Untitled Note

For Allen | SMS issue - Assisted by Jam Case ID: 16889396 Incontact ID: 456613407081 RC#: 1 (419) 3929579 User ID: 63027538008 # of DLs: 0 Caller Name: Allen Email: allenp1972@outlook.com Callback Number: (234) 575-4027 Account Verified: yes Admin/User: admin Issue: - unable to send and receive SMS - phone number affected : 1 (234) 5754027 Troubleshooting: - upon checking, the number is not yet enabled for SMS feature - asking for supervisor on set of the call - de-escalated but customer wants to stay on the line until the issue gets resolved - don't want the call to be put on hold - create telco ticket for SMS enablement - Telco Case ID : 16889493 - about to walk thru customer to SMS campaign registration / TCR - customer refuses to fill out the TCR form - customer said that he don't have time to do all this process - set expectation that it will take 24 to 48hrs for the number to be SMS provisioned - customer is really upset with the long wait time to have the issue resolved - also said that he will file a complaint to Business Bureau - been on the call for an hour until no response from the other line - ghost spiel still no response - disconnected call - CB customer twice - incid : 456613487718 - incid : 456613495365 - was able to reach customer on 2nd CB attempt - as per the telco team : Hi, SMS enabled. However, the customer do not have it's own Campaign ID yet. Please have the customer register. - inform customer - ask the customer to log out and log in on the app before doing the test SMS - requested for CB if call gets disconnected - CB customer - incid : 456613528322 - incid : 456613534880 - was able to reach customer on 2nd CB attempt - send test SMS to customer to know if he will now be able to receive SMS - message not sent error on my end - ask to log out and log in again on the app - request for CB if gets connected - CB customer - incid : 456613553326 - incid : 456613557486 - able to reach customer on 2nd CB attempt - about to ask the customer to log in to website and/or mobile app if the issue still the same but he said that he need to take his breakfast first and he'll try it later on - request to just send him text in case of any update but still want the agent to be on the line while waiting for him - will just CB customer to continue TS Case: 16889396 Any other open case/s: N Test Reso: N CSAT spiel: N Need intervention: Y **************************************** For Matt | Port In - Assisted by Jam Case ID: 16891108 Incontact ID: 456613588689 RC#: 3192069795 User ID: 62871516008 # of DLs: 62 Caller Name: Matt Email: matth@donhummertrucking.com Callback Number: 6236881903 Account Verified: ext -102 Admin/User: admin Issue: - trying to port in numbers to RC - the number you are transferring is located on different geographical location error message - 4 of the numbers they are trying to port in are getting this error Troubleshooting: - transfer to HDL **************************************** For Hillary | Unable to send and receive fax using the fax number - Assisted by Jam Case ID: 16891654 Incontact ID: 456613605924 RC#: 1 (563) 5564060 User ID: 911142048 # of DLs: 6 Caller Name: Hillary Baker Email: hillary@henkelsbaker.com Callback Number: 5635564060 Account Verified: yes Admin/User: admin Issue: - provide case ID : 16874472 - was supposed to receive a CB yesterday but no update from our team - Troubleshooting: - created a tier 1 case - advised customer of the turnaround time - customer mentioned that she will be out of town and will not be available for CB - prefer to e-mail her for any update - check if she can forward the fax to their temporary fax number - advised customer that its not guarantee that it will work - give option to customer to do e-mail to fax - customer agreed - prefer e-mail to receive fax : office@henkelsbaker.com - sent test fax - was able to receive it on e-mail - sent e-mail to customer the article how to send fax via e-mail for reference - end of call **************************************** For Peter | SMS number - Assisted by Jam Case ID: 16892249 Incontact ID: 456613649641 RC#: 1 (786) 5223888 User ID: 62934552008 # of DLs: 1 Caller Name: Peter Email: peter@peteralexandersalon.com Callback Number: 7742702731 Account Verified: yes Admin/User: admin Issue: - wants the main number 3052342900 as the number to send and receive SMS Troubleshooting: - inform customer that he must have an option to toggle on which number he wants to use to send SMS - call disconnected - CB customer - incid : 456613732847 - ask the customer to log in using 101 ext - no option to send SMS using main number - upon checking, the operator ext is assigned to ext 1 - explain to customer - assign the operator ext to 101 - ask the customer to log out and log in using 101 ext credentials - issue remains - still showing (305) 900-6740 - ask the customer to log in on the online website - (305) 900-6740 - was able to send SMS using main number - issue resolved - password : Account#9 - **************************************** For Neil | Port Out - Assisted by Jam Case ID: 16893839 Incontact ID: 456613885936 RC#: 8507655798 User ID: 675390040 # of DLs: 5 Caller Name: Neil Email: Neil@Collinstruett.com Callback Number: 6099801772 Account Verified: yes Admin/User: admin Issue: - wanted to double check the status of the port out request - phone number : 8507655798 - customer said that's there's no error - Verizon is waiting for RC to release the number Troubleshooting: - checked cases for port out request status - checked that there is a mismatch in the company name - agent from Verizon is on the other line as well - said that they cannot submit another request with the correct info because they are waiting for somewhat a feedback or response from our team in order for the to continue to process the request - reach out to NTD for consultation - as per the representative from NTD, Verizon should reach out to them thru e-mail - customer refuses to do that and wants to talk to our porting team - advised customer that our porting team cannot accept phone calls because they are from the back office - wants to talk to supervisor **************************************** For Tiffani | Phone Ring Once - Assisted by Jam Case ID: 16895109 Incontact ID: 456614013724 RC#: 8435798787 User ID: 515107048 # of DLs: 2 Caller Name: Tiffani Email: Teamjosephrainbow@gmail.com Callback Number: 8039083075 Account Verified: yes Admin/User: admin Issue: - phone is ringing only once and nobody have the chance to pick it up - all phones affected - caller ID is showing differently Troubleshooting: - did a test call - issue resolved - ask customer to do test call - shows the number and scam likely as the CNAM - advised about the CNAM limitation - walk thru customer where to see available phone and its prices - wants to enable the single sign on option every time she logs in on the app - inform customer that SSO is only available for RingCentral MVP Premium and Ultimate accounts - ask the differences of plans/packages - end of call **************************************** For Gretchen | Deskphone - Assisted by Jam Case ID: 16895851 Incontact ID: 456614091059 RC#: 3146215454 User ID: 733904016 # of DLs: 3 Caller Name: Gretchen Email: gmyers@gmyerslaw.com Callback Number: 3146215454 Account Verified: yes Admin/User: admin Issue: - they will be closing their office - but still wants to receive calls and bring one of the phone at home Troubleshooting: - advised customer that she can bring her phone just make sure that it has a ethernet cable connected to her router - wants to know if there are phones available that doesn't need to be wired connected - provide customer wifi capable desk phones - create CIF case for bill related concern - end of call UID: 733904016 Name of the customer: Gretchen Myers Callback Number: 3146215454 Details of request or issue: Customer wants to know her monthly bill just in case she will downgrade or remove digital line on the account. CIF Case #: 16896068 AM: John Michael Santos | johnmichael.santos@ringcentral.com **************************************** For Sergey | unable to receive and send SMS - Assisted by Jam Case ID: 16896216 Incontact ID: 456614168446 RC#: 7707522222 User ID: 281459048 # of DLs: 3 Caller Name: Sergey Email: atlwillow@gmail.com Callback Number: 8507085708 Account Verified: yes Admin/User: admin Issue: - unable to receive and send SMS - affected number : (470) 374-9556 Troubleshooting: - send test SMS to the affected number - message not sent error - gather SMS sample - create telco ticket to have the number re-provisioned - telco case : 16896464 - assist customer for the TCR process - advised of the turn around time of 7 to 14 days - wants to keep all the messages - discuss the SMS data retention - no other issues - end of call sending# : (470) 374-9556 receiving# : 8507085708 date and time: 12/6/2022 2:27:58 PM sms content: sending# : (470) 374-9556 receiving# : 4123393920 date and time: sms content: sending# : (470) 374-9556 receiving# : 47090329884 date and time: sms content: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: **************************************** For | - Assisted by Jam Case ID: Incontact ID: RC#: User ID: # of DLs: Caller Name: Email: Callback Number: Account Verified: Admin/User: Issue: Troubleshooting: ****************************************