Untitled Note

09/19 CASE #:16308524 Incontact ID:429187344942 User ID:2566398020 RC #: 9058558383 # of DLS: Caller Name: Heidi Callback Number: 6478987464/ Ext 102 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call Log longer than 60 days -- 4169707888/6479782992/4169950877 -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal --Guided customer via the reports in how to filter the call logs -- EOC, Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16308765 Incontact ID: 429187356751 User ID: 2745117044 RC #: 4236022266 # of DLS: Caller Name: Deonte Callback Number: 4704936756/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Company hours set up -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Check on auto receptionist- changed regional settings to EST -- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16309041 Incontact ID: 429187382373 User ID: 411987023 RC #: 3308672399 # of DLS: Caller Name: Matt Callback Number: 4408400768/ Ext 4 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Received new phones- Provisioning -- Ext 3- (330) 539-2581--805E0CF63F5B -- Provided Estimated Timeframe: Y Troubleshooting: -- Press wireless icon-- Guided on how to pair the phone from base -- Collect IP address: 192.168.1.22-- admn800875592022pwd -- Advised to use one of the computers to access the IP address -- Screen sharing agreed- -- Updated server URL via GUI-- Handset upgraded -- Test Call --Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 429187420130 User ID: 1607507027 RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- DC -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16309540 Incontact ID: 429187427895 User ID: 2130872011 RC #: 9787394900 # of DLS: Caller Name: Jason Callback Number: 9783608525/ Ext 1 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Call Handling -- 8886508600- goes to same flow as company number Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal-- 9786968548- 9-5am -- Guided Customer in creating a custom rule via the call queue -- Successfully created call queue -- Test Call-- Successful -- EOC/ No other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16310438 Incontact ID:429187430118 User ID: 1604028027 RC #: 6176557600 # of DLS: 3 Caller Name: Gardy Callback Number: 6172351773/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Multiple issues -- App integration-- Script -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to go to apps.ringcentral.com -- Guided customer in how to check for apps that he might have a user app -- Screen sharing agreed- Walk the customer through the app gallery -- Advised to log in to portal-- Guided how to set pick up members -- Customer changed the number of callers to wait on queue-- Changed call queue call handling -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 429187537106 User ID: 62163733016 RC #: 5053651303 # of DLS:1 Caller Name: Felicia Callback Number: 5053651303/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Log in issue- -- Self resolved-- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 429187561604 User ID: 62419917023 RC #: # of DLS: 8 Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- GC -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16310896 Incontact ID: 429187573544 User ID: 630543048 RC #: 4074837230 # of DLS: Caller Name: Melissa Callback Number: 4074837230/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Routing Phone Calls-- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised customer to log in to admin portal --Showed how calls are handled -- Changed the call handling on Ext 101-- Test Call, failed to ring on app -- Created a call queue- routed to Call queue -- Test Call- Went through Ext 102 mobile app -- Contact ID: 429187602695-- OB for test; -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16311224 Incontact ID: 429187598999 User ID: 410714023 RC #: 8448863328 # of DLS: Caller Name: Ben Callback Number: 9493389123/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Mobile app is not ringing on Ext 345 -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on Ext details- has MVP license -- Called (949) 416-0958-- routed to VM -- Check call handling-- enabled call handling for desktop and mobile app -- Test Call -- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called 5123381006 Contact ID: 429187718616 CASE #: 16311413 Incontact ID: 429187580203 User ID: 62318595023 RC #: (512) 338-1006 # of DLS: 6 Caller Name: Melanie Callback Number: 5123381006 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Factory Reset Phone-- -- Provided Estimated Timeframe: Y Troubleshooting: -- 9412177272-- 5128384279- 5129103826- 5123386020- 2062315005- 2067095163 -- Needs the password for the phones- -- Advised customer to have the phones unlocked instead-- will use the phone with another provider -- Provided the passwords for the phone- sent email to customer -- Screens sharing agreed-- Was able to access GUI using the password provided -- Customer is asking why some numbers that are suppose to be ported out but still showing in RC account -- Endorsed to Supervisor for the unlocking of the phones, Callback set as soon phones unlocked -- Talked with NTD- 9412177272, 5123386020- are the ones which ported out successfully and can be removed -- Callback set-- 5123381006 Username; admin 9412177272- admn800762061023pwd 5128384279- admn800762062023pwd 5129103826- admn800762063023pwd 5123386020- admn800762060023pwd 2062315005- admn800762059023pwd 2067095163- admn800762064023pwd 64167F49005F 64167F495811 64167F48F786 64167F490066 64167F48253D 64167F490194 105-102-107-5128384279-- 7272- Ported out 16th 3826- Ported Out- RingCentral, Inc , 20 Davis Dr. Belmont , CA 94002- - 4279- Resubmit order 6020- 5123381006-- wants to verify status of the porting -- Called NTD- Wants to remove 9412177272, 5123386020 -- 429187730519--OB incontact -- Numbers will be removed within the next 15 minutes Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16313024 Incontact ID: 429187740198 User ID: 62767729008 RC #: 9037639015 # of DLS: Caller Name: Tom Callback Number: 9037639015/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone Provisioning- Add a phone -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- 001565D40306- Yealink t21 Will be assigned on Ext 102- (281) 725-6515 -- C81FEAE6AE55 will be assigned to - Ext 101- (951) 384-2879 -- Screen sharing agreed- guided customer in assigning the phones accordingly -- Check IP address: 192.168.1.163- Able to access GUI -- Put the provisioning URL-- Downloaded firmware -- Got registered- Test Call Successful- (281) 725-6515 -- Set up phone on Ext 101- Avaya J179- Check IP: 192.168.1.93 -- AI is not responding-- Callback set- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 4.0.12.1.14. CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y