Support Handling of Robocall Mitigation Process#expand-20BlockingRemovingBlacklistingtheNumberssuspectedofC • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For Silver | Fax Feature - Resolved by Jam C

For | - Resolved by Jam Case ID: 23119969 inContact ID : 464137048696 User ID: RC Phone Number: 01250872376 Customer Name: Company Name: Call back #: Email Address: Number of DLs: Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • issue with Cloud Voice app TS Performed: Complete step-by-step documentation • • • • • Resolution: How the issue was resolved • unable to receive incoming call Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam Case ID: 23120422 inContact ID : 464137083652 User ID: RC Phone Number: 01620893703 Customer Name: Glenn Company Name: Call back #: 07821792066 Email Address: Number of DLs: Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • retain phone number and broad band service • new account TS Performed: Complete step-by-step documentation • • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam Case ID: 23121214 inContact ID : 464137133135 User ID: 2947465064 RC Phone Number: 01277563591 Customer Name: Pieter Feijen Company Name: Claire's Accessories UK Ltd Call back #: 0 7732084464 Email Address: pieter.feijen@claires.com Number of DLs: 2 Account Verified (Admin): Yes | Ext. # 301 Issue / Customer Request: • add user and number port in TS Performed: Complete step-by-step documentation • assisted customer to create new user 2304 London Designer • 2304 London Designer - Ext. 2304 || phone number : 020 3621 2363 • guided customer how to initiate port in request • number to port in >> 020 8903 2308 • order number : 195695064 • preferred port-in date: 28/05/2024 • issue resolved • no other concern • case closure confirmed • end of call Resolution: How the issue was resolved • assisted customer to create new user • guided customer how to initiate port in request Case Number: 23121214 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Perfect! Great! SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam Case ID: inContact ID : 464137204839 User ID: RC Phone Number: 02086761919 || 02032782175 Customer Name: Company Name: Call back #: Email Address: Number of DLs: Account Verified (Admin): Yes | Ext. # Issue / Customer Request: • set-up desk phone Cisco TS Performed: Complete step-by-step documentation • 08003890537 • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam 012858602712 01285860712 Case ID: 23122723 inContact ID : 464137219532 User ID: 3033711064 RC Phone Number: 44 (1285) 860712 Customer Name: Company Name: R AND M ELSEY DENTAL CLINIC LIMITED Call back #: Email Address: Number of DLs: Account Verified (Admin): No Issue / Customer Request: • call from agent with EIN : 617044572 • swap phone number • wants 01550 728072 to be the main office number • customer is not on the line • he wants to make changes on customer's behalf • advised that we cannot do it without customer on the line • said he will call back • no customer interaction • end of call • TS Performed: Complete step-by-step documentation • 01550 728072 >> main number • 01285 869673 • EIN : 617044572 • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For Rick | Account Access - Resolved by Jam Case ID: 23123631 inContact ID : 464137287442 User ID: 2247320004 RC Phone Number: 2038507207 Customer Name: Rick Beckwith Company Name: CNI Energy Call back #: (203) 676-5017 Email Address: rick@cienergysolutions.com Number of DLs: Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • wants to update CC information but unable to access account TS Performed: Complete step-by-step documentation • provide customer link to access account • customer was able to log in • • • • • • Resolution: How the issue was resolved • provide customer link to access account Case Number: 23123631 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For Mantas | Unable to Make Outbound Call - Resolved by Jam Case ID: inContact ID : 464137305923 User ID: 66594616 RC Phone Number: 18009915907 Customer Name: Mantas Kliminskas Company Name: Mary Star of the Sea High School Call back #: 3105471138 Email Address: mkliminskas@marystarhigh.com Number of DLs: 1 Account Verified (Admin): Yes | Ext. # 17 Issue / Customer Request: • added a phone but he do not know || unable to make outbound call TS Performed: Complete step-by-step documentation • • • • • Resolution: How the issue was resolved • Case Number: Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: Good! SAT Pred: 0-6, 7-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam Case ID: 23124551 inContact ID : 464137343989 User ID: 63107325 RC Phone Number: 1 (866) 4420167 Customer Name: Mike Company Name: American International Shipping Call back #: (714) 791-7422 Email Address: info@americaninternationalshipping.com Number of DLs: 1 Account Verified (Admin): Yes | authorized caller Issue / Customer Request: • Cisco phone provision TS Performed: Complete step-by-step documentation • gather device details • phone is under unassigned devices • assign phone to ext 101 • get device IP address • Settings >> Status >> Network Status >> IPv4 Status • manual reboot device • firmware updated • phone showed online • test call • tested working • issue resolved • no other concern • case closure confirmed • end of call Device : Cisco CP6821 Business IP Phone Serial Number : FVH27340WVX User : American International Shipping - Ext. 101 Phone Number : (714) 533-1122 IP Address : 192.168.0.6 Instance ID : Resolution: How the issue was resolved • assign phone to ext 101 • zero touch provision Case Number: 23124551 Resolved? Yes PKI/JIRA: N/A Link of Feature Request Submitted: N/A Link of Self-help options provided: N/A Customer Sentiment/Verbatim: SAT Pred: 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ********************* For | - Resolved by Jam Case ID: 23107755 inContact ID : 464137452909 User ID: 453194020 RC Phone Number: 12817648545 Customer Name: Carrie Company Name: MP Swartztrauber Inc Call back #: (713) 984-1924 Email Address: mptrauber@yahoo.com Number of DLs: 1 Account Verified (Admin): Yes | Ext. # 101 Issue / Customer Request: • calling about case 23107755 • reached out to FS and was advised to connect the customer to T2 • please refer to wiki : https://wiki.ringcentral.com/pages/viewpage.action?spaceKey=~karen.porras