Untitled Note

Incontact ID:457404976226 RC#:5612934655 User ID:1503596020 Caller Name: Michelle Email: amichellelowequinn@gmail.com Callback Number: 5614246093 Account Verified: Yes Admin/User: 101 Issue: -RingCentral IVR keeps asking a pin whenever she calls in which customer doesnt have yet and IVR keep saying that her ext is invalid -don't want to receive txt messaging anymore because -requested a new account manager a year ago but no updates yet and still the same account manager Troubleshooting: -educate customer that entering a pin on our IVR let her account verified and skip the verification part -walkthrough customer on how to set pin for her ext -User > User list > Ext 101 > User details > security > Password and Pin change -call got disconnected when explaining -called customer back > Incontact ID: 457404988971, reached VM -called customer again > Incontact ID:457404989728, was able to reach customer -customer is asking if there's a way to receive the text message via email -educate customer that we can have a notification of text messaging via email but she will still receive a separate text message -customer understood and just want to disable the sms for main number > 5612934655 and for her ext number > 5614246093 -educate customer that we will create a request for disabling the sms and requesting a new account manager -customer agreed and will wait --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457404998986 RC#:4177713628 User ID:286485030 Caller Name: Kim Email: studiomanager0785@orangetheoryfitness.com Callback Number:4177713628 Account Verified: Yes via IVR Admin/User: 101 Issue: -customer said that when callers calls their main number, it goes directly to greeting then it disconnect the call -no option to leave voicemail as per customer Troubleshooting: -verified and customer don't know which phone is for ext 101 -did test call on ext 101 to determine which number is this > Incontact ID: 457405007809 -unable to reached and it says currently engage with a call -confirmed and customer said that this is the phone she is currently using right now -confirmed and customer wants the calls from main number to route on her phone directly with no greeting -walkthrough customer -Phone Sytems > AUto receptionist > General Settings > Call handling > set it ext 101 -confirmed and customer is okay to ring 4 rings then goes to voicemail if no one picks up on ext 101 -did a test call dialing the main number > Incontact ID: 457405014374 -was able to reach customer, working -customer said that they have other 2 phones and she wants to ring them too when dialing the main number -checked the account and it only has 1 digital line which is for ext 101 -educate customer about this and she said that she wants to use the number of ext 101 to other 2 phones as well -verified and customer is referring to 2 other handset -verified and it shows unregistered on 2 phones -walkthrough customer on how to connect the 2 other handset to the base -advised customer to press the wireless -nothing happens -advised customer to press OK > Settings > Registration > Register Handset > Register to base 3 -advised customer to do the same with last handset and register it to base 4 -need to disconnect to do test call on main number > Incontact ID: 457405027806 -was able to reached customer and all handset as ringing -all working FANTASTIC -Yealink W56H 8301520122503060 -W60B 805E0C1C1816 -Yealink W56H -new 2 phones, unregistered How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405038960 RC#: 8888317477 User ID:62771412008 Caller Name: Tiny, Yennire Useche Email: yuseche@nbii.com Callback Number: 8329331485 Account Verified: Yes via IVR Admin/User:104 Issue: it goes to voicemail after the message > tomorrow, 8am 7pm until 8am central -customer wants to have a message saying that the office if closed today due to holiday when dialing the main number -customer wants to have a voicemail option after the message -customer wants to have this message today starting this time until 8am tomorrow central time Troubleshooting: -confirmed and number being dialed is main number -customer said that they created already option to close the company -checked and there is already a custom rule for holiday -verified first with customer if the message is fine -walkthrough customer on how to listen to the message -Phone System > Groups > Message only Extension > ext 6 -Customer wants to add a message -educate customer that we have to record or create a text to speech -customer preferred to use text to speech -provided customer the link but customer is having a hard time accessing the link -educate customer that I can do a remote session so that I can control and further guide her -customer agreed, created a meeting session > 1494232654 -was able to request a remote and access https://wideo.co/text-to-speech/ -walkthrough customer on how to use it. -done and was able to download it. -walkthrough customer on how to upload it in ext 6 under message only extension -done and walkthrough customer on how to correct the custom rule tried to do test call but it keep saying bad number -tried to do test call using ring central app as advised by SME, was able to do test call and it goes to the message that we created and it has voicemail -all working now -created a child case > 17065205 as per SME advised and escalated to Telco Ops Team Good How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405147494 RC#: 8885387603 User ID:665267048 Caller Name: Julian Email: julian@jettheworld.com Callback Number: 21265819889 Account Verified: Yes Admin/User: 110 Issue: -salesforce integration to ring central -customer wants to know how this works and what are the best practices when using ring central for salesforce as user Troubleshooting: -walkthrough customer on how to reset the SQ of his ext to verify the account -was able to reset the SQ -attempt to provide customer the link where he can get the information guide for user using ringcentral for salesforce -customer refused and wants to talk to integration team to have a proper conversation from them on this really works or proper training -attempt to provide some information about salesforce for ring central but customer really wants to talk to integration team -educate customer that we can only raise or escalate a ticket if there's a specific question or if there's a problem with integration -customer agreed with the guides in website -refer customer to ringcentral.com/apps and search salesforce -walkthrough customer on how to get to the user guides -customer said that he will just check the guides on his own How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405175828 RC#: 4073795900 User ID: Caller Name: Sasha Email: sahsa@nexlvlmarketting.com Callback Number:4072598429 Account Verified: 102 Admin/User: Yes Issue: -customer said that she purchased another number but it's not working Troubleshooting: "estimated time of TS" -confirmed and the number that customer is referring to is > 8337042273 -checked the settings -calls from main number will goes directly to ivr which ext 103 is the only member for each key presses -checked and the number > 8337042273 is assigned to ext 103 -confirmed and customer wants to assign that number to ext 103 as well and wants to receive a call when someone reaches the ext 103 when dialing the main number -customer wants ext 103 to have 2 numbers > (833)704-2273 and (321) 245-9676 -checked How was your overall experience with ringcentral so far? , It's good. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405209110 RC#: 6304921912 User ID:394850029 Caller Name: Robert Email: robert@kuhncp.com Callback Number: 6304921912 Account Verified: Yes Admin/User: 101 Issue: -customer is having issue with texting -customer said that when he tried to text, he's getting an error saying > request rate exceeded -customer said that he think ext 102 is having the same issue -customer said that he is using CRM for ringcentral for texting and issue started half hour ago -customer wants to change the pin number as well Troubleshooting: -walkthrough customer on how to reset the pin as he requested immediately -Users > User with Extension > Ext 101 > User details > Security -confirmed and customer is using EngageBay CRM -checked in ringcentral.com/apps but EngageBay CRM is not there -attempt to refer customer to EngageBay CRM support but call got disconnected -called customer back > Incontact ID: 457405224628, reached voicemail -called customer for 2nd attempt > 457405225021, reached and left voicemail --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405229048 RC#: User ID: Caller Name: Email: Callback Number:6106781015 Account Verified: Y/N Admin/User: "Name and tenure of company" Issue: - Troubleshooting: "estimated time of TS" - How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405228666 RC#:8886307268 User ID:2033538021 Caller Name: Marlenn Email: missolano@theblueprint-co.com Callback Number: 9546305344 Account Verified: Yes Admin/User:101 Issue: -customer said that account is asking for a password when she tries to read or check the messages on the account -customer said that she doesn't know what the password is Troubleshooting: -confirmed and customer said that she wants to check the messages for her ext > 101, ext 102 and 110 as well -walkthrough customer on how to change the password for her ext -Users > User with extension > ext 101 > user details > security > password and pin change -customer reset as well her pin together with the password -password of customer works in ext 101 and 102 but not in ext 110 -tried to reset the password of ext 110 -done and provided to customer the password > Password!1 -customer is okay with that password without changing -customer needs to go now but she raised a quick request -customer said that she wants her external number and external number of jason to ring when someone reaches her ext line -walkthrough customer > Users > User with extensions > ext 101 > Call handling -customer wants now is to route all the calls only on her external number > 9546305344 and jason's external number > 7184198592 when someone reaches her ext -advised customer to turn off all of the enabled number there and just select add number to enter her external number same with the jason's external number -customer understood and she will just do it on her own -customer said she's okay and she will just call back -no test call was made since customer needs to go --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405408038 RC#: 3014304000 User ID:1557515027 Caller Name: Siedah Email: siedah@radiancedermmd.com Callback Number: 3014304000 Account Verified: Yes Admin/User:103 Issue: -customer wants to change the company schedule to 8AM to 5PM Eastern Troubleshooting: -customer is not the admin -provided some basic information on how to change the company schedule that she can provide to their admin educate customer to have their admin contact us to do the configuration if needed --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405418990 RC#: 8669961735 User ID:1702431010 Caller Name: Darrin Email: darrin.vandeman@briotix.com Callback Number: 8669961735 Account Verified: Yes via IVR Admin/User:2050 Issue: -customer wants all calls from 8442746849 should be forwarded to 4422151944 and call from 8002062972 should be forwarded to 4422151945 Troubleshooting: -confirmed and 4422151944 and 4422151945 are not ring central number -checked and 8442746849 is ext 1002 (IVR) and 8002062972 is ext 1001 (IVR) -confirmed and customer wants to make sure that the forwarding setup is correct on those 2 non ring central number with these 8442746849 and 8002062972 -educate customer that 2 ringcentral number are assigned to IVR, educate customer that we can use key presses or just assigned the number to specific user just to have a rule to forward directly the calls from those external numbers -customer preferred the 2nd option -assigned the 8442746849 to ext 2050 as customer request -created a custom rule under ext 2050 -test call dialing 8442746849 > incontact ID: 457405473073, working -do the same with 8002062972 and created another rule for under ext 2050 for this number -did a test call dialing > Incontact ID: 457405478503, working -all working -customer agreed to close the case --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457405490416 RC#:9142598559 User ID:2626439015 Caller Name: Doyla Email: doyla.chipi@imworx.org Callback Number: 9148018951 Account Verified: Yes Admin/User:102 Issue: -customer said that his phone is not ringing -customer said that it shows missed call and not even going to voicemail -customer is receiving the call via main number Troubleshooting: -confirmed and customer is using deskphone or ringcentral application to answer call -confirmed and customer said that it happens on both devices -customer said that the last it happens was last month -customer said that he's the only one encountered this -tried to get some call sample or number that goes to missed call but customer cant remember since it was last month -checked and so far there's no issue with the settings -did a test call to see the behavior of his devices -did a test call dialing the direct line of customer > Incontact ID: 457405506796, working and was able to reach customer -did test call on main number > 457405510101, working and was able to reach customer -educate customer that there's no really problem with the settings and when we did the test call, it's all working fine -educate customer that we can't isolate the issue for now since last time that it happened was last month but once the issue happens again, educate customer to call us back as soon as possible so that we can proceed further determining what really the cause -educate customer that for now, observe it and call back if needed -customer agreed -provided the case -agreed to close the case for now last month How was your overall experience with ringcentral so far? it was very good --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516534206 RC#: 9083939702 User ID:178785022 Caller Name: Elizabeth Email: providencemed01@yahoo.com Callback Number: 2014559477 Account Verified: Yes via IVR Admin/User: 201 Issue: -customer said that the her deskphone is not receiving calls Troubleshooting: -customer said that she is using (732) 442-2301 since her deskphone is not working -checked call handling of ext 201 and deskphone is not enabled -external number (908) 791-9993 is grouped with the deskphone and customer said that she doesnt want the the (908) 791-9993 to ring that's why she turned off -confirmed and customer said that she has a custom rule for monday to ring only her deskphone -confirmed and the date today on their location is tuesday -educate customer that what we need is to create a custom rule for tuesday since there's no rule for tuesday -walkthrough customer on how to create a rule for tuesday and ring only the (732) 523-4542 for ext 201 -did a test call dialing the ext 201 > Incontact ID: 457516579756, reached Voicemail and customer said that it didnt ring the deskphone -Checked and found out that tuesday rule is not turn on, educate customer to turn it on -did test call > 45751659604, reached someone but call got disconnected immediately -called customer back > 457516597439, reached different person and provided a number to reached the Elizabeth > 9083939702 -tried to call the number > Incontact ID: 457516600090, reached voicemail -tried to call again > Incontact ID: 457516602792, reached the same person who gave the 9083939702 -no confirmation if issue is really resolved and unable to reach customer now 9083939702 How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516615263 RC#:7175667491 User ID:60187801 Caller Name: Mary Email: folkandgarber@verizon.net Callback Number:7175667491 Account Verified: Yes Admin/User: 3 (717) 220-0291 Issue: -need to get pin number -setup a rule for vacation but wants to make sure that the call is routing to external number > (866) 755-5503 -customer wants to start the rule in dec 30 4pm to jan 03 7:30AM eastern time Troubleshooting: -called the contact person on this account > Incontact ID: 457516642007, reached voicemail -tried again > Incontact ID: 457516643650, still voicemail -educate customer that we can only do the changes or apply this rule on her ext only since we don't have access for super admin -customer agreed -customer already have custom rule but the date is not correct -walkthrough customer -done and did a test call > Incontact ID: 457516670522, reached a queue and I'm on the waiting queue -ended the test call and customer said it's working -walkthrough customer on how to reset the pin -user > ext 3 > user details > security > password and pin change -done and customer said that the caller id is not correct -customer said that their caller ID is showing John Dickson and it should be Folk and Garber -educate customer that we can't do any changes on the main account unless we have a super admin access -customer wants me to call Tim which is the super admin and left a voicemail about this request -called Tim as per customer request > Incontact ID: 457516693261, reached and left vm -all working and customer agreed to close the case name that shows is different John Dickson dial out How was your overall experience with ringcentral so far? it's been great --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID: 457516689871 RC#:8056952545 User ID:3421995020 Caller Name: Hayley Dox Email: hayley@bdanticques.com Callback Number:3107696600 Account Verified: Yes Admin/User:101 Issue: -customer said that the person who setup the account is no longer with the company, -customer need to reset the pin -customer is asking some information of the billing information of the account Troubleshooting: -provided customer the information under billing > Overview -customer said that there's 2 charges happening -one is every 19th of the month for $84.26 and the other one is every 10th of the month for $49.77 -walkthrough customer to get to the billing page > Billing > Billing history -educate customer that the charges is only every 18th of every month -customer understood now -walkthrough customer on how to reset the pin > user > user with ext > ext 101 > user details > security -not letting her save the new pin -advised customer to refresh the page -customer did and was able to change and it's working now -agreed to close the case How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516822184 RC#: 9546866628 | 9545195244 User ID:144132028 Caller Name: David Email: david.beacon@brightway.com Callback Number: 9547629083 Account Verified: yes Admin/User: 10104 Issue: -customer said that this is his 3rd call, customer said that he has a case number from prev call > 17069602 -customer said that case is already escalated but no one called him back and customer is asking for update -customer said that the issue not getting calls on mobile application Troubleshooting: -walkthrough customer on how to reset the SQ to verify the account -settings > ext 10104 > user details > security > pasword and pin change -was able to verify the account now -checked and account is contact center -will transfer to enterprise team > Incontact ID: 457516856625 -call got disconnected when transferring the call to enterprise team -called customer back > Incontact ID: 457516865757, reached VM -called customer the 2nd time > Incontact ID: 457516866767, was able to reached customer -will transfer again to enterprise team > Incontact ID: 457516869194 How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516871727 RC#: 8883151729 User ID:63065839008 Caller Name: Mark Bernard Email: mark@daywoodpwm.com Callback Number: 6503183627 Account Verified: Yes Admin/User: 101 Issue: -got an email that the number ported in was successful -customer wants to check if it's really successful -customer said that the numbers are 8883151729,6503183627 and 6504723037 Troubleshooting: -checked and numbers are lived and the date completed was 12/27/2022 -educate customer that the process is complete and he can start to use now those numbers -customer responded but cant hear the customer clearly, educate customer that I cant hear him clearly -call got ended, called customer back > Incontact ID: 457516889344, reached VM -called customer again > Incontact ID: 457516890663, reached VM again --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516887384 RC#:2038318555 User ID:253174048 Caller Name: Theresa Email: trogers@jwygal.com Callback Number:2038318555 Account Verified: Yes via IVR Admin/User: 101 Issue: -customer is asking how can she update a voicemail greeting of ext 103 -customer doesn't want to use her voice for the message Troubleshooting: -walkthrough customer on how to create a text to speech using https://wideo.co/text-to-speech/ -was able to create and download a text to speech message for voicemail -walkthrough customer on how to change > user > user with extension > ext 103 > voicemail > edit > importing > Browse > uploaded the downloaded text to speech -checked and was able to changed -did a test call on ext 103 > Incontact ID: 457516933055, reached VM and the new message is working -educate customer that it's working -all good, agreed to close the case How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457516928099 RC#:8005759284 User ID:229875027 Caller Name: Pati Email: patricia.b@enterpriseconsultantsgroup.com Callback Number:4243162672 Account Verified: Yes via IVR Admin/User: 102 Issue: -customer said that they purchased a number today for user but it's unable to receive text messages -customer said that the number is for ext 138 and the number is 4242738726 Troubleshooting: -checked in SCP tool and 4242738726 number for SMS/MMS is not yet enabled -educate customer that we have to request this to be enabled by having her fill up the TCR form -customer agreed but asked why because before, they don't need to do this -educate customer that all carrier including ring central is requiring to register the number to avoid the number of receiving scams and fraud messages -customer understood -sent to customer the TCR and waited for customer to return the form to verify -was able to get the form back and all information is complete -educate customer that approval will take 7-10BD -uploaded as well the form under file/notes -adv customer to upload as well on her end using the link below inside the form -done How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457517012790 RC#: 8084668770 User ID:303413049 Caller Name: Pier Email: info@mauitravelsupplies.com Callback Number: 8084462216 Account Verified: Yes Admin/User: 102 Issue: -customer said that he's looking for old text message conversation from sep or early octover -when texting their callers, customer said that it shows 2 different number which is 6611212 and 4668700 Troubleshooting: "estimated time of TS" -unable to check the account -customer provided the main number but it showing different information and different company -verified and the name of company as per customer is maui travel -tried to search using the email of customer -was able to locate the account -checked the settings -Main number is 8084668770 and operator is set as ext 102 (808) 661-1212 -educate customer that the messages being sent on the main number is going directly to ext 102 then since ext 102 is receiving the messages, ext 102 is the one replying back to their clients that's why it's showing the (808) 661-1212 when customer receiving the text messages -educate customer that we can only assign a user or extension to the operator and we cant use the main number -customer wants to swap the numbers, (808) 661-1212 as main number and 8084668770 as number of ext 102 -was able to swap the numbers using SCP tool -customer wants now to locate a specific text message conversation but it's not showing anymore in ringcentral app -customer said that the conversation in that number was just around September this year -customer already checked in ring central app and it's not showing there any more -educate customer that since it's just around September, it should be there unless the conversation was deleted -educate customer that if the message was deleted, there's no option -customer keep insisting -educate customer that the only option is to have a subpoena from court and submit it to the legal team so that they can access his account -educate customer that ring central doesnt really have a way to retrieve it for privacy and security purposes of his account -customer understood How was your overall experience with ringcentral so far? --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Incontact ID:457517314868 RC#:(703) 520-9533 User ID:63036204008 Caller Name: Elizabeth Email: ebookwalter@pattbook.com Callback Number: 8607095163 Account Verified: Yes via the prev rep Admin/User: 102 Issue: -phones are down for 4 days -numbers are ported, number is already in admin portal -number still on their end -transferred call from sales -customer said that the main number is not working -customer said that if someone outside ringcentral called their main number, main number is not reachable and sometimes there is a message saying "this number is no longer in service" -customer said that if within ring central, the main number is reachable -customer said that it happened 4 days ago until now -customer said that she tried to contact her direct line using her external number and the carrier is AT