Untitled Note

Caller Name: Gina RC #: 2023310100 Callback Number: (202) 379-3129 Verified Email: gina.llanas@rrg.com # of DLS: 27 InContact ID: 196541786419 User ID: 1493824015 Case #: 14634914 Account Verified: Y Admin/User: Issue -phone reassignment Troubleshooting: -assigned phone from ext 3142 to ext 3121 -adv cust to have the user reboot the phone SN: 0EFZ LINE: Provisioning Counter: 68940 ************************************************ Caller Name: Marvin RC #: 12066767000 Callback Number: (206) 676-7074 Verified Email: marvinj@summitlaw.com # of DLS: 94 InContact ID: 196541808798 User ID: 1550067027 Case #: 14635154 Account Verified: Y Admin/User: Issue -cust wants to assign ext 7111 to a new user but does not want the new user to have access to the prev conversation of the old user Troubleshooting: -deleted phone number of ext 7111 / put it in number inventory -Recreated ext 7111 for Tina with the same ph # -cust logged in to rc app/ all good 7111 Tina Meade 64167F53FAE4 ************************************************ Caller Name: Elizabeth RC #: 6173790496 Callback Number: (828) 215-0813 Verified Email: # of DLS: 48 InContact ID: 196541832300 User ID: Case #: Account Verified: Y / ext 91428 Admin/User: Issue -wants to know how to send a text message Troubleshooting: -walked thru cust in sending text message / not successful -checked the ext 91428 > mobile user license -Advised Elizabeth that she does not have sms feature on ext 91428 ************************************************ Caller Name: John # of DLS: 21 InContact ID: 196541867506 User ID: 62840025031 Case #: 14635472 Account Verified: Y Admin/User: Issue -xferred call from Tristan (t1) Troubleshooting: -there is already portin order -called ntd / spoke with Mar / rep said there are ph # that are not part of the same acct -will wait for the csr from the losing provider as per ntd -cust does not have a copy of bill with the numbers on it -adv cust that we will wait for the losing carrier to send us the csr since their carrier wont give them the csr ************************************************ Caller Name: Eric RC #: 5852473030 Callback Number: Verified Email: angstadt@corrosion-products.com # of DLS: 27 InContact ID: 196541912568 User ID: 2539364036 Case #: 14636453 Account Verified: Y / ext 1501 Admin/User: Issue -phone provisioning Troubleshooting: -assigned the phone number (717) 227-5059 from the unassigned est to Bob Lefko -enabled ext 5011 / added e911 addy -swapped the phone of ext 5011 from rc phone app to Yealink t46s -manually rebooted the phone / did test conference call on the phone / case closed SN: 805E0C4B26C1 MODEL: Yealink T46S LINE: (717) 227-5059 ext 5011 375378 rlefko@corrosion-products.com Provisioning Counter: 410 10.10.12.125 ************************************************ Caller Name: Yisee RC #: 7186282811 Callback Number: (718) 628-2811 Verified Email: yiseel@apluscareny.com # of DLS: 47 InContact ID: 196541958629 User ID: 310739009 Case #: Account Verified: Y Admin/User: Issue -ext 240 is not getting calls Troubleshooting: -Checked ext 240 / The user has an advanced rul for lunch from 12:30pm to 1:15 pm -call are forwarded to ext 238 during lunch -cust did a test call / all good ************************************************ Caller Name: Andres RC #: 3125405400 Callback Number: (312) 540-5400 Verified Email: andress@bigshoulders.com # of DLS: 26 InContact ID: 196541990758 User ID: 62809805028 Case #: 14636973 Account Verified: Y Admin/User: Issue -unable to a a conference phone number (605) 475-4700 / error message "destination dialed is disable" Troubleshooting: -checked logs / Country/destination disabled -sent email to cust to fillout the whitelist request form -created a related case 14637051 escalated to fraud (605) 475-4700 ************************************************ Caller Name: Keith RC #: 5202819696 Callback Number: (828) 483-4844 Verified Email: keith@cirulibrothers.com # of DLS: 58 InContact ID: 196542025953 User ID: 62559962031 Case #: 14637315 Account Verified: Y Admin/User: Issue -call forwarding and transferring calls Troubleshooting: -Educated Keith about call forwarding and transferring calls to an external number ************************************************ Caller Name: Noeleen RC #: (310) 517-8700 Callback Number: (310) 517-8700 Verified Email: nboulter@hsigroupinc.com # of DLS: 17 InContact ID: 196542050679 User ID: 310045030 Case #: 14637478 Account Verified: Y Admin/User: Issue -"no service" on the deskphone Troubleshooting: -Rebooted the phone by unplugging the ethernet cord from the back of the phone MODEL: Yealink T48S Gigabit Color Touchscreen Business Phone SN: 805E0C1FDF23 LINE: (213) 279-2314 ext 101 -call got disconnected / another call came in Callback Number: (310) 517-8700 cb icid: 196542263859 -spoke with Noeleen / cust said the deskphone is now working good again ************************************************ Caller Name: Ryan RC #: Callback Number: (410) 782-0641 Verified Email: reckenrode@trisourceusa.com # of DLS: 27 InContact ID: 196542062523 User ID: Case #: Account Verified: Y Admin/User: Issue -ext 203 cant transfer Troubleshooting: -cust said he already rebooted the phone and resynced the phone -asissted cust in reprovisioning the phone to ext 203 -reset phone to factory settings / default passwords did not work -did a hard reset 1. Reboot the phone and wait for the "Starting application" message. 2. Press the cancel softkey when it becomes available during the phone's application initilization. 3. During the 7 second count down window before the phone auto reboots, press and hold the following key combinations depending on your phone model to reach the hard reset screen: • VVX series (VVX300, 301, 310, 311, etc) - 1, 3, and 5 keys 4. Enter the MAC address located at the back of the phone as the password (example: 0004f28619dc). Take note of the following: 5. Press Ok. Set SERVER TYPE : HTTPS Server Address : pp.ringcentral.com/pp Password: Blank Boot Server: Static -did a test transfer call / case closed IP ADD: 192.168.1.183 LINE: (410) 782-3299 ext 203 SN: 64167FEEF03B MODEL: Polycom VVX 250 Business IP Phone Provisioned another phone: -reset the phone: Set SERVER TYPE : HTTPS Server Address : pp.ringcentral.com/pp Password: Blank Boot Server: Static LINE: (410) 260-0236 ext 215 SN: 64167FA6EF1A MODEL: Polycom VVX 310 Gigabit Ethernet Phone cb #: (212) 459-9191 cb icid: 196542273838 -received email from cust stating that he cant get a support when he tries to call us -called back / no answer/ left vm ************************************************ Caller Name: Sergey RC #: Callback Number: 3474245514 Verified Email: sergey8136@gmail.com # of DLS: 60 InContact ID: 196542303498 User ID:67016739 Case #: 14640303 Account Verified: Y Admin/User: Issue -xferred call from Marga (billing) -call forwarding to an ivr menu Troubleshooting: -assisted cust in creating call queue groups / enabled call queue -assited customer is creating ivr menu -assited customer is creating prompts thru https://freetts.com/ text to speech feature -changed the single level ivr to multi level ivr -swapped the phone number (201) 355-0860 to (201) 484-8194 -assigned the ph number (201) 355-0860 to an autoreceptionist -added a phone number for autoreceptionist forn swapped the number to (201) 355-0860 -cust did a test call to ivr menu / all good 2018690880 0OF6 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Admin/User: Issue Troubleshooting: ************************************************