Untitled Note

Caller Name: Mary Long RC #: 8007351052 Callback Number: (765) 483-9528 Verified Email: mlong@sims-associates.com # of DLS: InContact ID: 459967114751 User ID: 56111834 Case #: Account Verified: Y Issue: -outgoing faxes to fax number (866) 435-2078 -wants to be credited for the calling credit package chages Troubleshooting: -cust is trying to send 8 paged fax to the fax number (866) 435-2078 -checked fax logs > result shows unknown / No fax machine -explained that the issue is not her RC fax number but the recipient of the fax -cust would like to be credited for the 3 calling credit package that were charged to her -Customer wants to be refunded for the calling credits packages caused by the prolonged process in sending faxes. -submitted refund request A-1312014 -adv cust to wait for 48 business hours to be credited in the acct -the cust has remaining 168 toll free minutes -adv cust that we cant get back the lost minutes that were consumed by the prev failed faxes -if the cust is charged for another calling credit package, please refund it -case closed ************************************************ Caller Name: Paul Callback Number: 2024861064 / 2022708004 Verified Email: paulbest895@yahoo.com # of DLS: 1 InContact ID: 459967185253 User ID: 723172009 Case #: Account Verified: Y Issue: -xferred call from Kate (sales) -unable to answer incoming calls -call is dropping immediately Troubleshooting: -did test call to (410) 929-9519 / cust answered thru the mobile app -cust doesnt know how use or answer a call through the app -case closed 955 ************************************************ Caller Name:Greg RC #: Callback Number: Verified Email: # of DLS: InContact ID: 459967193078 User ID: Case #: Account Verified: Y Issue: -wants to have an ext to have access to another ext not including hs Troubleshooting: -adv cust that we can give permission to have access ************************************************ Caller Name: Maria Garcia RC #: 2024647005 Callback Number: 4244214393 Verified Email: mgarcia@councilforastrongamerica.org # of DLS: 77 InContact ID: 459967201656 User ID: 1677854027 Case #: Account Verified: Y / ext 128 Issue: -unable to receive email notifications to bclash@councilforastrongamerica.org Troubleshooting: -confirmed that the ext 330 is supposed to receive faxes through ph # (717) 233-1976 -ext 330 is set to call forwarding to ph # (717) 385-5300. -created a custom rule for ext 330 to forward the missed calls to the voicemail of ext 330 -turned off the hold music and audio while connecting in the custom rule -changed the number type from voice and fax to fax only --did test fax / success -confirmed that the email notif was received -case closed ************************************************ Caller Name: Mary RC #: 8007351052 Callback Number: (765) 483-9528 Verified Email: mlong@sims-associates.com # of DLS: InContact ID: 459967242379 User ID: 56111834 Case #: Account Verified: Y Issue: -cust would like to be credited for the calling credit package that was charged today Troubleshooting: -adv cust to call us back on Monday to sum up the charges of calling credit package -bill cycle end on 2/18 ************************************************ Caller Name: Anya RC #: Callback Number: (760) 536-5442 Verified Email: # of DLS: InContact ID: 459967257848 User ID: 1932251021 Case #: Account Verified: NO Issue: -cust said that the issue is already resolved and can now close the case -no ts done -cust cant verify the acct -cust said she will call back once she has the answer to sq 17561109 ************************************************ Caller Name: William RC #: 9175945566 Callback Number: (917) 594-5566 Verified Email: admin@khalifautoshipping.com # of DLS:13 InContact ID: 459967286364 User ID: 63096853008 Case #: Account Verified: Y / ext 101 Issue: -enable sms feature Troubleshooting: -checked tcr status: PRE APPROVED ON 01/13/2023 DUPLICATE 01/17/2023 User ID: 63096853008 Company Name: Khalif Auto Shipping ************************************************ Caller Name: Jeremy RC #: Callback Number: 5146923900 Verified Email: maxmayfield123@gmail.com # of DLS: 1 InContact ID: 459967303581 User ID: 178232042 Case #: Account Verified: Y Issue: -xferred call from Hadi (cert) -call forwarding / add toll free number Troubleshooting: -forwarded the call of ext 101 to external number (514) 692-3900 -added toll free number (888) 913-9313 -added phone number 5146923900 to receive sms notifs for vms and sms -did test sms and calls / success -case closed 5278677 (888) 913-9313 ************************************************ Caller Name: Keith RC #: 7252285281 Callback Number: (970) 215-8374 Verified Email: knielsen@thejainc.com # of DLS: 40 InContact ID: 459967346052 User ID: 493029048 Case #: Account Verified: Y / ext 100 Issue: -fillout tcr form Troubleshooting: -assisted cust in filling out the tcr form -adv cust that the completion may take 25 business days ************************************************ Caller Name: Ejike Okeke RC #: Callback Number: (580) 291-2085 Verified Email: gcenterprise002@gmail.com # of DLS: InContact ID: 459967349755 User ID: 63046039008 Case #: Account Verified: Y Issue: -xferred call from Madeline (retentions) -company greeting and audio while connecting Troubleshooting: -forwarded the calls to ext 101 -case closed 17596194 (469) 327-5833 ************************************************ Caller Name: john RC #: 7608957886 Callback Number: (760) 567-7971 Verified Email: jdspedalpushers@gmail.com # of DLS: 1 InContact ID: 459967357504 User ID: 399248048 Case #: Account Verified: Y / ext 101 Issue: -cust's service was suspended due to billing issue -cust lost his card -cust requests to talk to his AM but contact the person below: NAME:Kristina CONTACT #:(760) 517-3340 EMAIL ADD: kricket916@hotmail.com - ************************************************ Caller Name: Marlon RC #: 7149061900 Callback Number: (949) 306-7647 Verified Email: marlon@georgias-restaurant.com # of DLS: 5 InContact ID: 459967376135 User ID: 727855009 Case #: Account Verified: Y Issue: -change main company number Troubleshooting: -changed the phone number from (205) 3225503 to (949) 899-9322 -case closed ************************************************ Caller Name: Robert Drake RC #: 8007875044 Callback Number: (716) 990-1246 Verified Email: bob@mentorme.org # of DLS: 0 InContact ID: 459967382682 User ID: 264121010 Case #: Account Verified: Y Issue: -cust wants to have the $65.46 to be applied in his card and not an advanced payment on the acct Troubleshooting: -xferred call to Billing (949) 394-0150 ************************************************ InContact ID: 459967393791 Issue: -ghost call -just hold music ************************************************ Caller Name: Charlene RC #: Callback Number: 9167619954 Verified Email: Chventerprises@gmail.com # of DLS: InContact ID: 459967393791 User ID: 63075439008 Case #: Account Verified: Y Issue: -xferred call from Sarah (sales) -needs assistance in filling out the tcr form Troubleshooting: -assisted cust in filling out the tcr form from https://ringcentral.com/tcr -adv cust that it may take up to 25 business days to complete ************************************************ InContact ID: 459967532529 Issue: -ghost call ************************************************ Caller Name: Alyssa RC #: 6196689596 Callback Number: (619) 668-9596 Verified Email: # of DLS: 2 InContact ID: 459967532776 User ID:238371027 Case #: Account Verified: Y Issue: -call forwarding for Feb 20, 2023 Troubleshooting: -created a custom rule in ext 102 to forward all calls of the main number to external number (888) 649-2773 -case closed 888273 (888) 649-2773 ************************************************ Caller Name: Cory RC #: 9517638945 Callback Number: (949) 573-3593 Verified Email: Cory.bryson@budgetblinds.com # of DLS: 1 InContact ID: 459967544869 User ID: 63052163028 Case #: Account Verified: Y Issue: -Inbound caller id name Troubleshooting: -adv cust that the inbound caller id name will show Budget Blinds regardless of the phone number -cust wants to have (949) 946-3697 / not available ************************************************ Caller Name: Irisa RC #: Callback Number: 9169968203 Verified Email: jessica@awarehc.com # of DLS: 5 InContact ID: 459967555287 User ID: 63068428008 Case #: Account Verified: Y Issue: -xferred call from Ruth (sales) -salesforce is not showing click to dial feature Troubleshooting: -https://www.ringcentral.com/apps/ringcentral-salesforce Please update your salesforce to 6.24 version by clicking the link above. Please update all user and this step will usually take 5 minutes after that you will need to this steps. -Open Salesforce as an admin user -Go to Gear Icon> Click Setup> Installed Packages> Check SF_RC package if it is 6.24 Refresh browser or do the update again if it did not update. Next steps is to update CTI URL -Go to Gear Icon> Click Setup> visualforce pages > OpenCTIindex -Click the arrow which is on the right side of the word "Security" -wait the page to load up -Copy the URL of the website -Go back to Setup> Call Centers> Click Continue -Click Edit On the Cloud phone of RingCentral -Delete the "CTI Adapter URL" -Paste the new link that you copied and save it. After this Troubleshooting all users must -Clear cache and cookies "ALL TIME" -signed back in to salesforce and RC integration -did test call / success -case closed 17598332 ************************************************ 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: ************************************************