_assisted by Racquel (833) 247-7694

InContact ID: 459724055114 Issue: -wrong number -caller is trying to reach By Proxy ************************************************ Caller Name: Rory RC #: 6108710455 Callback Number: (610) 349-7821 Verified Email: contact@driscolehowell.com # of DLS: 0 InContact ID: 459724063899 User ID: 61850619006 Case #: Account Verified: Y Issue: -call forwarding Troubleshooting: -the plan is RingCentral Fax1500 -adv cust to upgrade the plan to MVP plan with IVR option 610 ************************************************ Caller Name: Emery RC #: 4073745194 Callback Number: (352) 483-6507 Verified Email: emery.tsm@gmail.com # of DLS: 22 InContact ID: 459724083972 User ID: 3248980008 Case #: Account Verified: Y Issue: -enable sms feature for ext 233 Troubleshooting: -checked tcr status: NOT LISTED UID: 3248980008 Company Name: Total Sleep Management, Inc -assisted cust in filling out tcr form sleeptester1@gmail.com ************************************************ Caller Name: Radwan Saleh RC #: 7804560009 Callback Number: (780) 720-0670 Verified Email: edmrudy@gmail.com # of DLS: 3 InContact ID: 459724165448 User ID: 275718043 Case #: Account Verified: Y Issue: -portin status of phone number (780) 456-0009 Troubleshooting: -checked portin status: Order Number: 3614043 Date Created: 2023-02-03 Status: Pending Confirmed Transfer Date: 2023-02-14 -cust said he will call back tomorrow (780) 456-0009 ************************************************ InContact ID: 459724183702 Issue: -ghost call ************************************************ Caller Name: Paul RC #: Callback Number: 9736501690 Verified Email: paulsaks@tfsrep.com # of DLS: 0 InContact ID: 459724197275 User ID: 63220958004 Case #: Account Verified: Y Issue: -xferred call from Manilyn (sales) -unable to locate that fax that he received Troubleshooting: -assisted cust in logging in to the web version of the app at https://app.ringcentral.com -cust then was able to locate the fax -enabled "Use email to log in" for the email add paulsaks@tfsrep.com -case closed ************************************************ Caller Name: Pratik RC #: Callback Number: (203) 742-7700 Verified Email: # of DLS: 544 InContact ID: 459724209880 User ID: Case #: Account Verified: Y / ext 7822 Issue: -hosting 2 meetings at the same time Troubleshooting: -explained that a user can only host a meeting one at a time -adv cust to have another user to schedule another meeting in behalf of the another user who is not hosting a meeting at the same time 17540672 ************************************************ Caller Name: Ashley RC #: 9402556552 Callback Number: (940) 255-6552 Verified Email: office@virtuemedicalpa.com # of DLS: 6 InContact ID: 459724216289 User ID: 196517048 Case #: Account Verified: Y Issue: -call forwarding for the main number (940) 255-6552 and (940) 648-1400 Troubleshooting: -created a custom rule to the main company call handling to forward all calls to the call queue group ext 1 -did test call / success -case closed ************************************************ Caller Name: Heidi RC #: 8153806760 Callback Number: (815) 978-9809 Verified Email: Heidi@JacksonLevel.com # of DLS: InContact ID: 459724265449 User ID: 63064114008 Case #: Account Verified: Y Issue: -failed sms Troubleshooting: -checked tcr status: RECEIVED 01/25 UID: 63064114008 Company Name: Jackson Level -cust wants refund for the months that she has not been able to use sms ************************************************ Caller Name: Pamela RC #: 8888554841 Callback Number: (708) 829-6229 Verified Email: pamelap0705@outlook.com # of DLS: 1 InContact ID: 459724298165 User ID: 63215735004 Case #: Account Verified: Y / mythical 5 Issue: -phone number migration -move the phone number (888) 855-4841 from uid 63215735004 to uid 63235400004 Troubleshooting: -called CERT / replaced the phone number (888) 855-4841 with (800) 2185972 -changed ph # (708) 497-4618 with (888) 855-4841 -xferred call to cert to cancel the trial actc which will expire on 02/17 uid: 63215735004 (trial) uid: 63235400004 (paid ) (708) 497-4604 - direct # (708) 497-4618 - main # (708) 497-4575 - fax # (888) 855-4841 - main # (951) 376-3081 - direct # JR ************************************************ Caller Name: Joey RC #: Callback Number: 9173369482 Verified Email: # of DLS: 1 InContact ID: 459724342641 User ID: 725852040 Case #: Account Verified: Y Issue: -consultation call from Jeff (at risk) -failed sms Troubleshooting: -adv rep to update card info on file ************************************************ RC #: 3037420570 / Verified Email: shawnforlong@icloud.com # of DLS: InContact ID: 459724358579 Issue: -tried searching f or the phone number and email / no results ************************************************ InContact ID: 459724380107 User ID: 2050391011 Case #: Account Verified: Y Issue: -consultation call from Jenny (contact center) -increase Max Agents in Simultaneous Call Queue Troubleshooting: -set the Max Agents in Simultaneous Call Queue to 50 ************************************************ Caller Name: Mr. Cox RC #: 7137227440 InContact ID: 459724402566 User ID: 62812109008 Account Verified: NO Issue: -call forwarding -cust cant verify the acct -cust hung up -no cb # ************************************************ Caller Name: Nolan RC #: 7137227440 Callback Number: (281) 236-3433 Verified Email: ncox@scg-group.com # of DLS: InContact ID: 459724416912 User ID: 62812109008 Case #: Account Verified: Y Issue: -call forwarding for the phone number (7130 722-7440 Troubleshooting: -created ivr menu ext 1001 -manually rebooted the deskphones -cust would like t o provision the phones from UID 62613624007 to UID 62812109008 SN: 64167F480601 SN: 64167F481516 SN: 64167F481BA5 -cust cant verify the uid 62613624007 -adv cust to have someone delete the deskphones in uid 62613624007 to provision them to UID 62812109008 -explained to cust that we need to add 3 more license for the deskphone then assign the phone number (832) 377-3890 to an auto-receptionist ************************************************ Caller Name: Leslie RC #: 2819407454 Callback Number: (713) 205-2217 Verified Email: Leslie@jflowershealth.com # of DLS: 15 InContact ID: 459724583905 User ID: 63229372004 Case #: Account Verified: Y Issue: -voicemail greeting for the main number (281) 940-7454 Troubleshooting: -assisted cust in customizing the voicemail greeting of call queue group ext 1 where all calls are being routed -updated the vm greeting for work hours and after hours -case closed ************************************************ Caller Name: Nolan RC #: Callback Number: (281) 236-3433 Verified Email: ncox@scg-group.com # of DLS: InContact ID: 459724614513 User ID: 62812109008 Case #: Account Verified: Y Issue: -phone provisioning to new users Troubleshooting: -did a 3-way call with Bill (super admin of the UID 62613624007) -gained agreement to delete the phones below and transfer deskphones to uid 62812109008 SN: 64167F480601 SN: 64167F481516 SN: 64167F481BA5 -tried to add 3 mvp licenses / error message: "You have exceeded the maximum allowed value that can be processed on your account in a single billing cycle. For security purposes, please contact customer service at (888) 898-4591 to verify your billing information and request an account limit increase." -called Billing dept / spoke with Precious -rep created a Urgent Billing Operations case 17546955 / rep said it will take 45 minutes to be approved -sched a callback to cust after 1 hour cb #: (281) 236-3433 cb icid: 459724719071 -spoke with Nolan -requested another callback ************************************************ Caller Name: James RC #: 9852246721 Callback Number: (504) 400-7240 Verified Email: deondominions@yahoo.com # of DLS: 2 InContact ID: 459724721497 User ID: 63236194004 Case #: Account Verified: Y / Mythical 5 Issue: -portin request submission Troubleshooting: -updated and resubmitted the portin request: PHONE #: (985) 224-6721 ACCT #: 530307612 PHONE #: (985) 210-7437 ACCT #: 433267617 - ************************************************ SN: 64167F480601 SN: 64167F481516 SN: 64167F481BA5 cb #: (281) 236-3433 cb icid: 459724739804 -spoke with nolan -requested to increase the monthly limit to be able to add digital lines -assigned the phone below: SN: 64167F480601 LINE: (832) 626-4018 ext 37443 MODEL: Polycom VVX 311 Gigabit Ethernet Phone SN: 64167F481516 LINE: (832) 559-4397 ext 37442 MODEL: Polycom VVX 311 Gigabit Ethernet Phone SN: 64167F481BA5 LINE: (832) 482-1343 ext 37441 MODEL: Polycom VVX 311 Gigabit Ethernet Phone -changed the phone number from (832) 377-3890 to (832) 476-2024 -assigned the phone number (832) 377-3890 -created call queue group for the call forwarding of phone number (832) 377-3890 -keep case open for monitoring and testing Harris County Culinary ************************************************ 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: ************************************************