Untitled Note

User ID: 2199775020 Customer Name: Paul Company#: 9122322791 Admin: Y/N yes Extension #: Best callback number: 9122322791 Account Verified: Y/N yes by IVR Email address: paul@rts-sav.com InContact ID: 459213747289 Issue: Extension 2574 can not see all the recordings. 2574: she has 2 numbers (912) 298-0511 and (912) 629-2574 They see the correct amount of call recodings on the admin portal and in the app (R logo), however, the RingCentral phone app does not show the right amount, and the customer can not use the app (R logo) to receive calls, because it causes a problem with the routing. Troubleshooting: - The recorded calls are shown in the admin portal for the extension affected. - Samples: 02/01/2023 2:27 PM 02/01/2023 1:43 PM 02/01/2023 11:52 AM 3 recordings - We checked and the ones that are shown in the phone app are inbound and outbound, so we discarded the possibility that it was showing just inbound or just outbound. - Since she has 2 numbers, we checked using both separately on the phone app but it showed only the same 3 calls for both numbers. Other notes: The customer could not continue the call. Please see attached screenshot of the issue. Next step; check if the RC app is uninstalled. Recap: Y/N yes Support Site provided: Y/N yes Survey Spiel: Y/N yes ------------------------------------------------------------ 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) ---------------------------------------------------------------------------------------------------