Untitled Note

10/24 CASE #: 16575560 Incontact ID:430741773751 User ID:62843832008 RC #: 4844603794 # of DLS: Caller Name: Abe Callback Number: 8883743712 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Credentials in use error -- -- Provided Estimated Timeframe: Y Troubleshooting: -- checked the log in customer is using saul@levitfamilylaw.com -- Associated to an old acct- 3845995020 -- Removed email from free acct -- Able to log in n succesfully Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16573985 Incontact ID:430741784628 User ID:142107041 RC #: 3219729421 # of DLS:328368 Caller Name: Adrian Callback Number: 3217541219/ Ext 219/ 4075925632 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Call queue issue-- Unable to forward calls to anyone -- When on phone - Extension is unable to receive a call -- Ext 368- 3219729421 Provided Estimated Timeframe: Y Troubleshooting: -- Checked extension and call queue -- Provided information that a user cant receive an additional call if she is indeed engaged to it-- -- Checked call handling-- Enable custom rule on Call Queue Ext 17-- Extension was able to take the call -- Set Caller ID number as call information displayed -- Test Call Successful- Number and name appears on the incoming call -- Wants to add member of the call queue -- Added 8 members as per Amber Parr- Ext 235 -- Test Call Successful--Will stick with current set up of multiple members Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16576777 Incontact ID:430741870180 User ID:339272048 RC #: 8014130123 # of DLS:29 Caller Name: Alexandra Callback Number: 8017178413- Ext 101/ Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- One way audio-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to authenticate- --Advised to log into admin portal- Guided customer in changing the SQA -- Speed test 70mbps/ 90mbps/Ping 7ms -- Customer is using both the mobile and desktop app-- No QOS issue- -- Screen sharing agreed- disclaimer declared -- Checked App settings- Use RC app to make calls -- Advised about the known issue on the latest version of IOS -- Advised to use the desktop version -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16577590 Incontact ID:430741952651 User ID: 3050087020 RC #: 5197477766 # of DLS: 1 Caller Name: Bruno Callback Number: 5192411969/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Setting a desk-phone-- -- Polycom VVX 250 Business IP Phone-- 482567020F10 Provided Estimated Timeframe: Y Troubleshooting: -- Desk phone does not have a license attached to it -- Explained to customer that a license is required to activate the phone -- Customer asked if he could get a discount since adding a new line -- Referred to AM- created CIF case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16577590- jose.bernabe@ringcentral.com CASE #:16577711 Incontact ID: 430741967843 User ID:1670587027 RC #: 8602319535 # of DLS: 7 Caller Name: Michael Callback Number: 8602319535 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone is not working -- Ext 116-- (860) 438-6932 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to check IP address- IPV4: no present -- Advised to connect the phone directly to modem -- Not getting an IP address- still -- Checked cable connection-- -- Customer connected it via wifi, went online -- Advised customer that issue is with network not getting IP when hardwired -- Advised to contact an IT admin Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742029412 User ID:784889040 RC #: 5038784446 # of DLS: 24 Caller Name: Seth Callback Number: 5038784446/ Ext 110 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up phone system -- Port in- -- 12334039- cancelled Provided Estimated Timeframe: Y Troubleshooting: -- Checked on order number- not found in admin portal -- Checked on cases in SF- there is a case about cancellation of port in 16488451 -- Contacted NTD- got Nicole - communicated with case owner- Maurita Montero -- No customer action required-- ntd.helpdesk@ringcentral.com-- Case owner will resubmit the order -- Provided info to customer- seth@pdxmovers.com Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742047893 User ID: 62374199008 RC #: 6812825540 # of DLS: Caller Name: Holly Callback Number: 3042373458/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Need a new phone -- Ext 4- (304) 693-2745 -- Provided Estimated Timeframe: Y Troubleshooting: -- Check phone status-- out of warranty and not rental -- Provided information that they have to purchase a new phone since phone is out of warranty -- Customer asked if she could get a discount for the new Phone -- Refer to account manager-- Created CIF case Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16578408- lori.whitaker@ringcentral.com CASE #:16578517 Incontact ID: 430742064791 User ID: 1627453020 RC #: 7142026987 # of DLS: 412 Caller Name: Robert Callback Number:7024604274/ Ext 6987 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- TFN- created--Send to Call group -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify- advised to log into admin portal to changed SQA --Updated and authenticated -- 800-946-5009-_ Ext 92324 -- Guided customer in assigning the number appropriately via admin portal -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742061085-- DC call User ID: 255054035 RC #: # of DLS: 3 Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone issue- not working -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16578850 Incontact ID: 430742081108 User ID: 756514040 RC #: 2537771770 # of DLS: 1 Caller Name: Randy Callback Number: 2532341992 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- SMS issue-- Some messages gets sent- others are failing Provided Estimated Timeframe: Y Troubleshooting: -- Check SMS logs in AI- saw some message sending failed -- Customer is sending plain and simple messages no links -- Sent SMS- to the number- 2063076512 -- Provided information that he already consumed the SMS- -- Customer is considering cancelling the account Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16579319 Incontact ID: 430742125363 User ID: 2005590027 RC #: 4709773295 # of DLS: Caller Name: Mikhail Daniels Callback Number: 7706871759 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Assign unused Phone number -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Showed customer the available numbers in the account -- Provided information that he will have to purchase an additional -- jberisha@assetscorp.us-- Joseph Berisha- Ext 3292-- Created user for the customer-- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16579524 Incontact ID: 430742162916 User ID:2981766020 RC #: 7708927802 # of DLS: 9 Caller Name: Latasha Callback Number: 7709909230 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ext 102- Press 2 -- 104 to ring at the same time -- Wants to ring on 102 and 104 when calls come in from IVR or transferred within -- Does not want to ring when called directly Provided Estimated Timeframe: Y Troubleshooting: -- Checked on call handling --Created a call queue for the customer -- Created a custom rule for Ext 102-- -- Test Call for IVR is successful-- -- Test Call for Transfer- handling Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16579715 Incontact ID:430742189298 User ID: 915277048 RC #: 5089667189 # of DLS: Caller Name: Sam Callback Number: 5089667189/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- CNAM-issue -- Number is showing under a different name -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked the CNAM of the number-- shows incorrect --Confirmed with customer that it should be ARK FIVE LLC -- Will create a request for CNAM push-- Sent email to Level -- Answered questions about the bill Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y A-1264809 6027916002 CASE #: 16580042 Incontact ID: 430742232682 User ID: 1766850021 RC #: 8726661001 # of DLS: Caller Name: Peter Callback Number: 8726660308/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up 2 lines- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in how to create a user -- CISCO SPA-504/CISCO CP-6851 are the phones that will be used -- Ext 121- (872) 666-1167--- CISCO- 504G- 192.168.100.11 -- Ext 122- (872) 666-0291-- -_ Screen sharing agreed-- disclaimer declared -- Customer is not on the location with the phone- Advised customer to do a conference call with person on location -- Customer will back Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742355199 User ID: 684454048 RC #: 5033340432 # of DLS: 25 Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Port in numbers -- Polycom Phones- Paging -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 430742345397-- misrouted CASE #: 16582861 Incontact ID: 430742358921 User ID: 198608049 RC #: 9314245942 # of DLS: Caller Name: Jackie Callback Number: 9312420344/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Transfer request- port in -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked in the admin portal -- Order number- 33513048 -- Checked from Neustar as to who owns the number -- Provided information that number belongs to Verizon Wireless -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16583020 Incontact ID: 430742367583 User ID:1846499027 RC #: (929) 474-6727 # of DLS: Caller Name: Michael Callback Number: 6465407292 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Trying factory reset phone- -- Polycom VVX 450- Yealink CP925 Provided Estimated Timeframe: Y Troubleshooting: -- Ext 4000- VVX 450-- 4825671EC512-- -- Ext 4012- Yealink CP925- 4005 -- Check Extension - Extension are disabled -- GUided customer in how to enabled the extensions -- Rebooted phone- Ext 400 went online -- Customer assigned Yealink CP925- to Ext 4005 and enabled Ext 4005 -- Phone went online- -- Configured presence on the Sidecar of Ext 4000- -Added 1 user -- Test Call Queue- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16587004 Incontact ID: 430742401135 User ID: 449460027 RC #: (678) 250-5449 # of DLS: Caller Name: Melaney Callback Number: 6782505449/ 3135802331 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Called in last week, set up call handling -- Call is not behaving as it is -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked call handling- goes to Ext 2 -- Configured call handling- for Ext 2 that missed calls goes to external number-(678) 270-2485 -- Configured after hours to go to (678) 270-2485 -- Test Call- Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742443508 User ID: 3628004020 RC #: (832) 779-8287 # of DLS: Caller Name: Chen Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Chen from Sales- -- Devices set up- to a winning account 3628004020 -- 4 devices/ from losing 165487049 Provided Estimated Timeframe: Y Troubleshooting: MAC and the numbers to be assigned -- 4825670A34F7 - (832) 779-8287 -- 4825670A3BB3 --832) 779-8910 -- 4825670A089A -- (832) 810-0148 --4825670A07F8 --(832) 856-4337 -- Processed changes in admin portal - EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16590575 Incontact ID: 430742449030 User ID: 16590575 RC #: 9197016603 # of DLS: Caller Name: Mr Jerome Brown Callback Number: (919) 889-8214 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Fax issue: unable to receive fax via the company number -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked fax routing-- Company Fax goes to Ext 1-- a call queue -- Changed the routing to go to Ext 101- Test Fax-- - -_ Advised to log into admin portal to access the previous faxes that went into the call queue -- Enabled the Call Queue 1- -- Made Ext 101 as call queue manager -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y POD: 5 poD 23 -- 0637 CASE #: 16280972 Incontact ID: 43074246875 User ID: 62442505012 RC #: # of DLS: Caller Name: Matthew Callback Number: 7656023005 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Number Migration -- 3032341825 UID 62442505012 -- to be transferred to UID 921010048 Provided Estimated Timeframe: Y Troubleshooting: -- Called (408) 758-6772- as contact phone for UID 62442505012- incorrect contact -- -- 3032341825-- Customer attached transfer agreement-- Deleted the number from 62442505012 -- Consulted and assisted by FS to migrate number from POD 5 to POD 23 -- Additional Number changed from (720) 414-0637 to 13032341825 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 430742489312 User ID: 684454048 RC #:5033340432 # of DLS: Caller Name: Spencer 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