT SUPPORTED - Customer confirmed that the link they sent is not a shorten URL - Customer is not happy at all because it's happen all the times - Advise customer that I will escalate the issue so that we can re provision both number - Inform customer that we need to wait 24-72 hours for the back office team to complete the request - Advice customer that we will give him a callback once we received an update - Changed the main number from (310) 299-7624 to 2124414374 - SMS message customer wants extension 103 will be the recipient of all SMS Main Number changed from (310) 299-7624 to 1 (212) 441-4374 2129776810 9172544442 2124414374 - ************* Incontact ID: 195161052502 RC#: 4239332144 User ID: 568689040 Caller Name: Carmela King Email: mrelectrictn@outlook.com Sign up Date: 03/22/2021 Callback Number: 4234980061 Account Verified: Y Admin/User: Admin Issue: For Carmella King | Extension 102 email address is already in use| Assisted by Ronald Troubleshooting: - Customer called because ext 102 is not able to login on both the desktop and mobile - Customer already uninstall the app and re install it again but still the same - Customer mentioned that every time user login using the email address there's an error message "email already in use" - Check admin portal for the registered email of ext 102 and it's not the correct email address - Customer confirmed the email address and it should be tricities.csr2@mrelectric.com - Request for the freyja acct to be disable - Request completed update the email address in admin portal advice customer to login using the email address - Customer has another issue with the call queue - She don't want to be included on the call queue - Assisted the customer on how to select the correct call queue without her name included on the group - Recap what has been done on the acct - Survey spiel provided - Customer agree to closed the case customer order a phone add in the call queue business email already use Ashley Phillips (423) 207-1250 Angie Wagner (423) 635-7166 / (423) 933-2144 102 Carmella King (Super Admin) (423) 498-6541 ****** Incontact ID: 195162499526 RC #: 4039102373 UID: 309293026 Sign-Up Date: 09/28/2020 Name: Ron Wipf Callback #: 4039102373 Email: ron@handhillscabinets.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 Issue: For Ron | Setting up call forwarding| Assisted by Ronald Troubleshooting: - Customer called in and initial request of changing the email address of the super admin - Customer also want to the calls to be forwarded from the main company number to John's extension which is ext 103 - Offer customer a resolution to change the name of super admin to John's name but also inform the customer that process is tedious - Also offer the customer to change the role of John from MVP to super admin which the customer agree - Change the role of John and informed the customer about the changes on the acct - Change the IVR settings from ext 101 to 103 several times but customer still not satisfied - The call disconnected while doing some changes on the acct - Not able to confirm where the voicemail will be routed after ext 103 failed to answer the call - Callback the customer but no answer leave VM - OB 195267543219 (587) 287-5380 5872875378 OB 195268303296 - Called customer on the callback number - Spoke to Ron and confirmed that all voicemail will be routed to ext 103 - Explained to the customer that all calls will now be routed to ext 103 - Customer also confirmed that all of the settings is now correct - No other concern agreed to close the case ****** Incontact ID: 195268323807/ 195268391015 RC #: 8653132656 UID: 2634095020 Sign-Up Date: 08/31/2019 Name: Greg Seeber Callback #: 8657554365 Email: greg@shaedesigns.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 8 Issue: For Greg | Setting up Custom rules| Assisted by Ronald Troubleshooting: - Customer called because he mistakenly deleted the customer rules - Ask customer after dialing the company number where the call will be routed - Customer mentioned that when someone dialed the main number it should be routed to a custom rule - Check custom rule and all of the custom rule is empty - Customer also provide a case number 10774985 way back 5/2020 but it was a call forwarding issue - Customer keep on insisting that he deleted a custom rule but the customer did not recall what custom rule he want to setup - Customer want the settings to remained the same and he will call us back once he figure out what to do next - While creating a case number the call disconnected - Callback the customer but it was routed to VM - Leave voicemail Greg - Admin Made a mistake Case# 14402792 865 313 2656 610878 if going to user acct 10774985 Dialed Number ---> where the call will be routed ----> I need to know what extension to create a customer rules ----> assist to set up the customer rules ******** Incontact ID: 195268993449 / 195269021111 RC #: 9543172361 UID: 218732041 Sign-Up Date: 03/12/2021 Name: Rebecca Molina Callback #: 9546487283 Email: rmolina@rosadosearch.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 5 Issue: For Rebecca | QOS Issue (Static and lines cutting off)| Assisted by Ronald Troubleshooting: - 203 static and cutting off, stated 2 days ago - Customer is using wired headset - Already logout and log back in still the same - Callback customer on this number 9543172364 - Advise uninstall the app but customer is on the phone and the call - Customer mentioned that yesterday issue started the whole morning - As of now the issue is not affected the phone calls - Informed the customer that there is no reported outage or issue on the backend - Customer run a speed test connected thru Wi-Fi and the speed is 37 mbps download and 22 mbps upload - Advise customer if the issue re occurs again she need to logout and log back again in the RingCentral app - Plugged the headset on a different port - Run a speed test and if still static and cutting off call us back - Provide case number to the customer Yesterday the whole morning Rebecca Molina 9543172364 ******** *For CNR* Enroll to CNR Incontact ID: 195269304928 RC #: 7034483800 UID: 62592734031 Sign-Up Date: 07/28/2020 Name: Karla Callback #: 7036273400 Email: scheduling@barlowmd.com Account Verified Y/N: Y Admin/User: User Total Account DLs: 4 Issue: For Karla | Call forwarding issue | Assisted by Ronald Troubleshooting: - Customer is not receiving the call on her mobile after setting up the call forwarding - Customer also mentioned that all the call is routed to VM - If the direct number of ext 104 was dialed and no one answer the call it should be routed to her mobile phone which already set up - Check the behavior of the call settings it's all correct - Do a test call after ringing the desktop and mobile app the call is router directly to the VM instead ringing the desk phone and ext 101 - Customer mentioned that DND on the desk phone in ext 104 is turned off - Since customer is not in the office we cannot perform additional troubleshooting - Customer will check again the DND on the desk phone in ext 104 and she will call us back - Case number provided to the customer Only see missed call not able to receive phone call Contact ID: 195370143545 - Called customer on the callback number but response - Leave voicemail and email 7036273400 ******** 14394396 Incontact ID: 195369056783 RC #: 3128000000 UID: 1531626021 Sign-Up Date: 05/15/2018 Name: Marisol Zambrano Callback #: 3127950525 Email: marisol@walnerlaw.com Account Verified Y/N: N Admin/User: User Total Account DLs: 23 Issue: For Marisol | Want to change the direct ext number| Assisted by Ronald Troubleshooting: - Customer want to replace the number of his ext - Acct has a 23 DL's - Warm transfer to higher DL acct Replace a new for 3127950525 225 ******** Incontact ID: 195370174965 RC #: 9783911700 UID: 698459040 Sign-Up Date: 04/22/2021 Name: Laura Gustafson Callback #: 9784001631 Email: lgustafson@inhomecarema.com Account Verified Y/N: Y Admin/User: Yes Total Account DLs: 5 Issue: For Laura | Setting up call forwarding for ext 104| Assisted by Ronald Troubleshooting: - Customer called and she mentioned that ext 104 call forwarding is not working - Customer mentioned that they do some changes in ext 104 - Check admin portal and all settings are correct and no conflict on the custom rules - Customer mentioned that when the main company number is dialed it should be answer by all of the extension - Customer confirmed that DND is off on the desk phone - Turn off the Always ring for at least 30 seconds before forwarding is completed for testing purposes - Still the call is forwarded to voicemail - Login to ext 104 admin portal and confirmed that DND is enable - I disable the DND in the admin portal - I do a test call and and call was successful - Customer do a test call as well and she confirmed it's now working - No further assistance required - EOC 29783911700 (205) 729-6355 ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** When to create a CIF case ********** For callback later Left VM SMS is now enable Incontact ID: 195482518238 RC #: 2392205107 UID: 397143040 Sign-Up Date: 01/28/2021 Name: Kenneth Troy Tornhill Callback #: 2395603091 Email: healthyhomeinspectionsfl@hotmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ******* Customer reply thru email issue still persist after doing the TS Will contact again the customer Incontact ID: 168242984941 RC #: 7165653825 UID: 333637029 Sign-Up Date: 07/07/2021 Name: Laura Becerril Callback #: 7166504452 Email: laura@nicklecity-pm.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 InContact OB: 193601034067 - Called customer on the callback number to ask if the issue is now resolve - Base on the email reply issue still persist - Spoke to Laura and she confirmed that issue is now fixed - Ask permission if I can now closed the case - Customer agreed to close the case - Offer survey spiel - EOC ****** Need to call cx to ask if he already email fraudresponse@ringcentral.com 1st callback no response Incontact ID: 168243189386 RC #: 9782747680 UID: 236607048 Sign-Up Date: 01/24/2022 Name: Alexis Accomamdo Callback #: (412) 501-3816 Email: gateway01471@outlook.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 0 ***** Assigned to support T2 Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Need to call customer and to confirm if the app is now working to close Case closed Incontact ID: 195482620061/195482732548 RC #: 8447527546 UID: 198404037 Sign-Up Date: 04/30/2019 Name: Deeji Lesueur Callback #: 8447527546 Email: deeji@aplgo.us Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ****** 1st call no answer Incontact ID: 193601102251 RC #: 9413653435 UID: 62881660031 Sign-Up Date: 11/19/2021 Name: Ryan Thompson Callback #: (941) 296-7218 Email: rthompson@jlbainbridge.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ***** Incontact ID: 193601925482 / 193602002619 RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Contact ID: 195813628504 - Callback the customer on the callback number 4124981966 - Customer confirmed that he has the same issue on the desktop app - Customer try to dial out again and now it's working - Customer mentioned that he is not happy for the inconvenience and asking for a refund - Advice customer to expect a call from my manager ***** Incontact ID: 195813359485 RC #: 2604899884 UID: 62287638023 Sign-Up Date: 11/30/2018 Name: Christine Pichardo Callback #: (419) 494-4190 Email: christine@lemanfinancial.com / christine@momentumwells.com **** Closed Contact ID: 195813649309 - Callback the customer on the callback number (419) 494-4190 - Customer they still have issue on their end - Customer confirmed that the recording is now working and they using it as of the moment - Advise customer for future reference she can visit the support.ringcentral.com - Agreed to close the case - Advise customer about the short survey ***** Incontact ID: 195812777333 RC #: 4706812639 UID: 791974040 Sign-Up Date: 05/20/2021 Name: Emily Barber Callback #: 5309574938 Email: emilyb@allydvm.com ***For monitoring until Friday*** Contact ID: 195813658764 - Called the customer on the callback number 5309574938 - Customer mentioned that the issue is now resolve as of the moment - She also mentioned that she is not receiving a call - Check call queue and her name is not there - Customer mentioned she is included on a call queue (Customer support) - The manager accidentally delete her name on the all queue but the manager able to include her name again on the queue - Customer want to monitor the issue until Friday - Advise customer that I will call her back on Friday (2 AM MNL Time) - Provide the case number to customer ***** RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com ***** ****To closed**** Incontact ID: 195812535477 RC #: 3233123080 UID: 255753048 Sign-Up Date: 01/28/2022 Name: Jeff Henrich Callback #: 4243245491 Email: jhenrich@tandemcareplanning.com Account Verified Y/N: Y Contact ID: 195813697359 - Called customer on the provided callback number - And he mentioned that he already recorded again the greetings and now working properly - Customer mentioned that I can now closed the case - Advice customer about the support site of ringcentral - Advice customer about the short survey ******* RC #: 5158159887 UID: 242405048 Sign-Up Date: 01/26/2022 Name: Douglas Miller Callback #: 8163676399 Email: collegeprocoatings123@gmail.com Account Verified Y/N: Y Contact ID: 195813706431 - Callback customer on the provided callback number 8163676399 but no response - Left voicemail and email ***** For callback tomorrow Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 Issue: For Prince Thapa | Want to show the main company number| Assisted by Ronald Troubleshooting: - Customer want to know how to setup the main company number will show on the caller id - Customer also want to setup the main company number as caller id for outgoing SMS - Inform customer for outbound caller ID we can set it to all user ext - Also inform the customer for SMS ID we can only set it to one ext - Customer is also not able to send SMS to all numbers and the error message is Delivery failed - Customer provide 3 sample numbers that was sent at 9AM and 9:05AM 4693513374 4692422927 4693513705 - Customer also mention when the their customer dialed the main company number it showing spam on their customer end - Advice customer that we need to investigate the issue and updated will be provided once available - Assist customer to setup the call forwarding - Customer asked if we he can change the voice from the greetings - Advise customer that I will get back to him once how he can do it - Asked customer to do a test call and after doing that customer confirmed it's now working ****** Contact ID: 195919336391 - Called customer on the callback number 8163676399 - Not able to talk to the customer - Left voicemail and send email Contact ID: 196018601449 - Customer reply to the email on the email and mentioned that the ringcentral app after launching is just a white screen - Assisted the customer on how to clear storage and advise customer to search for fix issue on white screen issue - Customer successfully clear the storage - Customer will monitor again the app and requesting to call her back on Monday 10 AM eastern time ******** Incontact ID: 195918726362 RC #: 195814444625 UID: 1042376019 Sign-Up Date: 12/02/2015 Name: Oneil Wallace Callback #: 9546540708 Email: oneil.wallace@yahoo.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 Account Verified Y/N: Y How many phones are affected?: Error on the Display Screen: Extension Number in Issue: Ext 107 Serial Number of the Device: Make and Model: Digital Line: (561) 983-4585 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 -Customer's internet connection is working: Y -Customer is in the same location as the phone is: Y -Phone is powered ON: Y ***** Contact ID: 196020456356 Contact ID: 196020461336 ***** 14551243 Contact ID: 196126180476 Contact ID: 196126183732 - Called customer on the callback number and the call is routed to IVR since there is no option to contact the customer directly I hang up and call the direct number of ext 101 - Spoke to the customer and he confirmed that the refund issue is already been handle by the last agent that he spoke to - Issue on transferring number from other acct to be used as fax number is already been resolve - No other concern agreed to close the case - advise customer about the support site - advise customer about the short survey - EOC ****** ideas.ringcentral.com RC #: 7188865525 UID: 67400998 Sign-Up Date: 08/05/2011 Name: Ying Yeung Callback #: 7188865525 ******** Contact ID: 196126904129 Contact ID: 196126905836 - Dialed the UID instead of the RC number but all I can hear is the time and weather - I used this (618) 257-3750 ext 223 and spoke to the customer - Customer is not spoke to his customer - Customer is requesting for a link for the RC meetings - Customer mention that he don't use the apps because it's taking space on his computer and mention it's garbage - Customer is requesting a link on how to download the RC meeting app - Send an email to advice the customer to send us a screenshot and links for his reference about ringcentral meetings - Will call the customer tomorrow 10:30 PM MNL to ask for an update ******* Contact ID: 196127027564 - Called customer on the callback number (202) 603-9071 - Not able to spoke to the customer - Left voicemail and sent email ****** Contact ID: 196127039751 - called the customer on the callback number 8505827341 - Not able to spoke to customer - Leave voicemail and sent an email ******* Contact ID: 196231950405 - Called the customer on the direct number ext (618) 257-3750/223 - Customer mentioned that the customer still did not called - Customer already received the email and advise him to send me a screenshot in case the customer called back and experience the same issue - Informed customer that I will get back with him about the meeting link that it will automatically install the app once it was click - Will callback customer tomorrow at 2 PM central time 4AM MNL ******* RC #: 8284124754 UID: 270089048 Sign-Up Date: 02/02/2022 Name: Andy Osborne Callback #: 2037258389 Email: aosborne@hirenetworks.com Account Verified Y/N: Y Admin/User: User Total Account DLs: 18 Contact ID: 196232132886 Contact ID: 196232147644 - Called the customer on the callback number spoke to the customer - He confirmed the issue still persist same error message - Customer confirmed no extension and plugin installed and no pop up blocker - Customer is not able to turn off the firewall settings and advise him to reach out to IT for assistance - Also advise customer to clear cache and cookies and clear the password stored on the browser - Will callback the customer again tomorrow for the update about the firewall settings - Disable the account access confirmation for an hour **** Contact ID: 196232174046 - called the customer on the callback number 8505827341 - Customer confirmed issue is now fixed - Customer agreed to close the case - Advise about the survey - informed about the support site - EOC ***** Incontact ID: 194855585702 RC#: 9793145368 User ID: 200139048 Caller Name: Donna Busse Email: donnabusse65@gmail.com Callback Number: 9364191654 Account Verified: Y Admin/User: Admin Issue: For Donna| Customer is not able to access the mobile app | Assisted by Ronald Troubleshooting: - Customer is fully verified - Customer mentioned that she don't have extension number - Customer is not able to access the mobile app - Customer confirmed that he is accessing her acct on the mobile app - Customer also mentioned that she already try to reset the but she got an error message need to called support - Customer also mentioned she create another acct - Customer has a duplicate acct using same email address - Access admin portal and change the customer password on the UID 200139048 - Advice customer that need to cancel one of the acct which is 199688048 - Call disconnected called back the customer - OB InContact - 194855637576 - Advice customer that I will transfer the call to the cancellation team - Warm transfer to cancellation OB Contact - 194855637576 (979) 413-5311 Welcome123! free acct - destroy inContact Contact Id: Digital Line - Inbound/Outbound Virtual Number -Inbound only (979) 314-5368 936) 955-5190 - need to destroy ************** Incontact ID: 194964128097 RC#: 3107734956 User ID: 291654030 Caller Name: Imad A Shilleh Email: Alshilleh@gmail.com Callback Number: 9515341839 Account Verified: Y Admin/User: Admin 888 898 4591 Issue: For Imad | Not able to send and receive text message| Assisted by Ronald Reported number (310) 773-4956 ext 101 Troubleshooting: - Customer is not able to send and receive text message - Customer is already logout and login but still having the issue - Advice customer that there is no reported ongoing issue - Advice customer that I will escalate the issue to re provisioned the number - Customer is not happy and want to speak to a supervisor - Customer mentioned he is losing money Additional Info: - Check AI and found out that SMS service is not enable - Check if there is any billing issue and inform customer no billing issue - Advice customer it will take for 24 hours for the issue to be resolve - Advice to wait for a callback around 2 PM - Send request to re provisioned and enable the phone number OB Contact ID: 194964326287 - Called customer and inform him that his phone number was tagged for phishing - Customer mentioned that he did not sent a shorten url - Advice customer that his SMS feature will be re enable again within 24-72 hours - Mentor sent email to fraudresponse@ringcentral.com - Customer has another inquiry about the desk phone he bought from ringcentral which is Yealink SIP T48U - Customer said that when he plugged the device it has an error message no wifi adapter found - Since this is a provisioning issue advice customer to contact the team for assistance - Number provided to the customer SIP T48U 888 8984591 Option 3 Account Verified Y/N: Y How many phones are affected?: 1 Error on the Display Screen: Extension Number in Issue: (Provide all that applies): N/A Serial Number of the phone: 814962107E605256 Make and Model: Yealink SIP T48U Digital Line: N/A 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 -Customer's internet connection is working: Y -Phone is powered ON: Yes (310) 773-4956 OB Contact ID: 195065314831/195065338538 ************************************************************ Incontact ID: 194965355550 RC#: 6694440992 User ID: 194701048 Caller Name: Adam Tracey Email: adamrathaeltracey@icloud.com Callback Number: (831) 588-9253 Account Verified: Y Admin/User: User Issue: For |Want to change the phone number | Assisted by Ronald Troubleshooting: - Customer called and want to change the outbound SMS caller ID - Assisted the customer to change the number in Admin portal - Customer also ask if there is SMS template for sending out messages - Inform the customer the feature is not yet available on the ring central app - Advice customer he can also visit the support page if he has other issue - EOC 2025592337 ----> For call forwarding issue If extension is not yet activated the question is what number is being dialed ****************************************************** Incontact ID: 195065172414 RC#: (310) 299-7624 User ID: 1992274027 Caller Name: Frank Email: support@diemtheapp.com Callback Number: 2897280700 Account Verified: Y Admin/User: Admin For Frank| Not able to send and receive SMS on 2 numbers 2129776810, 9172544442 | Assisted by Ronald Issue: - 2 number is read only - Customer want to change the company main number - Customer want to redirect all the messages to ext 103 Troubleshooting: - Check the 2 number 2129776810, 9172544442 in admin portal and found out SMS NOT SUPPORTED - Customer confirmed that the link they sent is not a shorten URL - Customer is not happy at all because it's happen all the times - Advise customer that I will escalate the issue so that we can re provision both number - Inform customer that we need to wait 24-72 hours for the back office team to complete the request - Advice customer that we will give him a callback once we received an update - Changed the main number from (310) 299-7624 to 2124414374 - SMS message customer wants extension 103 will be the recipient of all SMS Main Number changed from (310) 299-7624 to 1 (212) 441-4374 2129776810 9172544442 2124414374 - ************* Incontact ID: 195161052502 RC#: 4239332144 User ID: 568689040 Caller Name: Carmela King Email: mrelectrictn@outlook.com Sign up Date: 03/22/2021 Callback Number: 4234980061 Account Verified: Y Admin/User: Admin Issue: For Carmella King | Extension 102 email address is already in use| Assisted by Ronald Troubleshooting: - Customer called because ext 102 is not able to login on both the desktop and mobile - Customer already uninstall the app and re install it again but still the same - Customer mentioned that every time user login using the email address there's an error message "email already in use" - Check admin portal for the registered email of ext 102 and it's not the correct email address - Customer confirmed the email address and it should be tricities.csr2@mrelectric.com - Request for the freyja acct to be disable - Request completed update the email address in admin portal advice customer to login using the email address - Customer has another issue with the call queue - She don't want to be included on the call queue - Assisted the customer on how to select the correct call queue without her name included on the group - Recap what has been done on the acct - Survey spiel provided - Customer agree to closed the case customer order a phone add in the call queue business email already use Ashley Phillips (423) 207-1250 Angie Wagner (423) 635-7166 / (423) 933-2144 102 Carmella King (Super Admin) (423) 498-6541 ****** Incontact ID: 195162499526 RC #: 4039102373 UID: 309293026 Sign-Up Date: 09/28/2020 Name: Ron Wipf Callback #: 4039102373 Email: ron@handhillscabinets.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 Issue: For Ron | Setting up call forwarding| Assisted by Ronald Troubleshooting: - Customer called in and initial request of changing the email address of the super admin - Customer also want to the calls to be forwarded from the main company number to John's extension which is ext 103 - Offer customer a resolution to change the name of super admin to John's name but also inform the customer that process is tedious - Also offer the customer to change the role of John from MVP to super admin which the customer agree - Change the role of John and informed the customer about the changes on the acct - Change the IVR settings from ext 101 to 103 several times but customer still not satisfied - The call disconnected while doing some changes on the acct - Not able to confirm where the voicemail will be routed after ext 103 failed to answer the call - Callback the customer but no answer leave VM - OB 195267543219 (587) 287-5380 5872875378 OB 195268303296 - Called customer on the callback number - Spoke to Ron and confirmed that all voicemail will be routed to ext 103 - Explained to the customer that all calls will now be routed to ext 103 - Customer also confirmed that all of the settings is now correct - No other concern agreed to close the case ****** Incontact ID: 195268323807/ 195268391015 RC #: 8653132656 UID: 2634095020 Sign-Up Date: 08/31/2019 Name: Greg Seeber Callback #: 8657554365 Email: greg@shaedesigns.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 8 Issue: For Greg | Setting up Custom rules| Assisted by Ronald Troubleshooting: - Customer called because he mistakenly deleted the customer rules - Ask customer after dialing the company number where the call will be routed - Customer mentioned that when someone dialed the main number it should be routed to a custom rule - Check custom rule and all of the custom rule is empty - Customer also provide a case number 10774985 way back 5/2020 but it was a call forwarding issue - Customer keep on insisting that he deleted a custom rule but the customer did not recall what custom rule he want to setup - Customer want the settings to remained the same and he will call us back once he figure out what to do next - While creating a case number the call disconnected - Callback the customer but it was routed to VM - Leave voicemail Greg - Admin Made a mistake Case# 14402792 865 313 2656 610878 if going to user acct 10774985 Dialed Number ---> where the call will be routed ----> I need to know what extension to create a customer rules ----> assist to set up the customer rules ******** Incontact ID: 195268993449 / 195269021111 RC #: 9543172361 UID: 218732041 Sign-Up Date: 03/12/2021 Name: Rebecca Molina Callback #: 9546487283 Email: rmolina@rosadosearch.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 5 Issue: For Rebecca | QOS Issue (Static and lines cutting off)| Assisted by Ronald Troubleshooting: - 203 static and cutting off, stated 2 days ago - Customer is using wired headset - Already logout and log back in still the same - Callback customer on this number 9543172364 - Advise uninstall the app but customer is on the phone and the call - Customer mentioned that yesterday issue started the whole morning - As of now the issue is not affected the phone calls - Informed the customer that there is no reported outage or issue on the backend - Customer run a speed test connected thru Wi-Fi and the speed is 37 mbps download and 22 mbps upload - Advise customer if the issue re occurs again she need to logout and log back again in the RingCentral app - Plugged the headset on a different port - Run a speed test and if still static and cutting off call us back - Provide case number to the customer Yesterday the whole morning Rebecca Molina 9543172364 ******** *For CNR* Enroll to CNR Incontact ID: 195269304928 RC #: 7034483800 UID: 62592734031 Sign-Up Date: 07/28/2020 Name: Karla Callback #: 7036273400 Email: scheduling@barlowmd.com Account Verified Y/N: Y Admin/User: User Total Account DLs: 4 Issue: For Karla | Call forwarding issue | Assisted by Ronald Troubleshooting: - Customer is not receiving the call on her mobile after setting up the call forwarding - Customer also mentioned that all the call is routed to VM - If the direct number of ext 104 was dialed and no one answer the call it should be routed to her mobile phone which already set up - Check the behavior of the call settings it's all correct - Do a test call after ringing the desktop and mobile app the call is router directly to the VM instead ringing the desk phone and ext 101 - Customer mentioned that DND on the desk phone in ext 104 is turned off - Since customer is not in the office we cannot perform additional troubleshooting - Customer will check again the DND on the desk phone in ext 104 and she will call us back - Case number provided to the customer Only see missed call not able to receive phone call Contact ID: 195370143545 - Called customer on the callback number but response - Leave voicemail and email 7036273400 ******** 14394396 Incontact ID: 195369056783 RC #: 3128000000 UID: 1531626021 Sign-Up Date: 05/15/2018 Name: Marisol Zambrano Callback #: 3127950525 Email: marisol@walnerlaw.com Account Verified Y/N: N Admin/User: User Total Account DLs: 23 Issue: For Marisol | Want to change the direct ext number| Assisted by Ronald Troubleshooting: - Customer want to replace the number of his ext - Acct has a 23 DL's - Warm transfer to higher DL acct Replace a new for 3127950525 225 ******** Incontact ID: 195370174965 RC #: 9783911700 UID: 698459040 Sign-Up Date: 04/22/2021 Name: Laura Gustafson Callback #: 9784001631 Email: lgustafson@inhomecarema.com Account Verified Y/N: Y Admin/User: Yes Total Account DLs: 5 Issue: For Laura | Setting up call forwarding for ext 104| Assisted by Ronald Troubleshooting: - Customer called and she mentioned that ext 104 call forwarding is not working - Customer mentioned that they do some changes in ext 104 - Check admin portal and all settings are correct and no conflict on the custom rules - Customer mentioned that when the main company number is dialed it should be answer by all of the extension - Customer confirmed that DND is off on the desk phone - Turn off the Always ring for at least 30 seconds before forwarding is completed for testing purposes - Still the call is forwarded to voicemail - Login to ext 104 admin portal and confirmed that DND is enable - I disable the DND in the admin portal - I do a test call and and call was successful - Customer do a test call as well and she confirmed it's now working - No further assistance required - EOC 29783911700 (205) 729-6355 ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** Incontact ID: RC #: UID: Sign-Up Date: Name: Callback #: Email: Account Verified Y/N: Admin/User: Admin Total Account DLs: Issue: For | Setting up call forwarding| Assisted by Troubleshooting: ******** When to create a CIF case ********** For callback later Left VM SMS is now enable Incontact ID: 195482518238 RC #: 2392205107 UID: 397143040 Sign-Up Date: 01/28/2021 Name: Kenneth Troy Tornhill Callback #: 2395603091 Email: healthyhomeinspectionsfl@hotmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ******* Customer reply thru email issue still persist after doing the TS Will contact again the customer Incontact ID: 168242984941 RC #: 7165653825 UID: 333637029 Sign-Up Date: 07/07/2021 Name: Laura Becerril Callback #: 7166504452 Email: laura@nicklecity-pm.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 InContact OB: 193601034067 - Called customer on the callback number to ask if the issue is now resolve - Base on the email reply issue still persist - Spoke to Laura and she confirmed that issue is now fixed - Ask permission if I can now closed the case - Customer agreed to close the case - Offer survey spiel - EOC ****** Need to call cx to ask if he already email fraudresponse@ringcentral.com 1st callback no response Incontact ID: 168243189386 RC #: 9782747680 UID: 236607048 Sign-Up Date: 01/24/2022 Name: Alexis Accomamdo Callback #: (412) 501-3816 Email: gateway01471@outlook.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 0 ***** Assigned to support T2 Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Need to call customer and to confirm if the app is now working to close Case closed Incontact ID: 195482620061/195482732548 RC #: 8447527546 UID: 198404037 Sign-Up Date: 04/30/2019 Name: Deeji Lesueur Callback #: 8447527546 Email: deeji@aplgo.us Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ****** 1st call no answer Incontact ID: 193601102251 RC #: 9413653435 UID: 62881660031 Sign-Up Date: 11/19/2021 Name: Ryan Thompson Callback #: (941) 296-7218 Email: rthompson@jlbainbridge.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 9 ***** Incontact ID: 193601925482 / 193602002619 RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 ****** Contact ID: 195813628504 - Callback the customer on the callback number 4124981966 - Customer confirmed that he has the same issue on the desktop app - Customer try to dial out again and now it's working - Customer mentioned that he is not happy for the inconvenience and asking for a refund - Advice customer to expect a call from my manager ***** Incontact ID: 195813359485 RC #: 2604899884 UID: 62287638023 Sign-Up Date: 11/30/2018 Name: Christine Pichardo Callback #: (419) 494-4190 Email: christine@lemanfinancial.com / christine@momentumwells.com **** Closed Contact ID: 195813649309 - Callback the customer on the callback number (419) 494-4190 - Customer they still have issue on their end - Customer confirmed that the recording is now working and they using it as of the moment - Advise customer for future reference she can visit the support.ringcentral.com - Agreed to close the case - Advise customer about the short survey ***** Incontact ID: 195812777333 RC #: 4706812639 UID: 791974040 Sign-Up Date: 05/20/2021 Name: Emily Barber Callback #: 5309574938 Email: emilyb@allydvm.com ***For monitoring until Friday*** Contact ID: 195813658764 - Called the customer on the callback number 5309574938 - Customer mentioned that the issue is now resolve as of the moment - She also mentioned that she is not receiving a call - Check call queue and her name is not there - Customer mentioned she is included on a call queue (Customer support) - The manager accidentally delete her name on the all queue but the manager able to include her name again on the queue - Customer want to monitor the issue until Friday - Advise customer that I will call her back on Friday (2 AM MNL Time) - Provide the case number to customer ***** RC #: 4123478977 UID: 62362049023 Sign-Up Date: 01/15/2019 Name: Wayne Carson Callback #: 4124981966 Email: waynecarson.remax@gmail.com ***** ****To closed**** Incontact ID: 195812535477 RC #: 3233123080 UID: 255753048 Sign-Up Date: 01/28/2022 Name: Jeff Henrich Callback #: 4243245491 Email: jhenrich@tandemcareplanning.com Account Verified Y/N: Y Contact ID: 195813697359 - Called customer on the provided callback number - And he mentioned that he already recorded again the greetings and now working properly - Customer mentioned that I can now closed the case - Advice customer about the support site of ringcentral - Advice customer about the short survey ******* RC #: 5158159887 UID: 242405048 Sign-Up Date: 01/26/2022 Name: Douglas Miller Callback #: 8163676399 Email: collegeprocoatings123@gmail.com Account Verified Y/N: Y Contact ID: 195813706431 - Callback customer on the provided callback number 8163676399 but no response - Left voicemail and email ***** For callback tomorrow Incontact ID: 168243284690 RC #: 4692422656 UID: 63043911028 Sign-Up Date: 09/07/2021 Name: Prince Thapa Callback #: 5108297202 Email: thapaprince25@gmail.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 1 Issue: For Prince Thapa | Want to show the main company number| Assisted by Ronald Troubleshooting: - Customer want to know how to setup the main company number will show on the caller id - Customer also want to setup the main company number as caller id for outgoing SMS - Inform customer for outbound caller ID we can set it to all user ext - Also inform the customer for SMS ID we can only set it to one ext - Customer is also not able to send SMS to all numbers and the error message is Delivery failed - Customer provide 3 sample numbers that was sent at 9AM and 9:05AM 4693513374 4692422927 4693513705 - Customer also mention when the their customer dialed the main company number it showing spam on their customer end - Advice customer that we need to investigate the issue and updated will be provided once available - Assist customer to setup the call forwarding - Customer asked if we he can change the voice from the greetings - Advise customer that I will get back to him once how he can do it - Asked customer to do a test call and after doing that customer confirmed it's now working ****** Contact ID: 195919336391 - Called customer on the callback number 8163676399 - Not able to talk to the customer - Left voicemail and send email Contact ID: 196018601449 - Customer reply to the email on the email and mentioned that the ringcentral app after launching is just a white screen - Assisted the customer on how to clear storage and advise customer to search for fix issue on white screen issue - Customer successfully clear the storage - Customer will monitor again the app and requesting to call her back on Monday 10 AM eastern time ******** Incontact ID: 195918726362 RC #: 195814444625 UID: 1042376019 Sign-Up Date: 12/02/2015 Name: Oneil Wallace Callback #: 9546540708 Email: oneil.wallace@yahoo.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 3 Account Verified Y/N: Y How many phones are affected?: Error on the Display Screen: Extension Number in Issue: Ext 107 Serial Number of the Device: Make and Model: Digital Line: (561) 983-4585 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 -Customer's internet connection is working: Y -Customer is in the same location as the phone is: Y -Phone is powered ON: Y ***** Contact ID: 196020456356 Contact ID: 196020461336 ***** 14551243 Contact ID: 196126180476 Contact ID: 196126183732 - Called customer on the callback number and the call is routed to IVR since there is no option to contact the customer directly I hang up and call the direct number of ext 101 - Spoke to the customer and he confirmed that the refund issue is already been handle by the last agent that he spoke to - Issue on transferring number from other acct to be used as fax number is already been resolve - No other concern agreed to close the case - advise customer about the support site - advise customer about the short survey - EOC ****** ideas.ringcentral.com RC #: 7188865525 UID: 67400998 Sign-Up Date: 08/05/2011 Name: Ying Yeung Callback #: 7188865525 ******** Contact ID: 196126904129 Contact ID: 196126905836 - Dialed the UID instead of the RC number but all I can hear is the time and weather - I used this (618) 257-3750 ext 223 and spoke to the customer - Customer is not spoke to his customer - Customer is requesting for a link for the RC meetings - Customer mention that he don't use the apps because it's taking space on his computer and mention it's garbage - Customer is requesting a link on how to download the RC meeting app - Send an email to advice the customer to send us a screenshot and links for his reference about ringcentral meetings - Will call the customer tomorrow 10:30 PM MNL to ask for an update ******* Contact ID: 196127027564 - Called customer on the callback number (202) 603-9071 - Not able to spoke to the customer - Left voicemail and sent email ****** Contact ID: 196127039751 - called the customer on the callback number 8505827341 - Not able to spoke to customer - Leave voicemail and sent an email ******* Contact ID: 196231950405 - Called the customer on the direct number ext (618) 257-3750/223 - Customer mentioned that the customer still did not called - Customer already received the email and advise him to send me a screenshot in case the customer called back and experience the same issue - Informed customer that I will get back with him about the meeting link that it will automatically install the app once it was click - Will callback customer tomorrow at 2 PM central time 4AM MNL ******* RC #: 8284124754 UID: 270089048 Sign-Up Date: 02/02/2022 Name: Andy Osborne Callback #: 2037258389 Email: aosborne@hirenetworks.com Account Verified Y/N: Y Admin/User: User Total Account DLs: 18 Contact ID: 196232132886 Contact ID: 196232147644 - Called the customer on the callback number spoke to the customer - He confirmed the issue still persist same error message - Customer confirmed no extension and plugin installed and no pop up blocker - Customer is not able to turn off the firewall settings and advise him to reach out to IT for assistance - Also advise customer to clear cache and cookies and clear the password stored on the browser - Will callback the customer again tomorrow for the update about the firewall settings - Disable the account access confirmation for an hour **** Contact ID: 196232174046 - called the customer on the callback number 8505827341 - Customer confirmed issue is now fixed - Customer agreed to close the case - Advise about the survey - informed about the support site - EOC ***** I'm really concern about the issue you are facing right now, I know ***** Contact ID: 196335192601 - Callback the customer on the callback number 5303101114 - Not able to speak to the customer - Leave voicemail and sent an email ****** Incontact ID: 195920238076 RC #: 7188865525UID: 67400998 Sign-Up Date: 08/05/2011 Name: Ying Yeung Callback #: 7188865525 Email: casemanager@bqinsurance.com Account Verified Y/N: Y Admin/User: Admin Total Account DLs: 5 For Ying Yeung| Want to know how to export messages| Assisted by Ronald Troubleshooting:- Customer called and asking information on how to downloads the messages in admin portal- Consult TL and inform me that there is no option in admin portal to download messages- Inform customer that we can only download VM and fax in admin portal- Customer mentioned that she saw in support page that message can be exported- Check the support page and found out the specific site that the customer is referring which is Requesting message data export in the RingCentral app desktop and web | RingCentral app- Inform customer that is for the ringcentral desktop app- Ask if he can see the icons on the left side and customer said no- Customer want to be transferred to another dept but I keep on saying to the customer to check the site I was referring to her- Customer will call us back - Callback the customer 7188865525 - Ask for an update about the issue on importing SMS messages - I spoke to someone and forwarded the call to Ying's number - After more than 3 minutes the phone ringing I hang up the phone - Not redirected to VM ******* Shipping replacement If the device is within one year we need to replace the device. We will send a replacement but the customer need to send the defected device Shipping return Device will send by the customer and RC will not send any replacement Need MAC address Yealink Polycom Cisco