Untitled Note

10/17 CASE #:16512243 Incontact ID: 430409171293 User ID: 824357048 RC #: 4078641260 # of DLS: Caller Name: Mark Callback Number:5619292164/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ext 104-- Call forwarding -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer is logged into admin portal -- Guided customer in adding call forwarding in Ext 104 -- Test Call-- Successful - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16512608 Incontact ID:430409220710 User ID: 171046032 RC #: (816) 347-0100 # of DLS: 6 Caller Name: Dick Callback Number: 8162600369- Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Restore greeting prompt- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on auto receptionist -- Calls are going to Ext 1 -- Checked on company- greeting, verify if it is the greeting is the correct one -- Customer confirmed that it is, download the greeting and upload it to his extension -- Have to end the call to do the test call--Contact ID: 430409248979 -- Test Call - Successful-_ Customer wants to re-record the greeting -- Screen sharing- agreed -- Customer is having trouble recording the greeting; Guided customer in how to use Text to Speech -- Successfully Uploaded text to speech -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16513895 Incontact ID: 430409310006 User ID: 1765424027 RC #: 8882878880 # of DLS: Caller Name: Blaine Callback Number: 2403968342 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Porting Out- rejected -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case about port out rejected -- Address mismatch- Guided customer in how to change the address from the admin portal -- Disable Two Factor Code- Customer' s computer is very slow -- Customer was able to log in- changed company address -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16514373 Incontact ID:430409352384 User ID: 809381040 RC #: 8885072957 # of DLS: Caller Name: Baba Callback Number: 8328960879/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Issue with Phone- Call routing -- 8325534405--number involved Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer into where the number is assigned -- Customer wants to remove the external call forwarding numbers -- Guided customer in how to do it -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 6514629 Incontact ID: 430409430787 User ID: 62464984004 RC #: 2048891275 # of DLS: Caller Name: Hayley Callback Number:2048891275/ Ext 102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Wendy has retired- Retired -- Extension edit -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify- _Advised to log into admin portal -- Customer successfully updated SQA-- authenticated -- Guided customer in creating a new user -- Assigned the license from Ext 101-to Ext 103 -- Changed key press 2- to Ext 103 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430409442267 User ID:62594766031 RC #: 7603696791 # of DLS:49 Caller Name: Alex Callback Number: 9282461885 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Have 5 phones- 2 phones are not working -- Phone issue-- When Alex answered via Wireless 1 extension-- it disconnected the call from Ext 102 Provided Estimated Timeframe: Y Troubleshooting: -- Check on phone status -- 5 phones online-- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16515079 Incontact ID: 430409498840 User ID: 617236009 RC #: 430409498840 # of DLS: Caller Name: David Callback Number: 2032743806 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Susie from RC -- Number tagged as Spam -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on outbound caller ID -- All extensions are using the company number as outbound ID -- Sent email articled to avoid number being tagged as spam -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16450716 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 #: 16515708 Incontact ID: 430409548055 User ID: 62810841008 RC #: 7038225296 # of DLS: Caller Name: David Callback Number: 2408992454/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up new phones--Phone provisioning -- Provided Estimated Timeframe: Y Troubleshooting: -- Polycom VVX 310- MAC: 0004F287CDE8 -- Checked on IP address: 192. - customer is unable to get the MAC -- Advised to connect the ethernet cable on another port at the back of the modem-- No IP address -- Phone is associated to a UID: 1457877011 -- Screen sharing agreed-- Will try ICS- cant try ICS -- Phone is not getting an IP -_ Advised to contact IT admin Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16516135 Incontact ID: 430409592430 User ID: 62862313008 RC #: 2893720727 # of DLS: Caller Name: Gladwin Callback Number: 9052313807/ Ext 100 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call flow/ SMS/ CNAM Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Screen sharing agreed -- Checked call handling-- Goes to Call QUEUE ---SMS is working-- -- Guided customer in configuring the call queue -- Test Call-- Successful- Call routing is good -- Phone Provisioning- CCQ19240OMY- -- 192.168.8.197--9054275024-- Did manual provisioning -- Worked- Test Call successfully-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y (289) 372-0727-- Airfleet Limo (905) 291-4264-- Canada Trs Coach 430409781969 CASE #:16517990 Incontact ID: 430409810947 User ID: 2001924012 RC #: (805) 228-4671 # of DLS: Caller Name: Carlos Callback Number: 8054273268 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Walkthrough in adding a user -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal --Guided customer in creating a user for an unassigned extension -- Successfully created Ext 109/110 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430409798289 User ID: RC #: # of DLS: Caller Name: Gary Hudson Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ring Account- -- Misrouted -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430409810538 User ID: 62865776008 RC #: 2107567313 # of DLS: 1 Caller Name: Yuridia Callback Number: 6304785408 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 #: 16494797 Incontact ID: 430409825101 User ID: 60490839 RC #: # of DLS: Caller Name: Thomas Callback Number: 6028817101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Multiple issues -- Log in issues-- 2 pN assigned on an Ext -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked extension details, no additional number on Ext 104 -- Provided information that the another line is a free extension __ EOC -- Agreed to close the case -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 430409843867 CASE #: Incontact ID: 430409845847 User ID: 1634849027 RC #: 3102749500 # of DLS: Caller Name: Jade Callback Number: 3102749500/ Ext 4 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Caller ID issue-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Check CID- incorrectly set -- Customer requested to have it changed -- Wil send email to Level 3 for CNAM change -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 3102749500 2093532359 3102747017 3235914985 3236775549 CASE #: Incontact ID: 430409861244 User ID: 62379197023 RC #: # of DLS: Caller Name: Arousyak Callback Number: Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Port out-information -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430409874244 User ID: 56868752 RC #: 7609424525 # of DLS: Caller Name: Mike Callback Number: 7608153736/ Ext 0 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to receive calls -- Remove Call forwarding Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16478569 Incontact ID: 430409874276 User ID:746988048 RC #: (916) 710-8372/916) 486-1876 # of DLS: 56 Caller Name: Jodie Callback Number: (916) 710-8372 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone System --9166675101 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Suggested to do screen sharing- agreed -- Explained VM access -- Explain call queue handling -- Check RC phone app -EOC 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