Untitled Note

InContact ID: 459606577526 Issue: -ghost call ************************************************ InContact ID: 459606586295 User ID: 713881048 Issue: -consultation call from Mike (sales) -robocall blocking -mitel phone inquiry Troubleshooting: -adv cust that they can refer to support site for robocall mitigation -assisted rep in checking if the phone is supported by RC or not ************************************************ Caller Name: Derick RC #: Callback Number: (239) 464-1707 Verified Email: info@lacasatour.com # of DLS: InContact ID: 459606602688 User ID: 62351333004 Case #: Account Verified: Y Issue: -xferred call from Jessie (sales) -disable email notifications to info@lacasatour.com Troubleshooting: -disable email notifications to info@lacasatour.com -adv cust that we need to wait until the vanity number (855) 535-3474 is completed -vanity number was requested on 02/08 and takes 5 business days (855) 535-3474 ************************************************ InContact ID: 459606638115 Issue: -ghost call cb #: (503) 224-7828 cb icid: 459606630847 -no answer / left vm -created cif case for cloud pbx license ************************************************ Caller Name: Kamila RC #: 8723451712 Callback Number: 8723451712 Verified Email: kamila@stellacenter.com # of DLS: 31 InContact ID: 459606641511 User ID: 62986875028 Case #: Account Verified: Y / ext 115 Issue: -phone number (312) 470-2259 is trying to call (8470 327-0336 and (847) 260-7344 but getting error message "bad number" Troubleshooting: -checked the call logs / no call logs for (312) 470-2259 going to (8470 327-0336 and (847) 260-7344 that says missed -checked the blocked numbers in the super admin ext / the number is not blocked -cust said that the phone number (312) 470-2259 is using Incontact to call the phone numbers (8470 327-0336 and (847) 260-7344 -did test calls to (8470 327-0336 and (847) 260-7344 using my InContact / same error "bad number" -did test call using RingCentral app / success -xferred to contact center support ************************************************ Caller Name: Pamela RC #: 8662177282 Callback Number: (786) 363-9786 Verified Email: info@mystudyx.com # of DLS: 42 InContact ID: 459606712023 User ID:375367048 Case #: Account Verified: Y Issue: -change toll free numbers from 888 to another 888 Troubleshooting: -changed the toll free numbers that start with 888: (888) 223-5350 to (888) 480-8469 (888) 226-0653 to (888) 540-1344 (888) 235-2793 to (888) 779-3218 (888) 251-9755 to (888) 831-8743 (888) 287-2546 to (888) 899-0342 (888) 295-2474 to 888) 503-2945 (888) 296-9001 to (888) 544-4526 (888) 299-4486 to (888) 786-7912 ************************************************ Caller Name: Varun RC #: Callback Number: (972) 872-8455 Verified Email: 99vtalwar@gmail.com # of DLS: 26 InContact ID: 459606724520 User ID: 63104002008 Case #: Account Verified: Y Issue: -the members of the call queue group ext 1 are not getting phone calls -phone provisioning of Grandstream phones Troubleshooting: -checked the members availability of the cq ext 1 / all is available except ext 107 -some of the call queue members are inactive ext -assisted cust in enabling the "accept queue calls" thru the admin portal of each ext -call got disconnected / cb #: (972) 872-8455 icid: 459606759337 / spoke w ith Rona / provided number of Varun (786) 909-0179 / reached varun -did screen sharing / accessed gui of the grandstream phone -reset the phone to factory settings twice the re-prov twice LINE: (214) 271-8411 ext 107 IP ADD: 192.168.1.116 LINE: (214) 281-4265 ext 111 IP ADD: 192192.168.1.243 LINE: IP ADD: 192.168.1.120 Issue: -the members of the call queue group ext 1 are not getting phone calls -phone provisioning of Grandstream phones Troubleshooting: -enabled the "accept queue calls" thru the admin portal of each ext successfully provisioned Grandstream phones ************************************************ InContact ID: 459606877486 Issue: -ghost call ************************************************ # of DLS: 10 InContact ID: 459606878471 User ID: 63024355008 Issue: -consultation call from Joyce (expansion) -limited extension pricing Troubleshooting: -adv rep that the limited ext is amounting $14.99 ************************************************ Caller Name: Robert RC #: 3346556520 # of DLS: 2 InContact ID: 459606896906 User ID: 63057203008 Case #: Account Verified: Y Issue: -unable to use sms Troubleshooting: -checked tcr status: Received 01/16/2023 - Pre approved UID: 63057203008 Company Name: Grace Motors LLC ************************************************ Caller Name: Gary / Alejandro RC #: Callback Number: (289) 981-9474 Verified Email: info@callcareevolutions.com # of DLS: 1 InContact ID: 459606898786 User ID: 63231677004 Case #: Account Verified: Y Issue: -xferred call from Jericho (sales) -unable to login to login to the RingCentral app using a new phone Troubleshooting: -cust is trying to sign in using the express link -assisted Pedro in signing in to the app using "manually sign in" not thru express link -cust was then successfully signed in -changed the Canadian numbers to US local numbers to be able to have cnam (289) 2715611 to (463) 777-9686 (833) 6670057 to (800) 451-8515 -submitted request to update the cnam UID: 63231677004 PH #: 18004518515 CNAM: Call Care PROVIDER: Level3-TF UID: 63231677004 PH #: 14637779686 CNAM: Call Care PROVIDER: IQNT-DID -updated the username of ext 101 from Gary Williams to Alejandro Ramirez -assisted cust in setting up voicemail greeting thru admin portal -case closed ************************************************ Caller Name: Cassandra RC #: Callback Number: (213) 239-5040 Verified Email: cperkins@apg.org # of DLS: 14 InContact ID: 459607006013 User ID: 275801041 Case #: Account Verified: Y Issue: -the RingCentral app automatically answers the incoming calls on ext 101 -dropped calls on ext 116 Troubleshooting: -Settings > Phone > Incoming calls > turned off the Auto-answer calls -adv cust to monitor the incoming calls if the app is still answering the calls automatically -checked the QOS of ext 116 / there was only 1 call with poor quality / call from (213) 546-0870 -adv cust to uninstall the n reinstall the RingCentral mobile app of ext 116 -keep case for monitoring 17498555 2132636406 ************************************************ Caller Name: Kaycee Ross RC #: Callback Number: 9709466980 Verified Email: Buckskin-ap@outlook.com # of DLS: 6 InContact ID: 459607031499 User ID: 201983048 Case #: Account Verified: Y Issue: -xferred call from Jess (sales) -deskphones and phone numbers -IVR Menu Troubleshooting: -assigned the phone numbers and deskphones to user ext: LINE: (970) 264-2518 ext 103 SN: 805E0C5885F3 MODEL: Yealink T48U Ultra-elegant Gigabit IP Phone LINE: (970) 264-2555 ext 102 SN: 805E0CCC400E MODEL: Yealink T43U Ultra-elegant Gigabit IP Phone LINE: (970) 264-6555 ext 104 SN: 805E0CCC3C60 MODEL: Yealink T43U Ultra-elegant Gigabit IP Phone -assisted cust in assigning the unassigned exts from the unassigned ext -created a call queue group to ring all phones when main number is called -swapped the phone number (970) 264-6887 to (970) 2646555 -assigned the phone numbers to auto receptionist in replacement to the other number to route all calls to the call queue group: (970) 264-2555 to (970) 624-0561 (970) 264-6887 to (970) 624-0562 (970) 264-2518 to (970) 930-3092 -assisted cust in creating an ivr menu with prompt and key presses to the call queue groups -changed the company hours from 24/7 to Specific schedule -changed timezone from pacific to mountain -created ivr menu for after hours Thank you for calling Buckskin Towing and Repair. For automotive repair, press one. For towing, press two. For heavy duty diesel repair, press three. For accounts payable, press four. For operations, press five. ************************************************ Caller Name: Kathy RC #: 9495456611 Callback Number: (949) 545-6611 Verified Email: kathy@tayani.com # of DLS: 84 InContact ID: 459607209070 User ID: 1571735027 Case #: Account Verified: Y / ext 1011 Issue: -reset password for user ext 1004 Troubleshooting: -tried to use the password that the cust set for ext 1004 / success -put a check in "Use email to log in" for ext 1004 -cust was able to login to the Rc app as ext 1004 -assisted cust in forwarding calls of ext 1004 for fridays thru RC app and web portal (custom rule) -case closed Welcome2TI ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************