Untitled Note

========================================= CaseID:14822870 Incontact ID: 197549527607 RC#: 5132830084 User ID: 545401017 Caller Name: David Email: dhoman@dungarvin.com DL: 12 Callback Number: Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Porting Out Concern Troubleshooting: Provided the needed info to port out the service Auth name / Company name / Service Address Also advised upon porting out the number will not be removed but it will be replaced by a new number until they request for cancellation. Cx understand CSAT: Support Site: ========================================= CaseID:14823240 Incontact ID:197549546981 RC#: 18004811354 User ID: 59565512 Caller Name: Jerome / Omar Email: jeromemazy@gmail.com DL: 8 Callback Number: (704) 287-3182 Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Forward calls from (704) 543-6269 to External number 9803575654 Troubleshooting: Removed the number (704) 543-6269 from the IVR Ext Advised the IVR will loose their direct number As per cx they no longer need the IVR all they want is to have the number (704) 543-6269 forwarded to external number. Swithc to Single LVL - Advised they can still switch back to multi Lvl in the future if they required. Create a custom rule to forward the call from (704) 543-6269 to ext 3 then create another custom rule inside ext 3 to forward the calls to external number every time the number (704) 543-6269 was dialed. Test Call - (704) 543-6269 Contact ID: 197549585784 Confirmed working Cx happy and agreed to closed the case CSAT: Support Site: ========================================= CaseID: 14823527 Incontact ID: 197549606640 RC#: 6144147222 User ID: 173240041 Caller Name: Marsha Email: cfamarsha@gmail.com DL: 1 Callback Number: (740) 967-1227 Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Searching for Base Faulty - Yealink W60P with 2 Handsets the base station is not powering up Troubleshooting: Make sure the cables are properly connected at the back of the Try to TS by using a different power socket Date Added: 03/10/2021 12:23 PM Cx identify that it is the extension cables where the power socket of the Cx tested and confirmed working Cx happy and agreed to closed the case CSAT: Y Support Site: Y ========================================= CaseID:14823702 Incontact ID: 197549629373 RC#: User ID: Caller Name: Shannon Email: DL: Callback Number: Account Verified: Admin/User: Provided Estimated Timeframe: Issue: poerin in inquiry Troubleshooting: Explained to customer the porting process. Advised to cx the needed information so they accomplished the port in submission. Cx understand CSAT: Support Site: =========================================. InContact ID: 197549639742 UID: 177817040 Customer Name: Anthony Call Back Number: (850) 361-2752 Email Address:chrissylynnegrace@gmail.com Time Zone: EST Security Question: Y Related T1 Case: 14823834 Details or Reason for Escalation: Cx is transferring some of their nover our of RC and wanted to discussed a good deal. As per cx they mainly wanted to use the Fax service. CaseID:14823834 Incontact ID: 197549639742 RC#: (850) 361-2752 User ID: 177817040 Caller Name: Anthony Email: chrissylynnegrace@gmail.com DL: 3 Callback Number: (850) 361-2752 Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Porting Out Troubleshooting: Acct # will be the main Auth name / Company Name / Service Address Advised they can cancel some of the number since they are out of the contract As per cx they will do that once the number are ported over Confirmed they are out of commitment Cx wnated a CB from their AM to further discussed the account CSAT: Support Site: ========================================= OB Call - (305) 504-8993 Contact ID: 197549684519 Left VM Email sent for follow up ========================== OB call - (678) 353-8262 Contact ID: 197549689653 Cx answer saying they wanted to get this number 8006916197 for their account Cx hang up even before verification upon checking the phoneDB this number is not with RC ========================= CaseID:14824216 Incontact ID: 197549698813 RC#: 2565469777 User ID: 305220048 Caller Name: Matt Email: matt@rainbowrestorational.com DL: Callback Number: Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Porting In - CASE 14810081 PIN - 6399 Acct - 227682866 Troubleshooting: As per cx thy received an email from their loosing provider that their port out will be rejected due to PIN and ACCT Number mismatch. Cx provided the details and give this info to the NTD (Nicole). CSAT: Support Site: ========================================= CaseID: 14824366 Incontact ID:197549716112 RC#: 18003605657 User ID: 59071975 Caller Name: Matthew Email: matthew@lineagefinancialpartners.com DL: 1 Callback Number: (903) 360-3608 Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: Porting out inquiry Troubleshooting: Provided to customer the needed information on how they can port out their service with RC Cx understand CSAT: Support Site: ========================================= CaseID: 14824752 Incontact ID: 197549762882 RC#: 17738327880 User ID: 205832048 Caller Name: Israil Email: israilthomas313@gmail.com DL: Callback Number: 773) 870-1359 Account Verified: Y Admin/User: Y Provided Estimated Timeframe: Issue: High Volume SMS Inquiry Troubleshooting: Cx is planning to enroll with the high volume SMS. Provided the info based on the Support file https://support.ringcentral.com/article/High-Volume-SMS-Overview.html Advised having a TF number is just an option as confirmed with FS Cx understand and will just accomplished the enrollment once they are ready Cx agreed to closed the case CSAT: Y Support Site: Y ========================================= CaseID: Incontact ID: RC#: User ID: Caller Name: Email: DL: Callback Number: Account Verified: Admin/User: Provided Estimated Timeframe: Issue: Troubleshooting: CSAT: Support Site: ========================================= CaseID: Incontact ID: RC#: User ID: Caller Name: Email: DL: Callback Number: Account Verified: Admin/User: Provided Estimated Timeframe: Issue: Troubleshooting: CSAT: Support Site: ========================================= CaseID: Incontact ID: RC#: User ID: Caller Name: Email: DL: Callback Number: Account Verified: Admin/User: Provided Estimated Timeframe: Issue: Troubleshooting: CSAT: Support Site: ========================================= CaseID: Incontact ID: RC#: User ID: Caller Name: Email: DL: Callback Number: Account Verified: Admin/User: Provided Estimated Timeframe: Issue: Troubleshooting: CSAT: Support Site: