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User ID: 63097420008 Customer Name: Carmen Company#: 16267969259 Admin: Y/N yes Extension #: 101 Best callback number: (626) 796-9259 Account Verified: Y/N yes Email address: InContact ID: 459608073874 Issue: Customer is in Pasadina. Phone just rings and rings. When calling the number (626) 796-9259 from 6263378900 it sounds ringing, but from the customer's end it does not ring. Troubleshooting: No custom rules under company call handling Calls go to ext 701 for business hours-> no custom rules. No custom rules or blocked number under the customer extension. Analytics does not show the call, only one in the afternoon, but no more from this number. Test from their other office 6263378900 to the customer's (626) 796-9259, the call did not went through, The issue is only when call comes from 6263378900 to (626) 796-9259, inbound calls for the customer from that number. They are currently in business hours. Other notes: Advised customer to contact Charter for this. Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N ------------------------------------------------------------ OT Cases Badge: 62009 Horario: 9am a 6pm Ticket: Hora recibida: Hora finalizada: ------------------------------------------------------------- For cases endorsed to the Outbound Resolutions Team (ORT) Email with the below to: na.nonvoice.escalations@ringcentral.com Case: Name: Callback: Email: Reason: ------------------------------------------------------------------ Inquiries please post in this format: Case#: UID: Issue: Troubleshooting steps so far:   ----------------------------------------------------------- Please help me to add a contact on Sales Force: UID: NAME: PhoneNumber: Email: ----------------------------------------------------------- Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: --------------------------------------------------------- Hi , Thank you for contacting Ring Central Technical Support, my name is Victor and I am the specialist who is helping you with the issue "-------." Responding to your query, I hope you find this information useful, please respond to this email and let me know if I have completely answered your question, if not I will be happy to continue working with you. Best regards, Victor Chinchilla | 1-888-898-4591 ext: 2241 | Ring Central Technical Support | victor.chichilla@ringcentral.com | Mon-Fri 10:00am to 7:00pm (GMT-6) CST time zone. ----------------------------------------------------------------------------------- Integration Template Name Callback Number: Integrations App/ CRM Third Party or Supported (Y/N): Issue: Steps to Reproduce / Behavior: Screenshots Attached to Case ------------------------------------------------------------------------------------------ Please post CNAM Update here for faster processing. Template UID: Case #: Phone #: CNAM: Provider: (Provider of the number that shows in SCP not RingCentral) ---------------------------------------------------------------------------------------------------