Untitled Note
By: Anonymous11/9/20222 views Public Note
11/09
CASE #: 16703755
Incontact ID:431401944788
User ID: 166588035/
RC #: 3123806631
# of DLS:32
Caller Name: Scott
Callback Number: 3127353756/ Ext 8660
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Password for yealink-
--Advised by chat to call us for the password
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Logged in to AI
--Checked instance iD
-- Provided password to customer
-_ was able to log in to GUI
pP EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:16703950
Incontact ID: 431401971067
User ID:215914030
RC #: 9725734001
# of DLS: 2
Caller Name: Victoria
Callback Number: 9715734001/ Ext 102
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- FAX issue and phone system
-- Receiving Faxes- from 8179222246-
--Caller ID tagged as SPAM
Provided Estimated Timeframe: Y
Troubleshooting:
-- Sent email article on how to avoid being tagged as spam and enrol numbers to carrier links
-- Customer mentioned that there are a couple of customers that are reported saying they sent a fax but they did not receive any
-- Checked logs- Only showing outgoing faxes sent
-- Customer disconnected the call-- Called 9715734001
-- Unable to callback--
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Called 9715734001
CASE #: 16704329
Incontact ID:431402018423
User ID: 62928966008
RC #: 4108265316
# of DLS:
Caller Name: Carolyn
Callback Number: 4109638892
Verified Email: Y-msboice2015@gmail
Account Verified: Y-
Admin/User: Y
Issue:
-- Account active- 4108265316
-- Checking if acct
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log into admin portal using the phone number
-- Customer wants to use the email to log in
-- Updated the email for the extension -- msboice2015@gmail
-- Customer reset the password
-- Was able to log in- Customer updated the emergency response location
-- Showed company call handling
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:16704528
Incontact ID: 431402016281
User ID: 298466040
RC #: 5203555991
# of DLS:
Caller Name: Ben
Callback Number: 5204298446
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Users phone is not ringing
-- Ext 101 is affected
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked call handling, goes to call queue
--Ext 101 is a member but not available
-- Checked extension settings-- Accept queue calls is inactive
-- Enabled to accept call queue for Ext 101
-_ Test Call -- Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16704773
Incontact ID: 431402027841
User ID: 871944040
RC #: 3019852311
# of DLS: 1
Caller Name: Pedro
Callback Number: 3019852311
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Changes on the account
-- Calls should ring directly as per customer
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to log into admin portal
-- Showed customer the company call handling
-- Showed Ext 101, asked customer if he wants to assign a license attached to it
-- Card payment was declined, unable to make changes on the account
-- Customer updated the card
-- Guided customer in assigning a license on Ext 101
-- Changed company call handling to go to Ext 101
-- Test Call Successful
-- Showed after hours call handling
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Case: 16703950
Issue: Unable to receive fax from certain numbers
Reason why open: Disconnected call, unable to do callback from INC
Called 9715734001-- Contact ID: 431402117468
-- Customer is in a library and unable to talk
CASE #: 16706780
Incontact ID: 431402085746
User ID:362158048
RC #: (800) 522-4678
# of DLS: 24
Caller Name: Theresa
Callback Number: 7076156929
Verified Email: Y
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Unusual request, specialized training for the users
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- NO TS
--Created a CIF case
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
"inContact ID: 431402085746
UID: 362158048
Name of the customer: Theresa Nelson
Callback number: 7076156929
Related Tier 1 Case number: NA
Details of request or issue:" Company wants to schedule a specialized training for their users
16705231
reiner.borja@ringcentral.com
CASE #: 16705523
Incontact ID: 431402111834
User ID:2444718012
RC #:3106591826
# of DLS: 18
Caller Name: Maria
Callback Number: 3106591826/ Ext 114
Verified Email: Y
Account Verified: Y-auth -Super admin
Admin/User: Y
Issue:
-- RC phone numbers
-- Added Ext 122- Assign a phone to it
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check MAC of the phone
-- CISCO 303- CCQ21210KYM- phone that needs to be assigned to Ext 122 -(424) 512-4211
-- Got provisioned
-- Test Call Successful- OB and IB
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16705827
Incontact ID: 431402126635
User ID: 961864011
RC #: 8315156403
# of DLS: 11
Caller Name: Angela
Callback Number: 8315156403
Verified Email: Y
Account Verified: Y-auth
Admin/User: Y
Issue:
-- Moving to another location
-- Main extension with a VM extension
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check VM extension
-- Advised that the mobile extensions are not required
-- She can simply delete the extension
-- Provided info that phones are company owned
-- Guided on how to change operator extension
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16706152
Incontact ID: 431402149174
User ID: 1037565004
RC #: 8007276019
# of DLS: 1
Caller Name: Daniel
Callback Number: 506) 720-0650
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Call routing-
-- Customer reported that callers- are mis-dialling his company number
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Advised to do screen sharing
-- Access admin portal
-- Created an IVR menu for the customer
-- Test Call- Successful
-- Uploaded a custom prompt for IVR menu
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
Case: 16706539
UID:2912204044
email: nicole.whitehead@simonsagency.com
Status: Disabled
CASE #:16706539
Incontact ID: 431402230782
User ID: 702718020
RC #: (315) 454-8700
# of DLS: 34
Caller Name: Matthew
Callback Number: 3159304505
Verified Email: Y- nicole.whitehead@simonsagency.com
Account Verified: Y- auth
Admin/User: Y
Issue:
-- Issue with user-
-- Ext 107- affected extension
-- Unable to use email to an active extension
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check email address: nicole.whitehead@simonsagency.com
-- Associated with UID: 2912204044
-- Collaborate with FS to have the freyja account to be destroyed
-- Able to create the extension
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
431402270178--
CASE #:
Incontact ID: 431402270178
User ID: 1856306008
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 #: 16706780
Incontact ID: 431402269451
User ID: 2206748012
RC #: 5148589331
# of DLS: 5
Caller Name: Alfonso
Callback Number: (514) 867-9273/ Ext 101
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Set up a User-
--
Provided Estimated Timeframe: Y
Troubleshooting:
--Check Extension status- Ext 100 is not activated
--Guided customer in changing email and sending the invite
-- Extension got activated
-- Guided customer in assigning a license to the Ext 100
-- Guided customer in creating additional Extension-- Ext 103
-- Screen sharing agreed
- Accessed admin portal- Guided customer in uploading a custom greeting Prompt
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16707737
Incontact ID: 431402344755
User ID:63077246028
RC #: 9517833210
# of DLS: 65
Caller Name: John
Callback Number: (949) 533-5746/ Ext
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Issue with user account
--Ext 4774- Call Routing
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked on Ext 4774- Call handling, suppose to ring simultaneously on Ext 4778
-- Checked on Ext 4778- Changed Call handling to ring all at once
-- Called (949) 401-4778, Contact ID: 431402386929-- 805EC0C9E499-- Offline phone assign to Ext 4778
-- (951) 758-8696-- Called number - Disable the app on Ext 4778--
-- Test Call Unsuccessful
-- Added - the direct number of hotdesk extension (951) 758-8696
-- Call was received by Brittany
-- Advised customer that it is a system limitation- Whenever an extension is added as a call fowarding number-- Hotdesk would not ring
-- Customer is frustrated
-_ EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:16709336
Incontact ID: 431514556520
User ID:3539594020
RC #: 5202620301
# of DLS:
Caller Name: Denise
Callback Number:4062080949/ Ext 701
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
--Take off a super admin on the acct
--
Provided Estimated Timeframe: Y
Troubleshooting:
-- Check on admin portal
-- Unable to authenticate the account
-- Advised to change SQA- successfully changed SQA- authenticated
-- Guided customer in making the changes required on Ext 102
-- Deleted Ext 502-
-- EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID: 431514588410
User ID: 582605048
RC #: 3527940270
# of DLS:
Caller Name: krysten
Callback Number: 3526133041/ Ext
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Transfer calls for tom-
-- 7274482053-- during work hours for 11/10 work hours
-- All numbers in the account
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked call handling
-- Goes to Ext 1-- Created a custom rule
-- Created Custom rule for all extensions in the account
-- Applied template for custom rule
- _EOC
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #: 16709865
Incontact ID: 431514613250
User ID: 2215610020
RC #: 8885027606
# of DLS: 1
Caller Name: Rosalind
Callback Number: (478) 919-0389
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Phone number- Switch of PNS
--16709865
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked on PNs on account
--Forward calls to this number 4783430000-- with Verizon
-- Guided customer in changing the call forwarding on Ext 101
-- Activate desktop and mobile app
-- Test Call-- Call failed on forwarding to 4783430000-
-- Customer put the old phone number (478) 919-0389
-- Test Call- Contact ID: 431514633726
-- CReated a CIF- for plan upgrade
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
16709954
reynaldo.lingahan@ringcentral.com
431514636242
Scoot
6106781015-
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 #: 16710046
Incontact ID: 431514640704
User ID: 2898854020
RC #: 9079175857
# of DLS: 14
Caller Name: Pamela
Callback Number:9079175857/ Ext 101
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Call queue issue-
-- Jumps to next member of call queue
Provided Estimated Timeframe: Y
Troubleshooting:
-- Checked call handling- goes to call queue
--Checked status of first member-- Unavailble
-- Logged in AI as Ext 105-_ enable ext to accept queue calls
-- Test Call Successful
Provided Recap: Y
Inform support.ringcentral.com: Y
Inform Survey: Y
CASE #:
Incontact ID:431514651444
User ID:
RC #:
# of DLS:
Caller Name:
Callback Number:
Verified Email: Y
Account Verified: Y-
Admin/User: Y
Issue:
-- Jandy from
--
--
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