#ORTphone

Caller Name: Kristine RC #: Callback Number: 9782101807 Verified Email: klassiter@thepxgroup.com # of DLS: 3 InContact ID: 456402037616 User ID: 62801868008 Case #: 16857156 Account Verified: Y Issue: -Princess (at risk) -ext 101 is unable to call outbound calls to external numbers Troubleshooting: -assigned the digital (978) 254-2300 to ext 101 -signed out of the RC app then signed back in as ext 101 -did test call / success -case closed 16857018 ************************************************ Caller Name: Phil RC #: Callback Number: 3126689167 Verified Email: 5rovicc@gmail.com # of DLS: InContact ID: 456402057033 User ID: 2989692020 Case #: Account Verified: Y Issue: -ext 123 / 200 is unable to call outbound to external numbers Troubleshooting: -checked session logs CALLING #: 13126689167 CALLED #: 18436153642 RESULT: Call Failed (19). Hardware, network or provider error. Try call again later. SESSION LOG: 562368677013 -cust already uninstalled then re-install the app -cust used another computer / same issue happens -already recreated ext 123 to ext 200 -assigned back the phone number 3126689167 to ext 123 so that the cust can access old voicemails, contacts and messages CALLING #: 13126689167 CALLED #: 18436153642 RESULT: Call Failed (19). Hardware, network or provider error. Try call again later. SESSION LOG: 562368677013 DATE/TIME: 12/1/2022 7:57:29 AM UTC-08:00 KIBANA: Dec 1, 2022 @ 15:57:32.000 153771219_133142159@208.87.43.37 "FIND CDL JOBS";tag=gK0a1d2575 603 21 SIP_IQNTIADSBC01_IXC IADSBC01:SIP_IQNTIADSBC01_IXC CALLING #: 13126689167 CALLED #: 17135910556 DATE / TIME: 12/1/2022 8:02:37 AM UTC-08:00 RESULT: Call Failed (19). Hardware, network or provider error. Try call again later. SESSION LOG: 562368677013 KIBANA: Dec 1, 2022 @ 16:02:39.000 302421839_116056738@192.209.25.230 "FIND CDL JOBS";tag=gK0661619f 403 ;tag=gK02901b75 41 SIP_LEV3DALSBC01_IXC DALSBC01:SIP_LEV3DALSBC01_IXC CALLING #: 13126689167 CALLED #: 14234152716 DATE/TIME: 12/1/2022 8:01:49 AM UTC-08:00 RESULT:Call Failed (19). Hardware, network or provider error. Try call again later. SESSION LOG: 562376283013 KIBANA: Dec 1, 2022 @ 16:01:51.000 57551655_29353472@199.255.121.226 "FIND CDL JOBS";tag=gK0e707a61 603 ;tag=gK04e541ab 21 SIP_LEV3SJCSBC01_IXC SJCSBC01:SIP_LEV3SJCSBC01_IXC ************************************************ Caller Name: Elvia RC #: 4807166267 Callback Number: (520) 305-7798 Verified Email: elvia@merakilendingbusinessconsulting.com # of DLS: 2 InContact ID: 456402138700 User ID: 645855009 Case #: Account Verified: Y Issue: -the audio quality of ext 102 is not clear and sounds like in a box -Hubspot integration Troubleshooting: -ext 102 already restarted her laptop / did test calls / audio sounds great -sent email to cust with the link : https://support.ringcentral.com/mvp/integrations/hubspot/installing-ringcentral-for-hubspot.html -cust logged outthen logged back in to RC app and hubspot acct -did test call -case closed Amy (623) 377-7488 hubspot ************************************************ Caller Name: David / Andres RC #: 3058480008 Callback Number: 786 762 6272 Verified Email: it@newfacemd.com # of DLS: 43 InContact ID: 456402217065 User ID: 367949048 Case #: Account Verified: Y Issue: -missed calls and voicemails of (305) 848-0008 Troubleshooting: -changed the voicemails and missed calls recipient of call queue group ext 1 to ext 131 -case closed ************************************************ Caller Name: Jim RC #: Callback Number: 9073177268 Verified Email: jim@akfamily.org # of DLS: 1 InContact ID: 456402243011 User ID: 2165708020 Case #: Account Verified: Y Issue: -xferred call from Alex (soho) -create ivr menu Troubleshooting: -cust will create the ivr prompt -cust will callback once he generated his ivr prompt -sent email to cust for text-to-speech link: https://wideo.co/text-to-speech/ -assisted cust in configuring an ivr menu / key presses -assisted cust in recording their own ivr prompt -assisted cust in submitting portin request -cust has to go for a meeting hapmce 9072792825 ************************************************ Caller Name: Richard RC #: 9736533494 Callback Number: (503) 956-4313 Verified Email: rich.rylander@uceda.edu # of DLS: InContact ID: 456402361353 User ID: 2800350020 Case #: Account Verified: Y Issue: -phone provisioning to ext 401, ext 402 and ext 403 Troubleshooting: LINE: (203) 404-1163 ext 101 SN: 004F25ACB5A MODEL: IP ADD: 192.168.1.210 Resolution 1. Reboot the phone and wait for the "Starting application" message. 2. Press the cancel softkey when it becomes available during the phone's application initilization. 3. During the 7 second count down window before the phone auto reboots, press and hold the following key combinations depending on your phone model to reach the hard reset screen: • Sound Point IP 335 - 1, 3, 5, and 7 keys 4. Enter the MAC address located at the back of the phone as the password -the phone was rest to factory but still unable to login tothe gui -adv cust that the phone may have been locked with the vendor or prev carrier -cust will contact the vendor or owner of the phones ************************************************ Caller Name: Jeanette RC #: Callback Number: 9096367796 Verified Email: jeanette@citrusvalleypt.com # of DLS: 1 InContact ID: 456402487290 User ID: 63032136028 Case #: Account Verified: Y Issue: -xferred call from Myronne (sales) -fax routing Troubleshooting: -did test fax to (909) 295-3232 / ext 102 received my fax -added email add jeanette@citrusvalleypt.com to the fax emaila notifications of ext 101 -case closed ************************************************ Caller Name:Libby RC #: (260) 3217085 Callback Number: 260 2429761 Verified Email: infowj@protailored.com # of DLS: 14 InContact ID: 456402564563 User ID: 63142541028 Case #: Account Verified: Y / ext 230 Issue: -phone provisioning to ext 230 Troubleshooting: -phone is already online -dis test call / success -changed call routing to ring the deskphone together with the app LINE: (260) 321-7085 ext 230 SN: 64167F47E083 MODEL: Polycom VVX 311 Gigabit Ethernet Phone IP ADD: 10.1.10.123 ************************************************ Caller Name: Doug RC #: 3177490751 Callback Number: (317) 694-1207 Verified Email: doug@fishersmusic.com # of DLS: 1 InContact ID: 456402582135 User ID: 62927812008 Case #: Account Verified: Y Issue: -portin request submission Troubleshooting: -assisted cust in changing the answer to SQ thru admin portal -assisted cust in submitting portin request thru admin portal -cust requested to keep case open because he has to call Microsoft for account info 3175765562 - microsoft ************************************************ Caller Name: Mike InContact ID: 456402617115 User ID: 1726559027 Account Verified: NO Issue: -cust put me on hold -call got disconnected -unable to get the callback # of the cust ************************************************ Caller Name: Fred RC #: 7707441855 Callback Number: 7707441855 Verified Email: # of DLS: 3 InContact ID: 456402627862 User ID: 641187009 Case #: Account Verified: Y Issue: -call log shows 0:59:23 but the call recording was only for 19:27 Troubleshooting: -call log shows that the call was transferred to external number -adv cust that recording was also transferred to the external number not with RC anymore -case closed call was 59 minutes 4042451092 ************************************************ InContact ID: 456402653096 Issue: -ghost call ************************************************ Caller Name: Doug RC #: Callback Number: (317) 694-1207 Verified Email: doug@fishersmusic.com # of DLS: 1 InContact ID: 456402669575 User ID: 62927812008 Case #: Account Verified: Y Issue: -portin submission Troubleshooting: -adv cust to use the phone number as the account number -case closed ************************************************ Caller Name: Paul RC #: (912) 210-5980 Callback Number: (843) 446-6335 Verified Email: paul@schsavannah.com # of DLS: InContact ID: 456402685182 User ID: 1265968021 Case #: Account Verified: Y Issue: -phone provisioning to ext 105 Troubleshooting: -swapped the phones in ext 105 LINE: (912) 210-5980 ext 105 SN: 805E0CF55D39 MODEL: Yealink W79P Cordless Phone with 1 Handset -rebooted the phone -did test call -case closed ************************************************ Caller Name: Jerry RC #: 2138554557 Callback Number: 6268616040 Verified Email: rltw3452@gmail.com # of DLS: 5 InContact ID: 456402705061 User ID: 899570048 Case #: Account Verified: Y Issue: -change main phone number Troubleshooting: -changed main number from (213) 8554557 to (213) 802-2555 -case closed ************************************************ 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: ************************************************