Untitled Note

02/28 CASE #:17692964 Incontact ID: 460406600673 User ID: 755454040 RC #: 6673095467 # of DLS: Caller Name: Wendy Callback Number: 416014428- Ext 24428 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Update Caller ID name -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged in to admin portal -- Checked extension 899905-(667) 309-5467 DCC RN, -- Created request for CNAM change -- Informed the customer of 72 BD Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y User ID: 755454040 (667) 309-5467 CNAM: DCC RN CASE #: (800) 203-3550 Incontact ID:460406609064 User ID: 63065589008 RC #: (800) 203-3550 # of DLS: Caller Name: Fernando Callback Number: 7742854283- Ext 104 Verified Email: Y- fernando@a-costains.com Account Verified: Y- auth Admin/User: Y Issue: -- Business SMS- -- E- Fax- queries -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised that there is a specific team who handles TCR registration -- Number type does not have fax -- Checked Plan- Customer has MVP essenstials -- Provided info to customer that MVP standard is the least plan that has e fax -- Customer is interested in upgrading- the PLAN- -- Messaged AM- -called back the customer -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- Take call from M-Ware- no audio -- CASE #: 17658287 Incontact ID: 460406633233 User ID: 958619019 RC #:2817199369 # of DLS: 2 Caller Name: Liz Callback Number: 2817199369 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Issue- Unable to do dial out -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on Desk phone status- Missing emergency response -- Updated e 911- Phone rebooted -- Test Call Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y (916) 296-5866 2057897388 CASE #: Incontact ID: 460406667943 User ID: 264581028 RC #: 2052089690 # of DLS: Caller Name: Len Callback Number:2052089690- Ext 105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Forward Call- to Cellphone -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Disable audio while connecting -- Disable custom rule- -- MIssed call sent to VM-- - TEst Call Successful - Customer wants to change the passwords for the extensions -- Guided customer-in making the changes -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 460406700451- Called customer back, left VM Called (443) 317-9227-- 460406705071; Provided info that individual CNAM is not available anymore -- Customer understood CASE #: 17698670 Incontact ID: 460406711594 User ID: 1701078021 RC #: (856) 333-9712 # of DLS: Caller Name: Audrey Callback Number: (856) 333-9712 Ext 108 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Added a line- SMS is not working -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 340-- 4405349458 is the number involved -- Checked number status in AI-- SMS is not supported -- Unable to find TCR in google folder -- TCR not registered from admin portal'-- -- Advised to process TCR from admin portal -- Guided customer in how to register TCR from portal -- Customer wants to change CC address-- Guided customer where to change it -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17702312 Incontact ID: 460406856884 User ID: 624166048 RC #: 8637772217 # of DLS: 10 Caller Name: Breanna Callback Number: 8637772217- Ext 109 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Calls are forwarded to a number -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked call handling-- Custom rule is present -- Disabled custom rule -- Test Call Successful -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17702548 Incontact ID: 460406859646 User ID: 63056631008 RC #: 7802296035 # of DLS: Caller Name: Kassandra Callback Number: 2504350240- Ext 105 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone activation- -- Provided Estimated Timeframe: Y Troubleshooting: -- Yealink SIP- T42S -- MAC: 805EC0CECAA1 -- Customer is not on location- Unable to contact someone from the location -- Guided customer in how to change user details -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 460406897736 User ID: RC #: # of DLS: Caller Name: Callback Number: (208) 357-3127 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: 460406897029 User ID: 3736223020 RC #: 5124730201 # of DLS: Caller Name: Brandy Callback Number: (512) 439-8925- Ext 104 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- After hours message- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked on after hours message -- Confirmed custom rule will be played during after hours Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17703304 Incontact ID: 460406899026 User ID: 875293048 RC #: 8137253056 # of DLS: 3 Caller Name: Anthony Callback Number: (813) 981-2631 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Change security settings- -- Provided Estimated Timeframe: Y Troubleshooting: -- Change user role- custom role( call recordings) -- Created custom role- Super admin 2- -- Remove super admin role on Ext 101 -- Gave custom role to 101-- without access to call recordings -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17703155 Incontact ID: 460406938683 User ID: 1691807027 RC #: (281)-640-0911 # of DLS: Caller Name: Zhou Callback Number: (832)-202-5898 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Phone Provisioning -- - Provided Estimated Timeframe: Y Troubleshooting: -- Checked status of phone-- offline -- Advised to check the IP: no IP- -- Advised to connect phone directly to modem -- Went online-- Advised to contact IT to replace device (switch) -- Wants to receive email notifications from main number -- Added email notif on Ext 9999-- -- Test Call Successful -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17703913 Incontact ID: 460406954297 User ID: 247295040 RC #: 8552322006 # of DLS: 94 Caller Name: Windy Callback Number: 9723581097- Ext 1098 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Set up phones -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 9099- (571) 489-5580, 9100, 9101, 9102, 9103 -- Customer not on location- Merged the call with the ones in location -- Checked cabling of phone-- reboot 4 times- -- Screen sharing agreed-- Enabled ICS -- Computer is not recognizing the ethernet connection-- Advised to check the cabling -- 192.168.137.52- 4825670A8560-- Went online --4825670A842D- (571) 386-2080- Went online -_ EOC- on location --Called Mindy at 9723581097-- 460407029850 -_EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 5713592497-- 4825670A8435--(571) 489-4950 4825670A7F22--(571) 695-2580 4825670A8427 - (571) 695-2655 4825670A842D- (571) 386-2080 CASE #: Incontact ID:460407118048 User ID: RC #: # of DLS: Caller Name: Callback Number: Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Avaya Phone -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 460407118048 9900 CASE #: 17705570 Incontact ID: 460407111251 User ID: 62306503023 RC #: (360) 394-9710 # of DLS: 91 Caller Name: Brooks Callback Number: 360) 394-9701 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Return a Phone number to inventory- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- number involved- 3603949710 -- Advised to log into admin portal -- Guided customer in moving the line but getting a billing error message -_ Consulted FS, advised to recreate Extension -- Deleted the extension -- keep number -- Successful EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:17705932 Incontact ID: 460407137122 User ID: 1616793004 RC #: 8668101305 # of DLS: 3 Caller Name: Sandy Callback Number: (760) 4171994| Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Created a Conferencing Line -- Provided Estimated Timeframe: Y Troubleshooting: -- How to record a call- 6613100021 conference calling number -- Assign to Ext 200 and assigned as conference number -- Test Call-- Enabled Call Recording -- Guided customer in filtering recorded calls -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called (509) 533-5209; (509) 934-5805 CASE #: 17703384 Incontact ID: 460407223495 User ID: 1561025020 RC #: 9512480543 # of DLS: 180 Caller Name: Crystal Callback Number: (951) 248-0543 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Messaging issue -- Provided Estimated Timeframe: Y Troubleshooting: -- Explained TCR campaign and branding- -- Guided customer in how to fill out the campaign -- Able to complete the campaign registration process -- Wants to talk to a supervisor about how the previous calls were handled -- No available Supervisor offered called back Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 6503005169 CASE #: Incontact ID: 460407252762 User ID: RC #: # of DLS: Caller Name: Callback Number: (586) 800-8005 Verified Email: Y- Account Verified: Y- Admin/User: Y Issue: -- Fax number- -- -- Provided Estimated Timeframe: Y Troubleshooting: -- -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17707104 Incontact ID: 460407265839 User ID:60538182006 RC #: 3129247575 # of DLS: Caller Name: David Callback Number: 3123998988 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Port in numbers to RC -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in submitting a new porting order -- Successfully submitted -- Order Number: 197787004 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 17707370 Incontact ID: 460407279391 User ID: 62984625028 RC #: 7132340424 # of DLS: 4 Caller Name: Sherry Callback Number:(713) 234-1014 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Phone provisioning- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- 7132340424-advised to log in as admin- no access -- Advised caller that a super admin access is required to make changes -- Advised to download the international whitelisting form and fil it out -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 03/01 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