Untitled Note

UID: 302173030 Name: Peter Del Re Email: peter@hallmarkpersonnelinc.com Call back number: Verified: DLs: Time zone: Issue: Reso: ------ UID: 1343381020 Name: TGM Office Scheduling Email: hello@tendergiftsbirth.com Call back number: Verified: Yes DLs: US/Mountain Time zone: 1 Issue: HI we are not able to change phone number to forward calls or get voicemails from the app only on the website Reso:-adv cx we can check VM using app -uninstall and reinstall app / still unable to change call forwarding -asked for screenshot however customer is insisting its in the mobile app and he cannot send screenshot -escalate to RC app https://support.engagement.dimelo.com/contents/6193d7ad5bd5448a95a33a96 ------ UID: 55705322 Name: Marci Nebgen Email: marcin@mnintegrityservices.com Call back number: Verified: Yes DLs: EST Time zone: 0 Issue: SMS/MMS not enabled? Reso: -cx was able to send/receive SMS but unable to send/receive MMS -adv cx (888) 294-6539 is not enabled to send SMS -(800) 778-3185 is unable to send MMS -escalate to telco ops to reprovision (800) 778-3185 and enable SMS for (888) 294-6539 https://support.engagement.dimelo.com/contents/6193da1cbd0e5482f79d76e7 ------ UID: 57658180 Name: Stuart Schneller Email: Juliusmiller@yahoo.com Call back number: 617-930-2157 Verified: Yes DLs: 0 Time zone: EST Issue: Several weeks ago I chatted with Gemma. I inquired then whether I could be offered a lower monthly rate for my fax service. Gemma told me I would hear from the Customer Retention team by email and they would let me know if a lower rate was available for me since I was such an infrequent user and what that lower rate would be. I never got an answer via email from the Retention Team. Could you please activate my request? Reso: -create new case and escalate to AM https://support.engagement.dimelo.com/contents/6193e502bd0e547ff13a0a5a SalesOPS – SMBx Accounts ------ UID: 1746660027 Name: Ritesh Dhingra Email: ritesh@yzinsgroup.com Call back number: Verified: Yes DLs: 10 Time zone: EST Issue: need to make sure the user is able to make phone calls out Reso: -adv cx ext 115 does not have DL and it will not be able to make outbound calls -give steps to add DL https://support.engagement.dimelo.com/contents/6193e7ad5bd54495a9fc2f41 ------ UID: 61992346 Name: Jennifer Hopkins Email: info@sleephealthwoodlands.com Call back number: Verified: Yes DLs: 0 Time zone: CST Issue: we are having issues with our RingCentral fax number for the past 24 hours. We have not received any inbound faxes since 11:31 am yesterday Reso: -adv cx the last fax received is on 11/16/2021 11:27 AM -adv cx if the fax has been deleted it will no longer show on the account -send test fax and it shows in call logs as received -cx went idle https://support.engagement.dimelo.com/contents/6193f0da3298c9478c87fe94 ------ UID: 66615039 Name: New Finish Pro Email: 1brettdavis@gmail.com Call back number: 805-399-4488 Verified: Yes DLs: 3 Time zone: PST Issue: just received an email from Naldy Lagrimas(works for Ring Central) that we are incurring mobile user overages due to exceeding 10 external calls on an extension. The extension wasn't listed in the email Reso: created case 13996698 and endorsed to AM https://support.engagement.dimelo.com/contents/6193f7c87133683d324211e3 ------ UID: 62574820031 Name: Chris Mackay Email: it@vercytax.com Call back number: Verified: Yes DLs: 69 Time zone: PST Issue: Im using the ring central phone with the Phone icon where I can add contacts and see them but 2 reps have disappeared and the system is finding them to add them back Reso: -give steps to add contacts -give steps to purge data https://support.engagement.dimelo.com/contents/6193fe023b4e8d43f3659026 k (949) 833-7140 l (949) 825-5906 ------ UID: 63056981028 Name: Magnolia Accommodations Email: hello@magaccommodations.net Call back number: Verified: Yes DLs: 1 Time zone: EST Issue: What is the authorization name my account is under Reso: -give name of the super admin -give steps to change super admin name https://support.engagement.dimelo.com/contents/6194041971336841a9f51134 ------ UID: 168126032 Name: ZAK BERGMANN Email: zacharyb@gostowe.com Call back number: Verified: Yes DLs: 30 Time zone: EST Issue: Forward to External / I have it set up to forward calls to my cell phone, but recently, about half of the guests that I get calls from say that they are having extreme difficulty hearing me Reso: -adv cx the call forwarding is properly set up and the calls logs shows calls succeed -adv cx to contact the carrier of the external number to TS https://support.engagement.dimelo.com/content_threads/61940b2bbd0e547f19567a9f?q=id: "61940b2bbd0e547f19567a9f" ------ UID: 289358022 Name: Fred Kenney Email: fkenney@addisoncountyedc.org Call back number: Verified: Yes DLs: 5 Time zone: EST Issue: Instead of a voicemail greeting, the system states, "no one is available to answer my call" Reso: -adv cx the call to main company number goes to IVR Menu and key press 2 goes to ext 6 -give steps to change key press 2 to ext 2 https://support.engagement.dimelo.com/contents/61940fcbbd0e547cfdb7d196 ------ UID: 986491019 Name: Dean Azzam Email: dazzam@aztecheng.com Call back number: Verified: Yes DLs: 5 Time zone: EST Issue: Can we shut down a line or two. we are only usnig three right now . we can keep one extra open Reso: -create CIF case and endorsed to AM https://support.engagement.dimelo.com/contents/61943105bd0e545d0bb7a3a5 Norberto Castro ------ UID: 63064978028 Name: Ron Green Email: ronalgreen@gmail.com Call back number: Verified: Yes DLs: 13 Time zone: CST Issue: can someone other than the super user access the invoices Reso: -adv cx the super admin can change roles to give permission to view bill -give steps to change roles https://support.engagement.dimelo.com/contents/619430647133682246d13e32 ------ UID: 362103029 Name: Chris Santos Email: chris@onspotsales.com Call back number: (718) 535-7660 Verified: Yes DLs: 9 Time zone: EST Issue: We need a line that can call Australia and new Zeeland Reso: -create case and endorse to AM to add international number https://support.engagement.dimelo.com/contents/61951b1bbd0e54929a54e8ee ------ UID: 2952824020 Name: Sharon Burress Email: sharon@ladylakefm.com Call back number: Verified: Yes DLs: 12 Time zone: EST Issue: I need help setting up two new phones Reso: -give steps to add new extensions and DL · Extension Details: Ext 204 · DL: (352) 559-8892 · SN: 805EOC46364B · Phone Model: Yealink T46S · IP: 192.168.1.198 · Extension Details: Ext 202 · DL: (352) 663-9128 · SN: 805EOC462B33 · Phone Model: Yealink T46S · IP: 192.168.1.197 https://support.engagement.dimelo.com/contents/619523725bd5440775993c6a ------ RC# (804) 378-0111 UID: 350447040 Name: Lhiz Del Rosario Email: trentmanagementsrv@gmail.com Call back number: (804) 378-0111 Verified: Yes DLs: 35 Time zone: EST Issue: I need to have my additional user be able to make calls Reso: -adv cx the ext 102 is using VL -adv cx we need to convert it to DL / give price / cx agree -changed the number to DL https://support.engagement.dimelo.com/contents/619529a4bd0e5448486412f9 ------ UID: 1591848027 Name: YogaSix Hollywood Florida Email: eric.ospina@yogasix.com Call back number: 954-674-2655 Verified: Yes DLs: 36 Time zone: EST Issue: I having issues with our yoga studio phone. When people call they can't seem to hear a tone to know if the call is going through. Reso: -adv cx theres no audio while connecting or hold music -give steps to enable it https://support.engagement.dimelo.com/contents/61953045bd0e54061d054dbd ------ UID: 62805513031 Name: Stephenee Kramer Email: stephenees@hotmail.com Call back number: Verified: Yes DLs: 1 Time zone: America/Anchorage Issue: my caller ID name is not showing my business name. I had a new number added a week or so ago 512-201-4431 and maybe the caller ID name wasn't applied to it? I don't know. But when I make a call people are seeing " health services" and I do not want that showing up for my business. I want all of my numbers to show my business name when I call someone. Reso: -give current CNAM on the account -adv cx we can change it / give steps to change it -adv cx it may take 7-14 business days for cnam to take effect -removed CNAM / adv cx to add it again after 48 hours https://support.engagement.dimelo.com/contents/6195351d5bd5444c006bc339 ------ UID: 1856909020 Name: Uni4logy Job Email: akarpachov@uniforlogy.com Call back number: Verified: Yes DLs: 4 Time zone: EST Issue: Need to setup Polycom Reso: Ext#: Ext 102 SN: 0004f24effce Make