_assisted by Racquel

InContact ID: 459607512441 Issue: -caller said she got the wrong number ************************************************ Caller Name: Missy RC #: Callback Number: 4022525330 Verified Email: lawoffice@lepantlaw.com # of DLS: 7 InContact ID: 459607524401 User ID: 191708048 Case #: Account Verified: Y Issue: -xferred call from Jericho (sales) -reassign a deskphone to a new user -voicemail greeting Troubleshooting: -added new user ext 222 -assigned the phone: LINE: (402) 242-4521 ext 222 SN: 805E0C4E3193 MODEL: Yealink T54W Prime Business Phone -assisted cust on how to change the voicemail greeting to default -assisted cust in adding ext 222 to the park locations -case closed ************************************************ Caller Name: Perry Nicholas RC #: 6468092294 Callback Number: (646) 809-2294 Verified Email: perry@rayhillinc.com # of DLS: 2 InContact ID: 459607558427 User ID: 1085688020 Case #: Account Verified: Y Issue: -wants to delete phone numbers Troubleshooting: -swapped the phone number (646) 568-5850 to (646) 809-2294 -deleted phone numbers (646) 568-5850 and (646) 540-3914 as per cust request -xferred call to CERT to delete (646) 915-0882 ************************************************ Caller Name: Kaycee RC #: 9702642500 Callback Number: (970) 946-6980 Verified Email: Buckskin-ap@outlook.com # of DLS: 9 InContact ID: 459607567597 User ID: 201983048 Case #: Account Verified: Y Issue: -password reset Troubleshooting: -sent an email to Buckskin-ap@outlook.com for password reset -assisted cust in enabling intercom calls -assisted cust in setting the paging group and the paging devices -case closed ************************************************ Caller Name: Alex Brandwein RC #: 3103596303 Callback Number: (480) 652-5675 Verified Email: alex@inhancedesignbuild.com # of DLS: 3 InContact ID: 459607634882 User ID: Case #: Account Verified: Y Issue: -follow up on tcr status Troubleshooting: checked tcr status: REJECTED: (12) - Incorrect Opt-In/Opt-Out/Help Message,(14) - Three (3) Unique Sample SMS are required UID: 63114798008 Company Name: Inhance Interiors -assisted cust in filling out the form again ************************************************ InContact ID: 459607661037 User ID: 322027029 Case #: Account Verified: Y Issue: -consultation call Jess (sales) Troubleshooting: status: pre-approved 01/31 User ID: 322027029 Company Name: Pride Car Shipping Inc ************************************************ Caller Name: Hank RC #: Callback Number: (610) 205-3303 Verified Email: hank.vare@brightmls.com # of DLS: InContact ID: 459607707239 User ID: 402699027 Case #: Account Verified: Y / ext 3303 Issue: -"I never received a call and today logged into support.ringcentral.com to see what was happening with this ticket and see that it was closed. Can you advise why this ticket was closed?" Troubleshooting: -xferred to Contact center support 17302036 Jen ************************************************ Caller Name: Elisha Metto RC #: 2108745194 Callback Number: (210) 636-2297 Verified Email: DispatchTeam@imanilogistics.com # of DLS: 1 InContact ID: 459607719891 User ID: 63192390004 Case #: Account Verified: Y Issue: -set up the 2nd user ext on the account Troubleshooting: -set up user ext 102 from the unassigned ext section of admin portal -adv cust that welcome invite via email was sent to the user ext 102 -case closed ************************************************ Caller Name: ERIN GALLAGHER RC #: Callback Number: 9543021183 Verified Email: ering@apcpackaging.com # of DLS: 24 InContact ID: 459607732159 User ID: 285434026 Case #: Account Verified: Y Issue: -xferred call from Ivan (sales) -ext 224 is having trouble with Hubspot integration -the features of RingCentral are not accessible even though Hubspot shows the RC icon Troubleshooting: -ext 224 is already integrated with RingCentral but the features of RC are not working in Hubspot -exts 209 and 220 are working just fine -cust said that she can see the ext 224 in the Hubspot's admin -when they click on the RC icon in Hubspot, nothing is happening ************************************************ Caller Name: Liz RC #: 2068957535 Callback Number: (206) 590-2424 Verified Email: elizabeth.ward@therapydia.com # of DLS: 119 InContact ID: 459607750168 User ID: 2020477020 Case #: Account Verified: Y / ext 992 Issue: -phone is offline in ext 992 -cust said that they had a power outage then the phone went offline Troubleshooting: -assisted cust in changing her SQ thru the admin portal -checked ip add : blank LINE: (206) 590-2424 ext 992 SN: 4825670A4E0A MODEL: Polycom VVX 350 Business IP Phone -unplugged the ethernet cord from the modem then plugged it back in -phone went online -did test call / success -case closed Provisioning Counter: 1133 ************************************************ # of DLS: 12 InContact ID: 459607765422 User ID: 308882029 Case #: Account Verified: Y Issue: -consultation call from Mike (sales) -ext 101 and 113 are not able to send sms Troubleshooting: -adv rep that the sms may or may not work while tcr is still in progress ************************************************ Caller Name: Carol Sullivan RC #: 4106538198 Callback Number: 410 458 6090 Verified Email: csullivan@wbhadvisory.com # of DLS: 13 InContact ID: 459607768497 User ID: 679870009 Case #: Account Verified: Y / ext 101 Issue: -outbound caller id name Troubleshooting: -requested to update cnam: UID: 679870009 PH #s: 14106533187 14106535478 14106538138 14106538143 14106538198 14106538661 14106538662 14108477003 14108477004 14108477005 14108740056 14432644893 14432644894 CNAM:WBH ADVISORY PROVIDER: IQNT-DID Order ID: 68758966 ************************************************ Caller Name: Anthony RC #: 9078852320 Callback Number: Verified Email: # of DLS: InContact ID: 459607800917 User ID: 144075041 Case #: Account Verified: NO Issue: -wants to know who disconnected the call (caller or the user ext?) Troubleshooting: -adv cust that the feature is not available for their acct but for Contact center accts only ************************************************ Caller Name: Clayton InContact ID: 459607827334 Issue: -access call recording on October 28 Troubleshooting: cust said he received the request to retrieve the call recording on 01/31 -explained that the data retention for call recordings is 90 days October ************************************************ Caller Name: Blair Goranson RC #: Callback Number: 4033927349 Verified Email: blair.goranson@gmail.com # of DLS: 0 InContact ID: 459607835986 User ID: 635494009 Case #: Account Verified: Y Issue: -xferred call Gel (expansion) -password reset -cust is not receiving the email to reset the password of the admin portal Troubleshooting: -sent the email to cust with link to reset the password of the admin portal / success -Include attachment with email notifications -case closed ************************************************ Caller Name: Bill RC #: 7328440223 Callback Number: 2016385931 Verified Email: Alarm@1844ABFSecurity.com # of DLS: 1 InContact ID: 459607849666 User ID: 1969217027 Case #: Account Verified: Y Issue: -desk phone is not ringing on ext 101 Troubleshooting: -increased the ring volume of the phone to its highest -did test call to the direct number of ext 101 (732) 410-7838 / phone did not ring and the phone did not show that there is an incoming call -resynced the phone thru admin portal / did test call / phone still did not ring -did screen sharing / LINE: (732) 410-7838 SN: 805EC0C9A030 MODEL: Yealink T42S Gigabit Business Phone IP ADD: 192.168.68.117 -reset phone to factory settings -re-prov the desk phone https://yp.ringcentral.com/provisioning/yealink/T42S -did test call / success -case closed ************************************************ Caller Name: Amanda RC #: 2094081613 Callback Number: 2094098589 Verified Email: pinnaclehealth1608@gmail.com # of DLS: InContact ID: 459607908978 User ID: 63211678004 Case #: Account Verified: Y Issue: -fax feature Troubleshooting: -adv cust of fax feature limitations ************************************************ Caller Name: Luke RC #: 3193204608 Callback Number: (319) 774-2107 Verified Email: luke.vorwald@forbintech.com # of DLS: 518 InContact ID: 459607932304 User ID: 643214009 Case #: Account Verified: Y / ext 6161 Issue: -call routing for the phone number (563) 652-6161 Troubleshooting: -assigned the phone number (563) 652-6161 as a site number to Brad Deery Ford -did test call / success -case closed ************************************************ Caller Name: Cheryl RC #: 5036257706 Callback Number: (503) 625-7706 Verified Email: cheryl@kittslawgroup.com # of DLS: 3 InContact ID: 459607952097 User ID: 147193048 Case #: Account Verified: Y / ext 102 Issue: -call forwarding for phone number (503) 625-7706 Troubleshooting: -deleted ext 101 from the call queue group ext 1 -did test call / success -case closed ************************************************ Caller Name: Nanxal RC #: 2123909577 Callback Number: Verified Email: nan.xiao@greenland-cap.com # of DLS: 44 InContact ID: 459607963792 User ID: 318932030 Case #: Account Verified: Y / ext 108 Issue: -tcr inquiry Troubleshooting: -assisted cust in filling out and uploading the completed form -adv cust that completion of tcr may take up to 25 business days ************************************************ Caller Name: Carol RC #: Callback Number: (516) 885-5181 Verified Email: carolpayt@gmail.com # of DLS: 2 InContact ID: 459608047509 User ID: 63194503004 Case #: Account Verified: Y Issue: -activate ext 102 Troubleshooting: -activated ext 102 from the unassigned ext section via email invite -created an IVR Menu -recorded IVR prompt via phone call -did test call / success -sent email to carolpayt@gmail.com for password reset -submitted request to update cnam: UID: 63194503004 PH #: 15166132651 15166132723 15168866086 CNAM: CAROL A PAYTON PROVIDER: IQNT-DID -case closed 5166722309 ************************************************ Caller Name: Brittni RC #: 4407540231 Callback Number: (865) 287-3798 Verified Email: brittni.rockyrivercfa@gmail.com # of DLS: 2 InContact ID: 459608105965 User ID: 358259048 Case #: Account Verified: Y Issue: -call forwarding for the main number -phone replacement Troubleshooting: -turned off the custom rule in the company call handling rules -forwarded the incoming calls to the Main IVR menu -cust is trying to work on the phone below: LINE: (440) 744-5979 ext 102 SN: 805E0C534751 model: Yealink W60P Cordless Phone with 1 Handset -cust cant find an ethernet cord to connect the phone to internet -updated email add of ext 101 to 02239@chick-fil-a.com -assisted cust in placing an order for a cordless phone -case closed ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************