Untitled Note

11/09 CASE #:16666981 Incontact ID: 431400939446 User ID:627111009 RC #: 8015719500 # of DLS: Caller Name: Mark Callback Number: 8018363250/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone issue to dial out- -- Unable to receive call on the phone itself-- -- Open case, yanked Provided Estimated Timeframe: Y Troubleshooting: -- Checked phone status- offline -- Mitel 6930L- IP: 192.168.1.120- -- Screen sharing agreed-- Accessed GUI -- Ext 101- (801) 872-3654- 1400E90162C5 -- Swapped the phone to the account -- Provisioning counter moved-- -- Customer is considering to cancel acct if phone does not work-- -- 192.168.1.178- working phone-- 8018723644 -- Phone is rebooting-- Upgraded firmware- Not permitted to do outbound- -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6.2.0.14 CASE #:16695907 Incontact ID: 431401172809 User ID:3242182020 RC #: 6088305459 # of DLS:22 Caller Name: Michelle Callback Number:6088305459/ Ext 843 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- App launch 503 error-- -- Unable to uninstall the app -- Provided Estimated Timeframe: Y Troubleshooting: -- RC app getting an error message 503- both web app -- The app cant be reinstalled, as it will affect the other apps in the office -- Getting the same error message from the web app, unable to do screen sharing -- Issue is only happening on customer's computer -- Customer was advised to log in/out of the app -- Customer sent the error message via email-- -- Able to sign in back into the mobile app-- -- Advised to log in the admin portal via her mobile phone -- Explained that issue might be in your end - Sent email about network recommendations and requirements Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16696456 Incontact ID: 431401226387 User ID: 2561867008 RC #: 9148487369 # of DLS: 1 Caller Name: John Callback Number: 3475452330/ Ext 304 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Issue with receiving SMS -- Provided Estimated Timeframe: Y Troubleshooting: -- Check number status-- SMS is enabled -- Test SMS-- Shows sent -- Changed operator Ext to 101 -- TEst SMS, customer was able to receive it __ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:431401254817 User ID: 1458469015 RC #: 3056651700/3056762436 # of DLS: Caller Name: Ashley Callback Number: 9546965685/ Ext 202 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone issue not provisioning Provided Estimated Timeframe: Y Troubleshooting: -- CISCO 8851- Provisioning -- SN: FCH2248F7FU- IP Address: 192.168.21.49| -- Ext 202- (305) 676-2436 -- Phone is on a different network than with computer, advised customer to connect the phone n the same network as the computer -- Customer is unable to auto provision phone -- Screen sharing agreed- Accessed GUI -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 431401367239 User ID:147389034 RC #: 6179327817 # of DLS: Caller Name: Monty Callback Number: 6179327817 Verified Email: Y Account Verified: Y-- Admin/User: Y Issue: -- Recordings from call logs- Hold time -- 10104 -- 1:28- 12:13pm--11:28- 12:53 Provided Estimated Timeframe: Y Troubleshooting: --Check call logs - -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16698112 Incontact ID: 431401419105 User ID: 425917040 RC #: 7176265466 # of DLS: Caller Name: Dan Callback Number: 7176265466/ Ext 10 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ordered 3 new desk phone -- Ext 28- Phones not working Provided Estimated Timeframe: Y Troubleshooting: --Checked on phone status--offline -- Extensions are disabled -- Guided customer in enabling the extension -_ Phone went online Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Incontact: 431401367239 RC: 6179327817 10103 Name: Monte Callback#: 5084817300 Called 5084817300, unable to talk to customer Contact ID: 431401535800 -- Called (617) 932-7817, Contact ID: 431401539106 -- Left VM about call logs CASE #: 16699198 Incontact ID: 431401541595 User ID: 62823861008 RC #: (412) 865-1018 # of DLS: Caller Name: Brian Callback Number:4129159124 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ben from Implex -- Ext 1301, DND does not seem to respond Provided Estimated Timeframe: Y Troubleshooting: -- Around 2pm Caller replaced the phone assigned on Ext 1301= Mitel 6930--(412) 865-1018 -- Back up phone swapped, upon hitting DND, the phone is not receiving the call and just go through the app -- Phone is online in admin portal -- Checked on extension settings- call handling is good, no custom rule -- Re synched the phone- Advised to press the DND button, the phone still does not ring -- Check IP address: 803665127008-192.168.5.27-- -- Assigned 08000FF36D3D - Ext 1310 -- 10.0.0.187-- -- Advised to access the phone's GUI-- -- Screen sharing agreed-- Checked DND key mode-- Changed to account -- Test Call, worked Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16699724 Incontact ID: 431401607021 User ID: 2222109011 RC #: # of DLS: Caller Name: Buff Callback Number: 4063707045 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone Issue- Changing User Ext 38- (406) 258-0038 -- CNAM Issue Provided Estimated Timeframe: Y Troubleshooting: -- Checked Extension settings-- 4062847077 the number involved -- (406) 258-0031- CNAM check, correct -- 4062847077 -- appearing on Ext 38 -_ Guided customer in changing the outbound ID on Ext 38 -- Will create Request for CNAM change for 4062847077 Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y UID: 2222109011 Number: 4062847077 IQNT-DID CNAM: Jake Balyeat CASE #: 16699787 Incontact ID: 431401615639 User ID: 790751048 RC #: 8059882250 # of DLS: Caller Name: Mona Callback Number: 8053002256/ Ext 102 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Past 2 days issues with RC -- Phone goes to VM- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal --Showed incoming call handling __ Changed call queue hours -- Test Call -- Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16699878 Incontact ID: 431401622466 User ID: 59253706 RC #:7753765865 # of DLS: Caller Name: Tom Callback Number: 7757228913/ Ext 201 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Phone is not working -- Provided Estimated Timeframe: Y Troubleshooting: -- Check on phone status, offline status -- Checked cable connection-- Not getting IP address -- Advised to connect phone on a known working location -- Not getting an IP address -_ Advised customer that phone might defective -- Customer understood, EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 16699724 431401646428 6106781015- 431401649559 431401655522 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