Untitled Note

01/27 63183668004-- 17376552-- New Shipping Case A-1303313-- Restocking Fee approval CASE #: Incontact ID: 458976531070 User ID: 63175948004 RC #: 2242781278 # of DLS: Caller Name: Ira Callback Number: 773) 301-5979 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Log into account -- -- 458853920712 Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into service web using email -- Customer is using a tablet, unable to do screen sharing 00 Seems like customer is unable to access the service web -_ Customer will callback as soon as he gets home Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called (215) 796-0431, 458976554378 -- Left VM, unavailable CASE #: 17377115 Incontact ID:458976583252 User ID: 1557196027 RC #: 217 528 0770 # of DLS: Caller Name: Brittany Callback Number: 217 862 5258 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Harry from lower DL- -- Transferring Call- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case details -- Transferring call to Ext 1906- Desktop App -- Ext 2000-- is the user extension that wants to add Ext 1906(call queue) for presence -- Consulted with FS- advised that feature is available in MVP premium -- Customer is frustrated, asked to close the case -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 458976583252 CASE #: 17378238 Incontact ID: 458976584491 User ID: 2039610021 RC #: 2146963082/ 2146963085/4693159112 # of DLS: Caller Name: Shawna Callback Number:2149085693/ Ext 120 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone numbers not working- -- Calls several phone numbers are not connecting Provided Estimated Timeframe: Y Troubleshooting: -- Checked account status- active -- Test Calls- routed to VM -- Advised customer my call pushed through - Advised to test the call from her end-- Still getting the error -- Checked the call log-- Calls from 2149085693, are not logged -- Customer is using ATT mobile provider- T mobile was able to push through- -- Advised we\ll monitor the issue Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17378015 Incontact ID: 458976600808 User ID: 1356985011 RC #: (864) 412-3372 # of DLS: Caller Name: Paul Callback Number: (864) 770-5647 Verified Email: Y- carl.evans@gmail.com Account Verified: Y- auth Admin/User: Y Issue: -- Faxes are not going through -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to download the app for screen sharing- agreed -- Guided customer in logging to RC app -- Customer has to reset password -- Able to log into the app -_ Showed customer that faxes were sent -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17378235 Incontact ID: 458976682362 User ID: 794717008 RC #: (310) 598-2648 # of DLS: Caller Name: Lee Callback Number:(818) 857-0516 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Enable Intercom- -- Transferred Call- As per agent caller was able to answer the mythical five q for authorization Provided Estimated Timeframe: Y Troubleshooting: -- Checked case details -- Checked phone status- not locked- -- Ext 28--Ext 18-- Test Intercom, Successful -- Added Ext 40- to do intercom with Ext 28 -- Manually enabled intercom for all extensions -- Changed names on some extensions -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 36--(323) 968-0161 10 (323) 238-2140 CASE #:17380799 Incontact ID: 458976870670 User ID: 317525023 RC #: 8184050052 # of DLS: Caller Name: Tina Callback Number: (747) 287-7060- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Teams Query Provided Estimated Timeframe: Y Troubleshooting: -- Check how many teams- -- Check information about teams on support site - _Customer is unable to find teams she created via messages -- Advised to do screen sharing-agreed -- Checked on settings of the app -- Explained that maximum team displayed on the APP is 20, customer understood -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17381384 Incontact ID: 458976954167 User ID: 63167462004 RC #: 3163300423 # of DLS: Caller Name: Crystal Callback Number:3167215055- Ext 103 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Desk phone not working- Ext 104 -- Provided Estimated Timeframe: Y Troubleshooting: -- (316) 330-0423-- Check phone status is online in admin portal and AI -- TEST CALL- went to mobile app, call log shows IP phone offline -- Advised to take IP address from phone- Acct unregistered/network available -- Advised to reboot the phone and connect to wifi- as phone is using a wifi dongle to get internet connection -- Unable to recognize Wifi dongle- Advised to use one of the working dongle -- Phone went online -_ Test Call Successful- -- Routed VM from Ext 107 to Ext 103 -- Test Call To VM Success-- Able to to access VM on Ext 103 __EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17381715 Incontact ID: 458976989947 User ID: 62481473008 RC #: 3232092643 # of DLS: Caller Name: Bryan Callback Number: (702) 540-9021- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change Prompt- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Checked call handling -- Route calls directly to Ext 101- transfer license to Ext 101 -- Change tone Ringtones, TesT Call Successful -- Checked VM set up -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 7026660355 CASE #: Incontact ID: 458977063374 User ID: 1961634020 RC #: (702) 850-2511 # of DLS: Caller Name: Kailey Callback Number: 7028502511 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Set outbound caller ID- -- 7028502511- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17382479 Incontact ID: 458977090783 User ID: 876073004 RC #:(416) 727-1614 # of DLS: 1 Caller Name: Jayson Callback Number: (416) 727-1614/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Submitted port request in- December -- 1 successful- 1 rejected -- Updated directory- with proper name -- Provided Estimated Timeframe: Y Troubleshooting: --178453023-Order number-- Case number: 16859927 -- 9053870646- number involved -- Called NTD- Advised that we are just waiting for the CSR from the losing carrier - Gave the ntd.helpdesk email to customer for follow up -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 458977130538 6106781015- CASE #: 17382837 Incontact ID: 458977140490 User ID: 323329040 RC #: 6264461529| (626) 514-2512 # of DLS: Caller Name: Kathy Callback Number: 6264461599 Verified Email: Y- mdclinic650@gmail.com Account Verified: Y- auth Admin/User: Y Issue: -- Unable to get fax -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on admin portal- fax number on acct (626) 514-2512 -- Advised customer to log in to admin portal -- Advised customer that does not have control with 6264461529 -- Test Fax- to (626) 514-2512 -- Customer found out that SPECTRUM is the provider of 6264461529 -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17382943 Incontact ID: 458977155876 User ID: 2023285021 RC #: 6194893751 # of DLS: Caller Name: Ricardo Callback Number: (619) 7363813/ Ext 982 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call handling and SMS -- From 6197362863- EXt 143 to Ext 983- 6194893751 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in as admin-success -- Guided customer on how to forward calls to Ext 983 -_ Advised customer that only calls can be forwarded but not SMS -- Customer understood -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16742868 Incontact ID: 458977166355 User ID: 62845702008 RC #: # of DLS: Caller Name: Ryan Callback Number: (805) 421-4000 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Customer gave case number 16742868 -- 8054565400 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case details -- Escalated already-- NTD says not a porting issue, was transferred to support -- Advised customer that concern has to be escalated to a higher Tier, customer understood -- Changed Outbound caller ID to 8054565400 -- Customer mentioned that he submitted TCR 6 months ago, wants to enable SMS for 8054565400 -- Advised tp to resubmit TCR-- though will request to TELCO to enable -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y (805) 456-5400-- TELCO enabling- -- 01/30 CASE #: 17395200 Incontact ID: 458978155055 User ID: 814955048 RC #: # of DLS: Caller Name: Michael Callback Number: 4804864691 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Vin- from -- Adding a license; error--Unable to update form web portal Provided Estimated Timeframe: Y Troubleshooting: -- Exceeded maximum amount of value -- Account -- Advised AM is the best person to talk to -- Customer will directly contact AM Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17395389 Incontact ID: 458978160965 User ID:1248798020 RC #: (212) 570-2067 # of DLS: Caller Name: Lisa Callback Number: (212) 570-2067 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Calls goes to after hours -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on hours of operation for Fridays -- Company hours is until 1pm only -_ Advised to log into admin portal an correct company hours -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17395754 Incontact ID: 458978180217 User ID: 62832377028 RC #: (312) 236-9200 # of DLS: Caller Name: Luke Callback Number: 3129617950 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Calls goes to straight VM -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on hours of operations -- 9-6 all good-- Customer wants to set to 24 hours -- Call handling set for 4 rings then wil go to VM -- Contacted customer on his mobile phone for testing the deskphone -- User greeting sounds like VM -- Disable user greeting -- Test Call Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17396173 Incontact ID: 458978209460 User ID: 216477018 RC #: 8778337575 # of DLS: Caller Name: Rae/ Armin Callback Number: (972) 382-7575- Ext 710/3109291030 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Transfer to ARmin -- Owner has question --9493357575-- when this number is called the external numbers are not ringing Provided Estimated Timeframe: Y Troubleshooting: -- 3109291030-9492024575-9723827575-- 3 external numbers involved -- Checked call handling, suppose to ring all at once -- Test Call for call routing-log, the external numbers are only ringing 6 seconds- -- Called one external number- 3109291030- successful -- Created Ext 758, added the external numbers on call handling and forward calls form 705 to it -- TEst Call worked, customer asked to leave the current set up, he is going to make change after workin hours -- EOC - Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17396763 Incontact ID: 458978276899 User ID: 63118162008 RC #:(659) 242-4767 # of DLS: Caller Name: Anthony Callback Number: 7138266140 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Nino- -- Phone Activation -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked phone status- not assigned -- Verify if phone is already connected to network -- Customer said that he connected the ethernet cord to his computer -- Advised to download RC app for screen sharing - -Unable to find IP address from phone- -- Assigned the phone to Ext 101- (659) 242-4767 -- Will call back as internet is down Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17326175 Incontact ID: 458978308928 User ID: 174475048 RC #: # of DLS: Caller Name: Matt Callback Number: (515) 710-9422 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: --Calling about case- 17326175 -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Check fax setting number- goes to Ext 105 --Change operator Ext 102- -- Changed fax iD for all extensions -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17397655 Incontact ID: 458978352097 User ID: 283787020 RC #: 2038104399 # of DLS: Caller Name: Andrew Callback Number: (203) 434-1765*4508747- Ext 105 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Send a fax- asking for password -- Network error -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer is logging in as Ext 105 and getting an error -- 12038104400- prepopulated number- for signing in -- Advised to log in via web portal -- Able to log in-Sent a Test Fax Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17397793 Incontact ID: 458978378350 User ID: 62944099028 RC #: (949) 954-8993 # of DLS: Caller Name: Harold Callback Number: (949) 954-8988 Verified Email: Y - harold@emortgagecapital.com/ Account Verified: Y- auth Admin/User: Y Issue: -- Change email -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Wants to change email --Checked email- apply change on Ext 101 -- harold@teamuhrich.com- new email - Email updated successfully-- -- Advised customer to log in using email -- customer reset the password and was able to log in _ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17398521 Incontact ID: 458978437243 User ID: 451959048 RC #: 6784511610 # of DLS: Caller Name: Maria Callback Number: 6784511610- Ext 101-8033732447 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Set up queue -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Advised to download the RC app for screen sharing -- Unable to download App as internet is slow -- Guided customer in creating a TTS for the greeting -- Guided customer in creating-call queue -- Test Call Successful-- -_ Called customer on her mobile phone--8033732447- -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459103603166 User ID: RC #: 7432293386 # of DLS: Caller Name: LAuren Callback Number: 240) 317-9442 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Deactivate 2FA -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into AI- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17400381 Incontact ID: 459103619723 User ID: 62976137008 RC #: 3105918122 # of DLS: Caller Name: Chris Callback Number: (323) 348-9636 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Query Paging system -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Advised to go to support.ringcentral site- - Guided customer to search for supported devices for paging -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:459103648597 User ID: 189610049 RC #: 4357543610 # of DLS: 22 Caller Name: Urry Callback Number: (435) 754-3610/ Ext 3610 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone factory password -- Ext 3606-- (435) 754-3606 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17400800 Incontact ID: 459103660963 User ID: 1019751011 RC #: 6166995099 # of DLS: Caller Name: Suzzane Callback Number: 416) 727-5237- Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Porting In- Issue -- 8669645182/ 8669645184 Provided Estimated Timeframe: Y Troubleshooting: -- advised to log into admin portal -- Guided customer in how to to submit porting request for Toll Free number -- Customer mentioned she wants to replace the local with TFN -- Consulted with FS, was advised that TFN cant be linked with licensed extension -- Customer mentioned that there was a confusion about adding the line- The two local number are not required -- Will deal with it later, processed 48640010 -- EOC- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17401274 Incontact ID: 459103735286 User ID: 63188722004 RC #: 6029625901 # of DLS: Caller Name: Lizandra Callback Number: (775) 636-2582 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Wants to remove the address on fax -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Guided customer in removing the address under fax settings of admin portal - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:459103745293 User ID: 186249050 RC #: # of DLS: Caller Name: Eric Callback Number: 8106234999 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Compatible Device-inquiry -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into account -- Spec Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17401522 Incontact ID: 459103743017 User ID: 1854476021 RC #: 6314470007 # of DLS: Caller Name: Bruce Callback Number: (212) 300-7428/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call handling- Add an external number to ring simultaneously -- Provided Estimated Timeframe: Y Troubleshooting: -- logged into admin portal -- Added (212) 300-7428 as a call forwarding number which will simultaneously -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:459103756104 User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- App installation -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to go to apps.ringcentral.com -- Advised to check what is the OS of the tablet he is using -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17401860 Incontact ID: 459103771448 User ID: 66368418 RC #: 8667994512 # of DLS: Caller Name: Traci Callback Number: (615) 636-2520 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Send a Fax - error message 340 -- Unable to send FAx -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked fax logs- no fax received from number ending in 2391- -- Test Fax from my end worked -_ Advised to contact - fax provider -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17402071 Incontact ID: 459103794792 User ID: 1835622020 RC #: 2035332346 # of DLS: Caller Name: Mark Callback Number: (860) 268-5612 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- 911 Address-- update -- Ext 4136285163 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advise to log into admin portal -- 413) 207-6083-- Phone number involved -- Guided customer in updating the address via phones and device-- edit location -- TEST Call worked -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17401042 Incontact ID: 459103823699 User ID: 63097163008 RC #: (604) 259-6260 # of DLS: Caller Name: Vicnent Callback Number: 6044463854 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone provisioning -- Transferred call -- Provided Estimated Timeframe: Y Troubleshooting: -- 0004F27AAD6C is the correct MAC -- Checked IP: 192.168.1.139 -- Advised to do screen sharing- agreed- -unable to do screen share due to computer security restriction -- Access GUI: was able to proceed with screen sharing-- -- Updated firmware- Phone got registered and went online -- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 01/31 CASE #:17409641 Incontact ID: 459104170213 User ID: 580084040 RC #: 7189871931 # of DLS: Caller Name: Jamey Callback Number: 3473085866/ 9173018026-- Ext 251 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Main number- goes to Call queue -- Calls are dropped and call quality is bad(garbled) -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to access admin portal from my end and on customer's -- Offered callback Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459104215345 User ID: (718) 889-3717 RC #: 7188893717 # of DLS: Caller Name: Evron Callback Number: 3472623823 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Issue with RC- unable to sign in -- Unable to receive--calls as users are unable to sign into the app Provided Estimated Timeframe: Y Troubleshooting: -- Getting an error an mess -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459104350499 User ID: 377942040 RC #: (626) 655-8463| # of DLS: Caller Name: Ruth Callback Number: (626) 655-8463/3459735- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Call forwarding not working-- -- Disable call forwarding number -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to access the service web from my end -- Advised customer to access it form their end-- getting the same error message -- Advised customer of the outage -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 02/02 CASE #: 17440249 Incontact ID: 459214173999 User ID: 397597023 RC #: 7082515069/(866) 447-3344 # of DLS: Caller Name: Stacey Chauncey Callback Number: 2483881911- Ext Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Call forwarding- wants the calls to go to her extension -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Customer does not remember the password -_ Advised to change password by clicking forgot password form service web log in -- Customer was able to change the password- and able to log in -- Guided customer in configuring the call handling setting -_ Changed the external numbers where calls are forwarded by customer -- Customer changed user details for 101-Changed audio tones -- Test Call -_ Successful -- Guided customer in how to check VMs form the app -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459214259804 User ID: 63210361004 RC #: (646) 777-2401 # of DLS: Caller Name: James Callback Number: 9177150583 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Mark form Implementations- -- Provisioning a phone from RC -- 0004F238B35F Provided Estimated Timeframe: Y Troubleshooting: -- Advised to try the default passwords for polycom -- Call got Disconnected-- Called the customer 9177150583 left VM -- 459214281157-- Called : left VM-- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 859 CASE #: 17442122 Incontact ID: 459214275523 User ID: 64073651 RC #: 8884216181 # of DLS: Caller Name: Bernard Callback Number: (310) 463-6303 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- RingCentral Number not working -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Payment Issue -_ Advised customer to update card info -_ Assisted customer in updating payment CC-- masked the call -- Getting an error message- from my end -- Advised customer to do it from their end -- Customer got frustrated and asked for a callback-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- 2219 Coral Point Dr; -- 33990; 2219 Coral Point Dr. -- 4737029167252577- 241 CASE #:17442752 Incontact ID: 459214341035 User ID: 1254769020 RC #: 9045678613 # of DLS: 8 Caller Name: Nick Callback Number: 9045678613- Ext 2224 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Assigning the phone to extension -- Ext 2217 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in how to assign a phone to an extension- Phone went online -- Answered question about the log in credentials for the app -- Guided customer in how to change a password for an extension -- Customer set up the presence from their end __ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17442476 Incontact ID: 459214463840 User ID: 2376625036 RC #: 7038655793 # of DLS: Caller Name: Jim Callback Number: 7038655793 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Wants to talk to AM to remove licenses -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer is frustrated that he was not able to contact his AM -- Advised by FS to message AM and send an email to her as well -- Provided information to customer -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17444436 Incontact ID: 459214490054 User ID: 994488019 RC #: 8883031969 # of DLS: Caller Name: Carl Callback Number: 7165364343- Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- -- Number is not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Check on account status- NO issue with billing -- Test Call for routing- IVR prompt not configured -- Advised to log into admin portal -- Guided customer in configuring the IVR prompt -- TEst call successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17444609 Incontact ID: 459214491235 User ID: 293467031 RC #: 8327301905 # of DLS: Caller Name: JD - Muhammad Callback Number: 8327301905- Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone System is not working- Bad request on admin portal access -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Checked call handling goest to Ext 101 then gets forwarded to external number -- Test Call--8327301905- Tammy --459214517003 Got Tammy -- Customer's test call it successful-- from their end -- Advised to log into incognito- able to access web portal successfully -_ Customer has issue with Meetings where users that are logged into the same extension is getting kicked out -- Case has been closed --17360655 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17357703 Incontact ID: 459214583020 User ID: 3535125020 RC #:8885023379 # of DLS: Caller Name: Debrah Callback Number: 8885023379- Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Lyka from Implex- transferred call -- Numbers that was ported in- Cancelled -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on cases- 17357703 -- Received an email- saying the port in has been cancelled -- Email is found on the case 17357703 -- Customer put me on hold to answer the call -- Provided information that order was resubmitted by porting team and classified the numbers according to appropriate Account numbers -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17445628 Incontact ID: 459214585090 User ID: 63163496004 RC #: 7718882222 # of DLS: Caller Name: Reza Callback Number: (7718882222 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Forgot Password -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in changing the password by clicking the forgot password and was able to log in -- Guided customer in setting up SQA -- Changed the SQA for the customer -- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- 1212Abadan 133900 Gholam 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 #:17446312 Incontact ID: 459214651975 User ID: 62940533008 RC #:8185592400 # of DLS: Caller Name: Mary Callback Number: 8185592400/ 8184005222 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- SMS inquiry; -- Wants to use the main number as the number to text from by default -- Provided Estimated Timeframe: Y Troubleshooting: -- Consulted FS if it is possible; advised to swap DID with main number -- Customer agreed --Main Number changed from (818) 559-2400 to 1 (818) 559-2404 --Called 8184005222-- 459214651975 -- Test SMS worked -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17446726 Incontact ID: 459214675277 User ID: 56425176 RC #: 8283934228 # of DLS: Caller Name: Hilton Callback Number: (828) 329-9730- Ext 0 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone is phantom calling people -- Ext 1 - Calling people randomly-- Provided Estimated Timeframe: Y Troubleshooting: -- Sample number that EXt 1 called --8287791009 -- Consulted with FS on what could be the issue -- Advised to factory- reset and re provision --Customer will have to callback as he is not on the location, agreed to close case -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17446915 Incontact ID: 459214709597 User ID: 63030473028 RC #: (678) 528-1123 # of DLS: 6 Caller Name: Tyrone Callback Number: (678) 528-1123 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Ported in a number- Set it up to a call group -- Rename the new number Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Renamed the number, LXRY AUTO PRTNR, customer is ok with it- - Sent a snip of the name of number -- Created a call queue for -- (470) 276-6974(assigned to auto receptionist)-Luxury Auto Partners -- Created a custom rule- for the new number -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459214742222 User ID: 63177821004 RC #: 7327097011 # of DLS: 1 Caller Name: Robert Callback Number: 6096088053 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Substitute caller ID -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Guided customer to change SQA -- Call got DC while customer is applying the changes Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17445473 Incontact ID: 459214769157 User ID:187026050 RC #: 9099311777 # of DLS: Caller Name: Mark Callback Number: 9497023557-_ Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- POrt in number- -- Activate Phones -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer was talking to an agent trying to provisio -- Checked on account- Spectrum Business -- Gave to customer 800-314-7195 -- Asked customer - to set up yealink-phone first- -- 192.168.1.11-- Screen sharing agreed--805E0C9C5B08 -- Factory reset Phone- Assisted provisioning does not work -- Manually provisioned phone successfully- 9099310828 --- Callback set - 9am PST -- Phone provisioning- CBR: 9092395899- Nicole- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17104517 Incontact ID: 459214818847 User ID: 426831004 RC #: 8088923446 # of DLS: Caller Name: Suzanne Callback Number: 8083838594- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS issues for months -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer already submitted TCR -- numbers are already enabled-17314676 for SMS but most of the messages are still failing-- -- Tried sending an SMS, customer received it. . -- Asked customer to send a screenshot of the error Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 02/03 CASE #:17452821 Incontact ID: 459215119754 User ID: 800077040 RC #:6146120062 # of DLS: Caller Name: Sergey Callback Number: (614)4040154 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call Routing- Get busy signal -- Was talking to an agent earlier thought the issue has been resolved Provided Estimated Timeframe: Y Troubleshooting: -- Checked for previous case for TS -- TesT Call for log check-_ Customer took the call -- Customer asked to do a test call 5 times -- On ther 3rd test call customer asked to call his mobile number forwarding calls to RC -- Customer advised me to call - (614)4040154; got a busy signal -- Advised customer if he can ask someone to call their main number which is not from ATT -- My test call from personal number worked-- -- Customer called the direct number- (614) 682-6888, worked 4 out of 6 -- Advised to call my direct number-- worked -_ Advised customer issue is with routing with their mobile provider -- Advised to monitor- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17453516 Incontact ID: 459215160636 User ID: 1482329021 RC #: 5123278500 # of DLS: Caller Name: Sheryl Callback Number: (512) 221-5405/ Ext 102 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Not in the office for 3 days; -- Did not receive any SMS -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on SMS logs -- There are couple of sms messages that were sent to the number- both main and direct number -- Customer mentioned she usually received the text on her DID-(512) 580-3854 -- Advised customer customer to log in to browser app -- Screen sharing suggested-- Call got disconnected -- Called customer back (512) 221-5405-- 459215191867, left VM -- Called 512) 580-3854; 459215194106-- Left VM- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17301492 Incontact ID: 459215189132 User ID: 365098048 RC #: (614) 689-0085 # of DLS: Caller Name: Chris Callback Number: 3303451097 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS issue- unable to send -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Text from direct line-- 6146890085 is not working- -- Unable to receive/send SMS -_ Sent a test sms- message not sennt-- number is enabled for SMS -- Customer mentioned there are direct numbers that are unable to use SMS -- Consulted FS; advised to download TCR -- Advised customer to download TCR and submit it Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459215253368 User ID: RC #:9043863448| # of DLS: Caller Name: Steven Callback Number: (352) 514-2984 Verified Email: Y-- schragers76@gmail.com Account Verified: Y- Admin/User: Y Issue: -- Retrieve a call was not recorded- 02/01 7:55 PM -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to to pull up an acct using the email or phone numbers provided by customer -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459215308770 User ID: RC #: 8882573334- 8667745986 # of DLS: Caller Name: Julia Callback Number: (229) 344-1090 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 #: 17455610 Incontact ID: 459215313170 User ID: 1662215027 RC #: 6263082800 # of DLS: Caller Name:Jeremy Callback Number: 6263082800- Ext Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Admin password- -- Ext 8001- (626) 380-2566 -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on AI- (626) 380-2566 -- Provided info required taken from AI-- admn"instanceID"pwd -_ Will create CIF for AM to collect the passwords for phone access -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 17455694 brian.wiktorski@ringcentral.com 01023 CASE #: 17455819 Incontact ID: 459215344450 User ID: 63098201008 RC #: 2892100757 # of DLS: Caller Name: Ehsan Callback Number: (647) 285-6088- Ext 900 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Need to port in- numbers -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to submit a port in order -- Customer mapped the numbers -- -_ Advised customer not to put a dash for acct number -- Customer was able to successfully- 49411009 Order number -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17457357 Incontact ID: 459215474181 User ID: 266370049 RC #: 6467777247 # of DLS: Caller Name: Ezra Callback Number: (212) 891-2711- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up - of the account -- SMS query- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Explained the numbers involved -- Enabled desktop and mobile app on Ext 1 -- Test SMS worked- -- Changed user hours of operation for both Eztensions -- Guided customer in changing after hours for Ext1 -- Guided customer in uploading custom VM -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17457660 Incontact ID: 459215506496 User ID: 63013137028 RC #: 9564138787 # of DLS: Caller Name: Abby Callback Number: (956) 450-9648- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Moved Offices- Does not have ethernet port at the wall -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Advised customer to download the desktop app for screen sharing(customer agreed) -- Enabled ICS for MAC- guided customer in enabling as screen sharing does not seem to work -- Retried to screen share- Able to access screen share -- Ethernet has a bad IP-- ICS is activated already -_ Advised to contact their IT , customer understood -_ Case left open- Gave case number to customer - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459339547909 User ID: (720) 319-9301 RC #: 3035786860 # of DLS: 1 Caller Name: Steven Callback Number: 7203199301- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- SMS- Submitted TCR Provided Estimated Timeframe: Y Troubleshooting: -- Checked TCR status, submitted 2 days ago -- Provided info that ETA for TCR is 20-25 days, customer understood EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17458202 Incontact ID: 459339558190 User ID: 2436777036 RC #: 8479678430 # of DLS: Caller Name: Mary Callback Number: 847) 612-5422- Ext 7015 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Conference Calling -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal to check billing- -- Gave AMs email address -- Guided customer from admin portal in checking the conference codes for extentions -- Guide customer in changing password Ext 7011-- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17458756 Incontact ID: 459339591357 User ID: 653601009 RC #: (707) 473-2584 # of DLS: Caller Name: Liza Callback Number: 7078626375 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ram from Billing -- Updating the CC- Account is suspended -- Provided Estimated Timeframe: Y Troubleshooting: -- Agent mentioned that the email for updating the password is not received by the customer -- Change password from AI manually-- -- Advised customer to log in to service web -- Disable 2FA for 1hour-- -- Customer is able to see update payment info -- Advised customer in updating it from their end -- Account got reinstated -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Diego Villalobos CASE #: 17458895 Incontact ID: 459339626392 User ID: 62844693031 RC #: 2257883370 # of DLS: Caller Name: Jill Callback Number:2257883370- Ext 103 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Add phone number -- Add a local number- -- Add a toll-free number- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- 985) 256-5660-_ Wants to change to 225 area code- -- Customer wants to create a totally new account -- Transferred the call to AM Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17459310 Incontact ID: 459339669350 User ID: 550065017 RC #: (678) 710-3436/3425 # of DLS:2 Caller Name: Jennifer Callback Number:(678) 710-3436-_ Ext 76 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up fax notification- add email address -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Checked where faxes are going to -- Added 2 email address for notification -- Test fax; notifications received -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y j CASE #:17459729 Incontact ID: 459339686784 User ID: 181353028 RC #: # of DLS: 4 Caller Name: Joey Callback Number: 2053175919 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Issues with phones -- Ringing at the same time Ext 104; 101; -- 3029743687 -- Provided Estimated Timeframe: Y Troubleshooting: -- --Numbers which appears on the call log of the phone itself 3029743812; 3029743687 -- The numbers are not logged in call history -- Called (205) 358-8723- Goes to IVr - One Cordless phone is working fine -- Change regional settings- to Central ST -- 68.190.26.37-- 68.192.26.67 ip Address of cordless phone-- Connected to a 3rd party switch -- Advised customer to connect the bases of the 2 deivces that keep on ringing on their apple device that has ethernet ports -- The ringing stopped, aDVISD customer that the issue on the 3rd party swtich -- Customer understood, EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17446998 Incontact ID: 459339734769 User ID: 2395571036 RC #:(425) 222-5900 # of DLS: Caller Name: Damon Callback Number: 2067075777 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Checking on order status -- Provided Estimated Timeframe: Y Troubleshooting: -- Customer was expecting phone to be received -- Checked for shipping cases- -- Guided from the admin portal to check on status from billing tab and device order -- Anytime: Callback requested on Monday -- Customer is very frustrated- 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 02/06 CASE #: 17469303 Incontact ID: 459340670328 User ID: 229215023 RC #: 2482376377 # of DLS: Caller Name: Greg Callback Number: 2487909772- Ext 106 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Enable ICS -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked document on enabling ICS -- Guided customer in enabling ICS -- Customer is unable to enable-- Advised to do screen sharing -- Was able to share screen, tried enabling ICS -_ Consulted -- Advised to contact an IP or contact apple for support -- Unable to select ethernet to be shared Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y POD 19: CASE #: 17469964 Incontact ID: 459340734306 User ID: 704565040 RC #: 9549796730 # of DLS: 8 Caller Name: Liliana Callback Number: 9549796730- Ext 104 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change password -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Getting error- Code 113 -- Advised customer of the outage Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17470927 Incontact ID: 459340753129 User ID: 1258569021 RC #: 5408988873 # of DLS: Caller Name: Michael Callback Number: (410) 303-9011- Ext 105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone provisioning -- -- Provided Estimated Timeframe: Y Troubleshooting: -- CISCO- CP-8851- CC79D7542BB6 -- Ext 105-- (804) 486-7261- IP: 192.168.1.73 __ Advised to do screen sharing -- Unable to do assisted provisioning -- Tried Manual Provisioning- Did not work either -- Factory Reset- Manual provisioning Worked -- Test Call Success- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y FCH26393JBH CASE #: 17471331 Incontact ID: 459340836038 User ID: 2378038020 RC #: 6122300559 # of DLS: Caller Name: Keith Callback Number:6122300559- Ext 104 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Record all calls- Not recording incoming -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked on Extension to record -- Advised customer to enable call queue to record for inbound -- Guided customer in changing password for call queue ext 1, customer changed the PIN as well -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17471369 Incontact ID: 459340872956 User ID: 685716048 RC #: # of DLS: Caller Name: Dillon Callback Number: (217) 560-7323 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Jam- Transferred Call -- Ext 8617 -- Outbound Caller ID- Provided Estimated Timeframe: Y Troubleshooting: -- 8153060250 - not allowed for Outbound caller ID use -- Assigned 8153060250 as auto receptionist -- Advised customer to check on Ext 8617- as outbound ID -- Corrected issue- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:459340879365 User ID: 514139018 RC #: 9096870681 # of DLS: 26 Caller Name: Tim Callback Number:9096870681_ Ext 120 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Check TCR- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on status-- -- Possible way to expedite -- Advised that TCR is pre-approved- Wants to be expedited- -- Transfer (909) 346-1534- to Ext 414 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459340980893 User ID: 62721136007 RC #: # of DLS: 11 Caller Name: Matt Callback Number: 9105389366 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Change PIN -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer to change PIN from users- VM- Change pIN -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17473446 Incontact ID: 459341013642 User ID: 291863049 RC #: 8335354673 # of DLS: Caller Name: William Callback Number: 7042881011- Ext 101- Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Lines are not working -- Ext 400s- are down- -- Error - Account Unregistered Provided Estimated Timeframe: Y Troubleshooting: -- Check IP address on Ext 401- 192.168.1.141 -- Phones are showing offline- -- Advised to do screen sharing- from where the phones at -- Unable to do screen sharing from customer as there is a strict security setting on the computer and customer on location is not that Tech Savvy -- Advised customer that security settings- for the network are tight or there could be a problem with their network -- Computer has a different IP than what the phone is getting -- Advised customer that phone and computer must be on the same network -- Customer gave instructions to the person on location to check the connection -- As per customer, ISP is down and not working-- -_ Customer called their ISP -_ Call got Disconnected-- Called 7042881011- Ext 101-459341176358 -- Able to contact customer back-customer put me on hold -- Call got disconnected-_ Called back -459341194142 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y BOZYL0VE CASE #: Incontact ID: 459341214999 User ID: 3522711020 RC #: 8479083081 # of DLS: Caller Name: Gail Callback Number: (847) 721-3687- Ext 201 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- TCR Status Form- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17475918 Incontact ID: 459341239074 User ID: 1800661010 RC #: (619) 786-1934 # of DLS: Caller Name: Jonathan Callback Number: (619) 786-1934 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to get Phone calls- from -- Card is all good as per bank -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked billing from admin portal -- Amount has been pulled out from CC -- Test Call worked -- CC account, tagged case accordingly Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17476289 Incontact ID: 459341271187 User ID: 1329709021 RC #: (508) 655-3307 # of DLS: 11 Caller Name: Andrew Callback Number: 7748556831 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Provisioning- Re assign a phone -- Ext 111- will move to Ext 115 -- Provided Estimated Timeframe: Y Troubleshooting: -_ Advised to log into admin porta; -- Ext 111- 64167F4A88C6- assigned to Ext 115 -- 617) 379-3483-- assign to inventory- -- Guided customer in changing the phone on Ext 111 and use the app - Checked cable connection of the phone -- Phone went online -- -- Test Call- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17476563 Incontact ID: 459341297295 User ID: 441730023 RC #:3018417551 # of DLS: Caller Name: Arlyn Callback Number: 3018417551 Ext 500 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ext 20279- 109 -- Change Ext Number -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in checking call handling -- Guided customer in changing the extension number from 20279 to 109 -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17476775 Incontact ID: 459341323209 User ID: 3364469020 RC #: (949) 835-0160 # of DLS: Caller Name: Marco Callback Number: 9495081013 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Janice from Sales -- Phone Issue- Unregistered -- P Provided Estimated Timeframe: Y Troubleshooting: -- Ext 137- (949) 835-0160-- Extension in issue wherein device keeps on rebooting -- Customer already Replaced the cords- changed ports where the ethernet is connected to -- Customer edited user details-- Advised to monitor and will be discussed during the callback -- Ext 124- Issues with Microsoft outlook being integrated with the App- unable to sync -- Advised customer to recreate the extension but declined since it may cause issue with extension user -- Requested callback on Feb. 10- at 9am PST -- Endorsed to ORT Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y February 10- 9an PST 9495081013 - CASE #: 17476956 Incontact ID: 459341330411 User ID: 63177089004 RC #: 5047085666 # of DLS: Caller Name: Burton Callback Number: 5046287090 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Porting Issues -- Call Handling Issues Provided Estimated Timeframe: Y Troubleshooting: -- (504) 391-7200 Newly ported number -- Advised to log into admin portal -- Checked on call handling -- Guided customer in how to upload a customized greeting prompt and upload it -- Advised to do a test Call -- Successful-- Created a VM only extension -- Guided customer in the upload prompt-- Test Call Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y "Sender: 32858 Receiver: 5106621393 Date and Time: 02/06- 9:03 am Behavior: Inbound Expected Behavior: Shoulf be recived SMS Logs:" Screen shot attached 02/09 CASE #: 17506991 Incontact ID: 459606564432 User ID: 424237048 RC #: (516) 277-5599 # of DLS: Caller Name: Ralph Callback Number: 5162775084 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Received 2 OBI- not provisioned -- Needs assistance to activated it Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Ext 5408- 5162775408- 9CADEF47BAB6 -- Advised to get the ATA device IP Address as the device is not auto provisioning- Wil have to access GUI to update server- -- Customer put me on hold; Been on hold for 5minutes-- -- Delivered ghost spiel Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- Called 424237048- Inc: 459606611184 -- Requested callback 2pm EST -_ Provided info on how tp get IP address from ATA device -_ Endorsed to ORT CASE #: 17507675 Incontact ID: 459606624526 User ID: 63222268004 RC #: 3214186384 # of DLS: Caller Name: Mai Callback Number: (407) 498-5393 Verified Email: Y--maygchl2509@gmail.com Account Verified: Y- auth Admin/User: Y Issue: -- Unable to sign into acct --Saying acct is disabled -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on acct status- Active -- Advised customer to use the maygchl2509@gmail.com, email -- Unable to received the link for password change - -Manually changed password in AI- -- Able to log in- advised to change the password -- Able to log in with personalized password - Customer will callback for further testing Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17476063 Incontact ID: 459606655712 User ID: 298754040 RC #: 8632254126 # of DLS: 10 Caller Name: Robert Callback Number: 8632254126- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Returning a phone- from Abby -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked the porting case--17472535 -- Confirmed the issue is about porting -- Customer just recently ported out the numbers and does not have the bill yet -- Called NTD, advised to ask for CSR from the losing carrier- -- Guided customer in how to process from Admin Portal; advised to get CSR and upload it later -- Customer will have to call back - Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17508089 Incontact ID: 459606692730 User ID: 1628577013 RC #: 323 813 6218 # of DLS: Caller Name: Deborah Callback Number: :(323) 899-1812 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Francisco- Phone Provisioning -- Wants to assign 2 phones on one extension -- Provided Estimated Timeframe: Y Troubleshooting: -- provisioning Yealink T53W SN: A05E0C4D06AC5, ext 1 > (323) 454-2962 -- Advised to log into admin portal -- Guided customer in how to add- a phone-- Will contact owner if they can purchase an added license -- Customer wants to assign this phone Yealink T53W SN: 805E0C9E9215 to Ext 5-(323) 284-4888 -- Guided customer in how to replace the phone on Ext 5 --- Check IP: 192.168.1.84- Screen sharing agreed-Sent email link for meeting -- Accessed GUI- update provisioning server -- Went online- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Serial Number: 001565FD6238 CASE #:17509134 Incontact ID: 459606754888 User ID: 63021659028 RC #: 9546660401 # of DLS: Caller Name: CJ Callback Number: (954) 6176109- Ext 149 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Provisioning- Yealink- -- Needs help in provisioning an extension and will do the rest- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Ext 10132-(786) 348-2751 MAC: 0004F2899B39 -- IP : 192.9.100.105-- Boot Loop- -- Advised to factory reset phone -- Screen sharing agreed-- Customer provisioned the phone to the other provider -- Provisioning counter is increasing but not Provisioning Server -- Updated Firmware Version- -- Will Leave the case open Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y tracert sip.ringcentral.com - CASE #: 17511698 Incontact ID: 459606971602 User ID:62913576008 RC #: 2106157600 # of DLS: Caller Name: Keisha Callback Number: 2103768693- Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Issue with Interne phones are constantly down- Set a greeting -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal 2106157600-9567225200 -- Checked call handling- -- Guided customer in how to enable forward all calls to a different site -- Test Call- -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17511839 Incontact ID: 459606971280 User ID: 63200526004 RC #: 8002811931 # of DLS: Caller Name: Deandre Callback Number: (786) 420-8774 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to send SMS -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal and the TCR site -- Answered question about the approval of TCR- set expectations of 20-25 days -- Sent a sample TCR- -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17512348 Incontact ID: 459607005126 User ID: 63232382004 RC #: 6156148300 # of DLS: Caller Name: Kelli Callback Number: (615) 969-5354- Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Using RingCentral- App -- Added an Ext -- SMS is not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Set security question -- Informed that SMS is not enabled on Trial Acct -- Guided customer in downloading the TCR, Advised customer to submit TCR -- Sent Sample TCR -- Answered question about licenses- Customer is frustrated about having to purchase licenses -- Guided customer in creating a call queue -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459607059001 User ID: 488408016 RC #: # of DLS: Caller Name: Jim Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call Forwarding- to mobile -- Unable to hear anybody- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 459607067997 6106781015 CASE #: Incontact ID: 459607067997 User ID: RC #: # of DLS: Caller Name: Callback Number: (412) 385-8745 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 #: 17513294 Incontact ID: 459607087760 User ID: 718721009 RC #: (949) 889-0524 # of DLS: Caller Name: Kaye Callback Number: 9496088461 Verified Email: Y- Account Verified: Y- auth Admin/User: Y Issue: -- Sheldon from Billing -- Change the email address -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Checked on the extension- Kay@JasonTurnerLaw.com -- 197377026- Kay@JasonTurnerLaw.com-- is associated to the UID -- Changed the email from Ext 104 on UID: 197377026-- Kay was able to authenticate -- Set the Kay@JasonTurnerLaw.com as email for Ext 102 on UID: 718721009 -- Sent welcome email-- Advised customer to activate extension -- Able to set -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y kay@jasonturnerlaw.com CASE #: 17513383 Incontact ID: 459607093834 User ID: 2523544020 RC #: 2027936192 # of DLS: Caller Name: Karen Callback Number: 2027936192- Ext 6192 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Set up an account- with email -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to log into admin portal --7036657431, number in question --- Advised to create an extension for the number --- Ext 17431- (703) 665-7431 -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17511388 Incontact ID: 459607112464 User ID: 62321796008 RC #: 8324046039 # of DLS: Caller Name: Bilyana Callback Number: Ext 127 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- SMS issue- on and off problem -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on acct if TCR has already been submitted--- TCR is approved Extensions involved with messaging not sent -- Ext 67516--(832) 916-2425| Ext 67531- (832) 919-8485| Ext 646- (713) 987-3349 -- Ext 515- (832) 413-4341| Ext 8616- (470) 481-3964| Ext 54259- (281) 407-5882 -- Ext 14027- (210) 996-2763| (470) 464-8924- Ext 82611 -- Ext 4465- (706) 434-8932| Ext 693- (470) 401-0724| Ext 9303- (470) 481-3929 -- Ext 1266- (470) 851-3165- -- Message not sent error-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17513617 Incontact ID: 459607150737 User ID: 1970662020 RC #: 6125675522 # of DLS: Caller Name: Moses Callback Number:6124994678 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Provisioning Issue- -- Time is incorrect-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on phone-- online -- Checked on time zone- correct -- Customer is asking for GUI password as he knows what needs to be to be done -- Gave password, customer changed timezone -_ Time updated - Added extension as part of call queue -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17513902 Incontact ID: 459607154824 User ID: 62934328008 RC #: 9152608675 # of DLS: Caller Name: Victor Callback Number: 9154433926 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Faxing- 9152608675 -- ATA device provisioning- Outbound ID -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in changing outbound faxes number number -- Advised customer that he has to purchase a license- -- Customer wants to remove the ATA device from Ext 1 -- Customer needs the phone line -- Guided customer in assigning Ext 1 to RC app -- Correct company handling -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 9152283080 9152260076 CASE #: 17514041 Incontact ID: 459607174239 User ID: 63210993004 RC #: 3526639079 # of DLS: Caller Name: Marcel Callback Number: (205) 936-9194 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Provisioning- -- Onboarding - Account Set up -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Screen sharing agreed- Guided customer in activating unassigned extensions -- Customer was able to activate the extensions -- Unassigned phone on Ext 101- -- Checked outbound CAller ID -- Created a call queue - routed the company call to queue -- Set company hours-- Corrected Call Queue -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 459607200157 CASE #: Incontact ID: 459607215057 User ID: 62348044023 RC #: 6692715425 # of DLS: Caller Name: Ellie Callback Number: Verified Email: Y- ellie@lawrencejeongcpa.com Account Verified: Y- auth Admin/User: Y Issue: -- Sign in to app-Unable to receive password reset email -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify SQA -- Advised to contact super admin -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 02/10 CASE #: 17519334 Incontact ID: 459607494880 User ID: 63044151008 RC #: 8038306246 # of DLS: 1 Caller Name: Shay Callback Number: (803) 767-8160 Verified Email: Y Account Verified: Y- atuh Admin/User: Y Issue: -- Access VM- Only -- -- Provided Estimated Timeframe: Y Troubleshooting: -- advised to log into admin portal -- Checked on call handling for Ext 101 -- VM goes to Ext 101-- Customer wants it to got to her Extension -- set VM to go to Ext 101 -_ TEst Call-_ Success Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17519541 Incontact ID: 459607525206 User ID: 63198577004 RC #: 8595541880 # of DLS: 3127660390 Caller Name: Michael Callback Number: (859) 9632325 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Po