Untitled Note

Nov 9 Wednesday 1.) 16702414 CASE NUMBER- 16702414 Issue: For Jesse_Call Forwarding/Custom Rules_Assisted By Mira Incontact ID:431401828552 RC#: 2607999999 User ID: 63117806028 Caller Name: Jesse A Smith Email: jesse@smithroofingremodeling.com Callback Number: 2605031686 Account Verified: y sq admin Company Name: Smith Roofing Sign Up Date: 09/29/2021 Troubleshooting: Jesse called in saying that he needs assistance with custom rules -walk through cust in deleting the custom rules for ext 106 -cust requested for a call back to set up his yealink phone to ext 101 -cust is available tomorrow Thursday Nov 10 8am-11AM Eastern Time -Callback Number: 2605031686 || Caller Name: Jesse A Smith -no other issue raised during the call Notes: disable a template - ring - Active ContactID: 431401828552 - sec on wed -9AM Eastern Time - till what time (574) 797-0303 106 - office manager || Melissa 2606103503 CASE NUMBER- 16702414 -cust requested for a call back to set up his yealink phone to ext 101 -cust is available tomorrow Thursday Nov 10 8am-11AM Eastern Time -Callback Number: 2605031686 || Caller Name: Jesse A Smith User ID: 63117806028 UID: 63117806028 Name: Jesse A Smith Call back number: 2605031686 Timezone: Thursday Nov 10 8am-11AM Eastern Time Reason Why Open: ************************************************************************** 2.) 16702552 CASE NUMBER - 16702552 Issue: For Samuel_Account Cancellation_Assisted By Mira Campaign Name: Support One and Done DNIS: 8663092827 Skill: Support T1 0-19 Call Came From: Support T1 0-19 Account Name: Sukkah Shop Salesforce ID: 0012H00001gug7PQAQ Incontact ID: 431401851434 RC#: 8452626647 User ID: 895789048 Caller Name: Samuel Flora Email: Samuel@sukkahshop.net Callback Number: 8456086652 || 9292765563 Account Verified: y sq admin Company Name: Sukkah Shop Sign Up Date: 08/23/2022 Troubleshooting: Samuel called in saying that he would like to cancel his account -informed cust tat retention team is still close - retention is open 7am Pacific -will call cust back to transfer the call to retention once it opens cust agreed -no other issue raise during the call Notes: close the account *************************************************************************** 3.) 16702808 CASE NUMBER - 16702808 Issue: For Carrie _Beeping Sound_Assisted By Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 431401862962 Date and Time: 11/9/2022 6:35:56 AM Reason for Call: Incontact ID: 431401862962 RC#: 9148989009 User ID: 62614551031 Caller Name: Carrie Paredes Email: info@centralparkpharmacy.com Callback Number: 9148989009 || 3473100539 Account Verified: y sq ext Company Name: Central Park Pharmacy Sign Up Date: 08/01/2020 Troubleshooting: Carrie called in saying that she would like to disable the beeping sound -cust said that it started after she enable the acr -did call cust back at phone number - 3473100539 || Contact ID: 431401886226 -was able to speak with cust - continue with ts -disable the periodic tone in acr -cust did make a test call - cust confirmed that there is no beeping sound anymore -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: call recording - beep sound Yealink T46S - https://v.ringcentral.com/join/917522083 - bridge - gui - updralocal reset ************************************************************* 4.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Campaign Name: LNP Requests Direct Contact ID: 431401891537 Date and Time: 11/9/2022 7:05:05 AM Reason for Call: Incontact ID: 431401891537 RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ghost call - Campaign Name: RingCentral Main Customer Service Contact ID: 431401888605 Date and Time: 11/9/2022 7:05:35 AM Reason for Call: not_ringing ******************************************************************** 5.) 16703058 CASE NUMBER - 16703058 Issue: For Joe_Port In Status - Order 40332040_Assisted By Mira Incontact ID: 431401893812 RC#: 4162459998 User ID: 504341040 Caller Name: Joe Pizzoferrato Email: jpizzoferrato 1@gmail.com Callback Number:4168736330 Account Verified: y sq admin Company Name: JPConnect Sign Up Date: 03/04/2021 Troubleshooting: Joe called in saying that he would like to cancel the Order 40332040 -cust said that he was able to speak with Telus yesterday and he has 24hrs to cancel the request and resubmit -did call NTD was able to speak with Leslie and said that cust needs to approve -did call NTD was able to speak with Nicole - and said that NTD will be the one to cancel and re submit -NTD Nicole said that she already submitted a cancellation request -provide email - ntd.helpdesk@ringcentral.com -no other issue raised during the call Notes: Order 40332040 - Active ContactID: 431401893812 - Telus to RC - 4166523154 - authorization ntd.helpdesk@ringcentral.com Security Question: What is the country of your ultimate dream vacation? Answer:Italy **************************************************************** 6.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 431401931112 Date and Time: 11/9/2022 7:38:18 AM Reason for Call: 13 Incontact ID: 431401931112 RC#: 9725734001 User ID: 215914030 Caller Name: Victoria Agboghai Email: allsaintshomehealthcare@hotmail.com Callback Number:9725734001 Account Verified: y sq ext 103 Company Name: All Saints Home Health Care Sign Up Date: 07/17/2020 Troubleshooting: Notes: fax never receive - the phone all ext people showing spam fax 9725734002 - cust hung up ******************************************************************* 7.) 16703668 CASE NUMBER - 16703668 Issue: For Tremayne_Fax Issues_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431401928050 Date and Time: 11/9/2022 7:46:05 AM Reason for Call: fax Incontact ID: 431401928050 RC#: 6785376804 User ID: 168808022 Caller Name: Tremayne Brown Email: tbrown@istmanagement.com Callback Number: 6785376804 Account Verified: y sq ext 8964 admin Company Name: IST Management Services, Inc. Sign Up Date: 11/11/2014 Troubleshooting: Tremayne called in saying that he is getting a confirmation that fax has been transmitted but recipients not receiving the fax message -cust said that there fax numbers is 4045884206 || 4045828860 -informed cust that those numbers are not in their account -no ts done Notes: fax services - confirmation - not recipient incoming faxes 6788532478 - fax 4045884206 4045828860 *********************************************************************** 8.) 16704179 CASE NUMBER - 16704179 Issue: For Oscar_Fax Issues_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431401981802 Date and Time: 11/9/2022 8:14:22 AM Reason for Call: fax Incontact ID: 431401981802 RC#: 9419552737 User ID: 1503271020 Caller Name: Oscar Contreras Email: oc@ritefl.com Callback Number:9412387355 Account Verified: y sq admin Company Name: Rite Technologies Sign Up Date: 08/09/2017 Troubleshooting: Oscar called in saying that he would like to change his company fax number -Additional Number changed from (941) 232-8061 to 19413510586 -sent a test fax to 9413510586 - confirm the email lmills@ritefl.com -cust confirmed that he received the fax message I sent -cust was able to send fax message as well -walk through cust in cover page info -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: 431401981802 - cisco 9413510586 -f ax Company Fax: 9412328061 testemailtoday2022@yahoo.com https://v.ringcentral.com/join/917522083 - bridge ************************************************************************** 9.) 16704667 CASE NUMBER - 16704667 Issue: For Elena_IVR_Assisted By Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 431402027386 Date and Time: 11/9/2022 8:44:56 AM Reason for Call: yes Incontact ID: 431402027386 RC#: 8585195500 User ID: 2494360036 Caller Name: Elena Codreanu Email: elena@youxiacrypto.com Callback Number: 8585195500 Account Verified: y sq ext 102 - admin Company Name: Kenton Toews Sign Up Date: 05/02/2019 Troubleshooting: Elena called in saying that she needs assistance with auto receptionist -walk through cust with ivr -make a test call to 5057184691 via glip - press2 -cust did make a test call and confirmed that it is working now -no other issue raised during the call -asked permission to close the case cust agreed -provide - support line at (888) 898-4591 -csat spiel - satisfied Notes: auto recep not working - main 5057184691 support line at (888) 898-4591 ********************************************************************************* 10.) 16705377 CASE NUMBER - 16705377 Issue: For Daniel_Desk Phone Offline_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431402061937 Date and Time: 11/9/2022 9:17:23 AM Reason for Call: None Incontact ID: 431402061937 RC#: 9092188800 User ID: 1647201027 Caller Name: Daniel PTS Dispatch Email: daniel@ptstaff.com Callback Number: 9095441541 Account Verified: y sq ext 141 Company Name: Premium Transport Staffing Sign Up Date: 09/16/2020 SN: 805EC0A7E107 Make and Model: Yealink T48S DL: Daniel PTS Dispatch - Ext. 141 || (909) 843-9991 Troubleshooting: Daniel called in saying that all of the desk phones on his office are offline -walk through cust in updating his sq -ip address 192.168.100.137 -did screen sharing - https://v.ringcentral.com/join/343640004 -did factory reset - counter did not move -consulted FS - network issue - was advised to bring one of the phone at home -schedule a call back within this day - Anytime cust agreed || Pacific Standard Time Notes: Serial Number: 805EC0A7E107 || Daniel PTS Dispatch - Ext. 141 || (909) 843-9991 141 142 143 144 146 147 148 149 160 Provisioning Counter: 16658 admn802556264027pwd https://v.ringcentral.com/join/917522083 - bridge CASE NUMBER - 16705377 UID: 1647201027 Name: Daniel Call back number: 9095441541 Timezone: Pacific Standard Time || within this day - Anytime Reason Why Open: cust will bring one of the phones at home - needs assistance in setting up ***************************************************************************** 11.) 16706202 CASE NUMBER - 16706202 Issue: For Kong_Provisioning_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431402170955 Date and Time: 11/9/2022 10:35:19 AM Reason for Call: Incontact ID: 431402170955 RC#: 3206261420 User ID: 144025035 Caller Name: Kong Email: jsturm@cyberadvisors.com Callback Number: 6128014081 Account Verified: y sq ext 99997 - admin Company Name: Vista Prairie Communities Sign Up Date: 06/06/2018 Make and Model: Polycom VVX 150 SN: 482567164632 DL: Barbara Cook - 3206261420 ext 814 Troubleshooting: Kong called in saying that the desk phone is offline -ip address 10.100.158.99 -did reboot the phone -phone is online now in admin portal -cust can make and receive calls -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: smtp failed - not working - cannot make a call admn801072075035pwd ****************************************************************************** 12.) 16707119 CASE NUMBER - 16707119 Issue: For Marlon_Re Assigning Phone Number_Assisted By Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 431402309733 Date and Time: 11/9/2022 11:58:53 AM Reason for Call: trying to reassign a phone number Incontact ID: 431402309733 RC#: 8327031471 User ID: 376247027 Caller Name: Marlon Email: mparallag@chelsea-tech.com Callback Number: 2129643900 Account Verified: y sq ext 99998 - admin Company Name: Willis Group Sign Up Date: 12/21/2016 Troubleshooting: Marlon called in saying that he has issues with ext 1109 Brenda Ng - de authorize computer in admin portal -did make a test call to phone number (714) 907-1109 - via glip - getting an error saying the number is restricted -did disable - Forwarding all calls to (602) 397-9796 -cust make a test call and said that it is working now -cust said that he cannot confirm if it is the correct phone since the user is on lunch -walk through cust on how to move the number in inventory -cust requested to leave the case for ff up after an hour Notes: re assign new hire - ext 1109 - bng@inspyrsolutions.com - Brendan Ng - (714) 907-1109 Polycom IP 335 ||Brendan Ng - Ext. 1109 || Serial Number: 0004F240BCD3 Forwarding all calls to (602) 397-9796. Email: helpdesk@chelsea-tech.com ******************************************************************************** 13.) 16707564 CASE NUMBER - 16707564 Issue: For Christian_SalesForce Integration Campaign Name: RingCentral Main Customer Service Contact ID: 431402342782 Date and Time: 11/9/2022 12:27:48 PM Reason for Call: None Incontact ID: 431402342782 RC#: 4805652701 User ID: 2955046020 Caller Name: Christian Shearer Email: cshearer@reputation.com Callback Number: 4803096023 Account Verified: y sq ext 2781 - admin Company Name: Reputation.com, Inc. Sign Up Date: 12/18/2019 Troubleshooting: Christian called in saying that he needs assistance with Salesforce -cust said that the integration of salesforce is hot showing the entire app on the screen -informed that will escalate this case to integrations Notes: report an issue salesforce integration app not filling out the full not showing the entire - CASE NUMBER - 16702552 ** OUTBOUND CALL** -did call cust back at phone number - 9292765563 || Active ContactID: 431402389987 -transfer the call to Cert - was able to speak with Mica ********************************************************************* 14.) 16687899 CASE NUMBER - 16687899 Issue: For Daniel_Unable to join/start Video Meetings_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431402388539 Date and Time: 11/9/2022 12:53:27 PM Reason for Call: Incontact ID: 431402388539 RC#: 6057056288 User ID: 319444028 Caller Name: Daniel Gomez Email: daniel.gomez@gogpac.com Callback Number: 6057056288 Account Verified: y sq ext 6288 - admin Company Name: GPAC Sign Up Date: 04/24/2016 Troubleshooting: Daniel called in regarding the case number 16687899 -cust said that user extension 3735 Braxton Gianino having issues with rcv -did screen sharing session - https://v.ringcentral.com/join/997153595 -walk through cust in rc desktop app - switch to rcv -log out and log back in -cust confirmed that it is working now -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: sorry - (605) 705-3735 ext 3735 Braxton Gianino it says sorry something went wrong on our end and not able to start the meeting https://v.ringcentral.com/join/997153595 ******************************************************************* 15.) 16635810 CASE NUMBER - 16635810 CASE NUMBER - 16635810 Campaign Name: Support One and Done DNIS: 8663092827 Skill: Support T1 0-19 Call Came From: Support T1 0-19 Account Name: Incontact ID: 431402449611 RC#: 8336289287 User ID: 869585048 Caller Name: Rosalind Email: tracy@navyanetwork.com Callback Number: 6178940086 Account Verified: y sq admin Company Name: Navya Network, Inc. Sign Up Date: 08/15/2022 Troubleshooting: Rosalind called in saying that she got a notification saying that the account will be suspended -cust said that she is unable to update the credit card information in admin portal -update credit card info - (mask incontact) -account is now active - informed cust next billing will be on Nov 15 -cust is now able able to log in -no other issue raised during the call Notes: Active ContactID: 431402449611 - new cc - suspended CC 5589621370549850 861 2023 01 NARESH RAMARAJAN 108 TROWBRIDGE ST CAMBRIDGE 02138 ***************************************************************** 16.) 16708924 CASE NUMBER - 16708924 Issue: For Myra_Phone Numbers _Assisted By Mira Incontact ID: 431402491738 RC#: 8187369393 User ID: 2602932015 Caller Name: Myra Fuentes Email: myra@farmersdistrictoffice.com Callback Number: 8186899992 Account Verified: y sq admin Company Name: Farmers Insurance District Office - Lou De Angelis Sign Up Date: 04/23/2020 Troubleshooting: Myra called in saying that she needs assistance in removing the phone numbers not in use -walk through cust in deleting the numbers -walk through cust on how to delete the numbers in limited extensions -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: Active ContactID: 431402491738 747) 477-5846 ************************************************************************** 17.) CASE NUMBER - Issue: For Joseph_RC App_Assisted By Mira Campaign Name: RingCentral Main Customer Service Contact ID: 431402524508 Date and Time: 11/9/2022 2:43:01 PM Reason for Call: None Incontact ID: 431402524508 RC#: 8002814850 User ID: 165403023 Caller Name: Joseph Bash Email: jbash@premier-sbs.com Callback Number: 7403611274 Account Verified: y sq admin Company Name: Senior Benefit Services Sign Up Date: 06/26/2014 Troubleshooting: Joseph called in saying that he cannot make a call using his rc desktop app -log out and log back in using his email address Notes: make a call out =side of the organization ************************************************************************ 18.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: - about email with vlad - park those questions - John Adolf -Vermie skills - 136 - aux like call back taskcom - rcx Kahit TL approved na unf aux ayaw nila kaming ibigay kahit paulit ulit mentioned dedma lang po sila - jeric delos reyes -tunying provide the objectives with the new process/model -boss t explained the goa of the new process - asked for acw - asnwer 30secs- depends sa -Vermie tagged boss T - re sched with tl -ni raised ********************************************************************** 19.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ************************************************************************** 20.) CASE NUMBER - Issue: For Beth_Provisioning_Assisted By Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: