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Incontact ID: 196927557111 Refused Call Automatic Call Delivery Failed on Incontact No ringing on RC App on computer it rings on my RC Mobile App noacct@ringcentral.com --- For Leonel | Enable SMS | Assisted by Armina Incontact ID: 196927549310 RC #: 18008990408 UID: 285789048 Sign-Up Date: 02/09/2022 Name: Leonel Brito Callback #: 18008990408 Email: leo@britomarketing.com Account Verified Y/N: Y Total Account DLs: 2 Case 14677668 Issue: Customer wants to do a follow in regards with SMS feature to be enabled. Troubleshooting Informed customer that the ticket was already escalated to TIer 2 Support and he will received a callback on the next 24-48 business hours since Customer signed LOA to BW was just sent last February 25 and we are still waiting SMS activation confirmation to test Customer is expecting an update in regards to this matter tomorrow Monday if there is no update customer will file a complaint Issue Resolved w/Testing Y/N: Gained agreement Y/N: CSAT Spiel Provided Y/N: CSAT Prediction: Existing Open Cases Y/N: New/On Hold Implem Y/N: -- --- For Raymond| Custom Rule | Assisted by Armina Incontact ID: 196927596860 Case 14707651 RC #: 4016486683 UID: 205214041 Sign-Up Date: 02/24/2021 Name: Raymond Callback #: 4015437000 Email: office@correirabros.com Account Verified Y/N: Y Total Account DLs: 4 Issue: Customer need help in setting up a custom rule for a user extension. Troubleshooting What extension cx is setting up a custom rule? Ext 1 Name Call Center Only What number will be dialed? (401) 648-6683 1, (508) 434-6683 1 Date and Time: Sun 8:00 AM - 7:00 PM, Mon 7:00 AM - 10:00 PM, Tue 7:00 AM - 10:00 PM, Wed 7:00 AM - 10:00 PM, Thu 7:00 AM - 10:00 PM, Fri 7:00 AM - 10:00 PM, Sat 8:00 AM - 9:00 PM Forward to External Number: 4012447979 > Every time we try to recreate the custom rule it does not save the external number where cx is trying to setup custom rule > Try to create custom rule to a different extension and it works > Informed customer that we can recreate the extension but cx don't want it because he don't want the messages and the logs of the extension be deleted > as per cx this happens to him and cx wants to talked to a supervisor > deescalate the call and informed cx that we can just recreate the extension but I can't promised to get a credit like 3months for free diana@correirabros.com Contact Id:196927616181 Customer called again continue with the troubleshooting step call got disconnected > Recreate extension since cx won't allow to delete the extension Internal Office CSR diana@correirabros.com Sales Correira Brothers Moving