Untitled Note

02/08 CASE #: 17489139 Incontact ID: 459468618710 User ID: 62566276031 RC #: (214) 432-1591 # of DLS: Caller Name: Vic Callback Number: 2144321591 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- VM message during outbound -- Calling about an open case -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked case comment and confirmed the issue with customer -- Advised customer that we cant customize a VM message during outbound call -- Consulted with FS, advised to create an announcement only extension -- Provided the customer the option of creating an announcement only extension -- Customer created Ext 2 and uploaded the message -- Guided customer in how the process will play out.. Call a number- then transfer to Ext 2 --Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17495359 Incontact ID: 459468675280 User ID: 62872332031 RC #: 8582013087 # of DLS: 3 Caller Name: Vlad Callback Number: (619) 962-7154 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Migrate from Ooma to RC- -- Fax line to RC-- Receiving notification -- Provided Estimated Timeframe: Y Troubleshooting: -- 8582013833-- Fax number --Check where faxes go to- operator Extension 1 -- Guided customer in changing the operator extension to Ext 103 -- Added email addresses for notifications of faxes -- Guided customer in resubmitting the port in request -- Advised to change the name of the company on their LOA to AAA medical supply -- Advised to upload the new LOA with correct name -- Guided customer in adding an external in Ext 103's- Ext 102-- call handling -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6199173309 CASE #: 17496478 Incontact ID: 459468769022 User ID: 1731355012 RC #: 7372923444 # of DLS: 1 Caller Name: Trevor Callback Number: 7372923444 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Add an extension -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to created an extension -- Customer created the extension successfully- -- Sent a request to TELCO to enable SMS-- (737) 292-6526 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17493726 Incontact ID: 459468803146 User ID: 2135389011 RC #: (877) 984-2277 # of DLS: 13 Caller Name: Joi Callback Number:9542420870 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Frustrated with RC- 3rd Call -- Phone Activation Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Ext 115- 116 are the ones issues -- Ext 115- (954) 947-8788-- is the phone we are gonna work with -- Check IP: no IP, advised to connect to known working port -- 64167FC46087-- 10.1.10.32 is not assigned to any extension -- Advised to do screen sharing- agreed -- Ext 115 went online wh-- when put to a known working location (Ext 114) -- Issue identified as ethernet port not working -_ Assisted customer in creating a new MVP extension and assigned 64167FC46087- to it -- Set provisioning server on the phone- Went online -_ Set presence-- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called 7372923444, 459468979005 -- Informed Trevor of the SMS being enabled on Ext 7 CASE #: 17498937 Incontact ID: 459468967471 User ID:545297048 RC #: 7705485264 # of DLS: 29 Caller Name: Glen Callback Number: 7705485264 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone Provisioning -- Ext 2287--(678) 855-6729 Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Guided customer in how to add the phone to Ext 2287 -- 0004F2F9EC9B-MAC of the phone -- IP address: 10.113.12.80 -- Advised to screen sharing--agreed -- Accessed GUI- Update Provisioning URL -- Manually Configured Phone- Went Online - Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17499377 Incontact ID: User ID: 63123556008 RC #: 571.765.5853 # of DLS: Caller Name: Te Callback Number: 804.247.2106 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Marlon from Implex -- Phone Provisioned- -- Provided Estimated Timeframe: Y36 Troubleshooting: -- IP: 192.168.36.177 -- Screen sharing agreed -- 805E0C4D5E7D-- 5717656962 -- Unable to GUI- Used another browser(no go)-- Tried https/http- did not work -- Advised customer to contact previous provider to unlock phone -- Customer agreed- Left Case Open Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17499578 Incontact ID: 459469053728 User ID: 726345009 RC #: 9515211290 # of DLS: Caller Name: Laleh Callback Number: 3107208006 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Porting - Verify Call handling -- Phone Provisioning- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Confirmed c- 192.168.11.112-- -- Ext 103- (951) 521-1383 -- Screen sharing agreed- Unable to access GUI, default passwords and admn"instanceIDs did not work -- Advised to FR without password but phone is now not turning on -- 0004F23E7686- IP 192.168.11.122-- Unable to access GUI still -- Customer tried to Factory reset the phone- Not getting the prompt to enter MAC as password for Factory Reset -- 0004F22C6E39 - Phone is being used with another provider -- Yealink DECT- W56- 192.168.11.111-- Unable to access Phone GUI, Advised to call provider -- Customer agreed Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 206127981016 CASE #: 17501026 Incontact ID: 459469158323 User ID: 328713030 RC #: 8287074231 # of DLS: Caller Name: Beth Callback Number: 8287071943-- Ext 101 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Forwarding Calls- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Checked on company call handling -- Guided customer in changing the call handling from the mobile app -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:459469170249 User ID: 56020886 RC #: 8006186136 # of DLS: Caller Name: Marla Callback Number: 5052313153 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call handling -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Wants all calls to route to VM- -- Explained that 8006186136 is not from RC -- CReated a VM only extension -- Route company calls to VM only --Test call to 8006186136-- did not het forwarded to RC -- Advised customer to call the provider of 800- TFN -- Customer agreed and will call back - Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17486019 Incontact ID: 459469199755 User ID: 1078570020 RC #: # of DLS: 7 Caller Name: Melissa Callback Number: 2538208801 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Calling about open case -- Intercom Ext 701 and 601 Provided Estimated Timeframe: Y Troubleshooting: -- Confirmed if that issue is with intercom, unable to change it form portal -- Screen sharing agreed-- -- Accessed GUI- 10.0.0.3- 2535284068-_ Ext 701 -- Factory reset phone-- -- Assisted Provisioning with CCQ19210FC4 -- Update provisioning URL -- Phone went online- Test Intercom worked -- Ext 601 will callback to do assisted provisioning -- Do screen sharing Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 10.0.0.3 CCQ19210FC4 CASE #: 17501948 Incontact ID: 459469252840 User ID: 418052040 RC #: (510) 625-9700 # of DLS: Caller Name: Shannon Callback Number: 5102676317 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Move number to inventory -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- 9163258327| 9163258312 numbers that need to be moved to inventory -- Guided customer in activating unassigned extension instead -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 459469279701 User ID: 67584615 RC #: # of DLS: 24 Caller Name: Marylou Callback Number: 4158136020_ Ext 16 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Issues with receiving SMS)auth code) from a certain number -- Was able to receive from bank before- Last monday -- Provided Estimated Timeframe: Y Troubleshooting: -- 5106621393-_ Ext 108- Extension that has having issues -- Checked on SMS log- Short code bank is using is 32858 confirmed by the customer -- Advised customer to monitor the behavior -- Suggested a callback- Customer agreed -- Callback is between 10am-4pm PST-- 4158136020_ Ext 16 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 4158136020_ Ext 16 10am-4pm PST 32858- Silicon Valley Bank 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 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