Untitled Note

10/04 CASE #:16424649 Incontact ID:429848774029 User ID: 1992892027 RC #: 6173076340 # of DLS: Caller Name: Pedro Callback Number: 6173076340/Ext 10 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Reset password- Unable to receive auth in time -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Unable to verify -- Called Super Admin-(617) 314-0468-- (339) 236-6358--Contact ID: 429848798221 --Authenticated- via Extension12- -- Changed contact phone to 8572517373 -- Advised to log back in and if the number is updated- -- Success Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16424837 Incontact ID: 429848798405 User ID:63038610 RC #:7275352634 # of DLS: 46 Caller Name: Kayla Callback Number: 7275352634 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- CNAM issue- -- 7278952020/ 7275492105/ 7277854419 Provided Estimated Timeframe: Y Troubleshooting: -- Checked on CNAM for the numbers involved -- 7278952020/ 7275492105/ 7277854419 -- Will submit order for CNAM change -- 7278952020- Number show as Mark Sibley as CNAM -- Requested CNAM PUSH Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16424837 Incontact ID: 429848798405 User ID:63038610 IQNT PN: 7278952020 CNAM: GULFCOAST EYE C CASE #:16425034 Incontact ID:429848808417 User ID: 920055048 RC #: 5145560490 # of DLS: Caller Name: Laura Callback Number: 5148864185/ Ext 101 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Goes straight to VM -- Provided Estimated Timeframe: Y Troubleshooting: -- Check call handling-goes to VM -- Screen sharing agreed- disclaimer declared -- Guided customer in creating call queue -- Configured call queue handling -- Created an IVR menu-- -- Customer uploaded custom VM prompt -- Test Call- for IVR prompt -- Call got disconnected-- Contact ID: 429848888431 -- Customer recorded the prompt-- Test Call -- Customer recorded customized greeting -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Called Marc at 6232893925, Contact ID: 429848930579 -- Forwarded to VM- left case details CASE #: Incontact ID: 429848941650 User ID: 2050428005 RC #: 2816516800 # of DLS: Caller Name: Kurt Callback Number: 2816357392 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Ext 102- is thephone assigned to -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Tried to connect to any port available- working port -- 805EC0AA2433-Yealink T48S-- Ext 102-(832) 553-3955 -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16426534 Incontact ID:429848958382 User ID:62951404028 RC #: 7326129721 # of DLS: Caller Name: Shiraj Callback Number: 7326129721 Ext 104 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Unable to send SMS -- Ext 1073 is affected Provided Estimated Timeframe: Y Troubleshooting: -- Check on Extension-- 173- (732) 825-7198 -- Message not sent is the error message -- Test message did not push thru -- Will create Telco Ticket to reprovision the number Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y -- 9088959017 Ext 223 -- UID: 570891040 -- Ext 314--(908) 428-6571 -- Your Extension External messaging please contact administrator -- Check number in AI-- SMS is disabled -- Escalated to Telco CASE #: 16381341 Incontact ID:429848980121 User ID: 620148048 RC #: # of DLS:98 Caller Name: Robert Callback Number: 7832298404 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Ext 106- DND button not working on AVAYA -- Provided Estimated Timeframe: Y (703) 621-0899 Troubleshooting: -- Check on Ext- phone is online- -- Customer is unable to activate DND on AVAYA phone -- Ext 1019, 1021, 102, 103, 106, - Light is turning red-for DND but calls are still pushing thru -- J179- Check - 10.200.16.230-- Screen Sharing agreed -- Unable to access - GUI for all active extension using the instance IDs or the default passwords -- Customer did not customize the password -- Refer to Account Manager- as advised by FS Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y admn537061049pwd CASE #:16428175 Incontact ID:429849080851 User ID: 1417002020 RC #: 4843504313 # of DLS: 50 Caller Name: Silas Callback Number:4843504313 / Ext Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Assign an old phone- -- Ext 241 Steven -- Provided Estimated Timeframe: Y Troubleshooting: --Change phone number to 4842143905 from (484) 214-1440 -- Logged into admin portal--Replaced number -- Additional Number changed from (484) 214-3905 to 14842141440 -- Ext 207-- needs new credentials -- Ext 215- needs Super Admin Role -- Screen sharing-- Show how to assign a license to an extension -- Recreated Ext 207- send invite to activate extension -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 429849144088 User ID: 60519336006 RC #: 3128326688 # of DLS: Caller Name: Charlie Callback Number: 3128326688/ Ext 506 Verified Email: Y-charlie@loganpremium.com Account Verified: Y-auth Admin/User: Y Issue: --Phone provisioning -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Ext 506- (312) 832-6688 -- 00156581C619-- Removed from Extension Ext 502 -- Assigned to Ext 506- successfully assigned - Check cable connection -- Check IP address: no IP address -- Advised to connect the phone to a working location: customer connected a phone to the current location was able get an IP -- Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y Ext CASE #: 16404346 Incontact ID:429849214311 User ID: 2041267011 RC #: 8883834377 # of DLS: Caller Name: Emily Callback Number: 8056980709 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Referral Program-Email Received -- Provided Estimated Timeframe: Y Troubleshooting: --Checked for open cases- CIF case -- No contact from AM -- MEssaged AM- will contact customer Provided Recap: Y Inform support.ringcentral.com: Y- Inform Survey: Y CASE #: 16429597 Incontact ID:429849257646 User ID: 279912027 RC #: 3055028655 # of DLS:67 Caller Name: Anthony Callback Number: 8604627737/ Ext 101 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: --Access VM -- Call handling Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Checked call handling, goes to call queue -- Advised customer to change password for Ext 2 -- Explained call handling on Ext 101 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16429728 Incontact ID:429849277991 User ID:216463031 RC #: 7023590421 # of DLS: Caller Name: Rey Callback Number: 3126 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Find Toll Free Numbers -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in how to filter the toll free number from admin portal -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16375056 Incontact ID: 429849285384 User ID: 209601032 RC #: # of DLS: Caller Name: Andy Callback Number: 8186147302/ Ext Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Disable callback feature -- When parked call is on hold for 8-10minutes it dials back to receptionist -- Calling about case 16375056 Provided Estimated Timeframe: Y Troubleshooting: -- Check park locations -- Unable to authenticate -- Advised to contact super admin- -- Will callback with SQA, access SCP> features and settings>> Disable-- Apply callpark timeout Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16429919 Incontact ID:429849303125 User ID: 268510023 RC #: 3172150213 # of DLS: Caller Name: Crystal Callback Number: 2624758928 Verified Email: Y Account Verified: Y-auth Admin/User: Y Issue: -- Received a set up account -- -- Provided Estimated Timeframe: Y Troubleshooting: -- Checked Extension-- Already active -- Advised to log into web portal -- Was able to access-- advised to change PIN -- No other concerns Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 429849305845 CASE #:16430133 Incontact ID: 429849308188 User ID: 62914197031 RC #: 9254183751 # of DLS: 1 Caller Name: Luke Callback Number: 9162778174/ Ext 9999 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- CNAM change -- Preferred Rate Provided Estimated Timeframe: Y Troubleshooting: -- Checked the CNAM for the number involved- showed SUMMIT FUNDING, customer wants to change it to PREFERRED RATE -- Process request for CNAM change for two separate carriers, Level 3 and IQNT - Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y (925) 634-6600 (925) 226-8932 (925) 232-0085 (925) 273-3307 (925) 302-9737 (925) 309-7031 (925) 378-2718 (925) 378-5943 (925) 407-8769 (925) 418-3751 (925) 418-3926 (925) 418-3936 (925) 418-3937 (925) 418-3951 (925) 418-3954 (925) 418-3956 (925) 418-3983 (925) 465-9930 (925) 476-1954 (925) 478-2368 (925) 478-5172 (925) 627-1013 925) 627-1018 (925) 627-1043 (925) 627-1071 (925) 680-1730 (925) 817-6566 (925) 951-0241 16430133 UID: 62914197031 IQNT-- CNAM: PREFERRED RATE (925) 430-5510 (925) 430-6490 (925) 430-6514 (925) 471-4335 (925) 744-5001 CASE #: 16430486 Incontact ID: 429849338897 User ID: 882422048 RC #: 4176053911 # of DLS: Caller Name: Kevin Callback Number: 4036717590 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Calling in behalf Kevin -- Add users -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to do screen sharing -- Accessed admin portal -- Guided customer in how to submit a porting order -- Showed how to map the numbers -_ EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID:429849369822 User ID:1671894020 RC #: 8444228347 # of DLS: 4 Caller Name: Alexandra Callback Number: 6198881287/ Ext 105 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Number transfer- Port out -- Provided Estimated Timeframe: Y Troubleshooting: -- Logged into admin portal -- Checked on cases-- reject reasons are incorrect company name and authorized name -- Provided info of the needed info -- Customer updated the info Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 16430752 Incontact ID: 429849374754 User ID: 3264950020 RC #: (954) 530-1292 # of DLS: Caller Name: Alexander Callback Number: 5617564082 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- Rainer from SALES -- Reset log n credentials -- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- Abenisti@advancedbiocide.com-- used the email -- Advised to reset password-- Was able to log in -- Deleted some extensions-- -- Reassigned licenses to Ext 777 and 889 -- OB- to test call-- Contact ID: 429849400276- 5617564082- Being routed to VM -- UNable to reach customer Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #:16431072 Incontact ID: 429849400864 User ID: 249640028 RC #: 5419556908 # of DLS: Caller Name: Dan Callback Number: 5419556908/ Ext 6908 Verified Email: Y Account Verified: Y- Admin/User: Y Issue: -- Vanity - number -- customer is requesting for a number which ends in - 4729387- Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log into admin portal -- (Additional Number changed from (251) 501-2007 to 16504729387 -- EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 888-898-4591- CASE #: 16430972 Incontact ID:429849407437 User ID: 386003048 RC #: (310) 289-1518 # of DLS: 32 Caller Name: Janet Callback Number: 5622259302 Verified Email: Y Account Verified: Y- auth Admin/User: Y Issue: -- After Hours Call Handling Provided Estimated Timeframe: Y Troubleshooting: -- Advised to log in to admin portal -- Guided customer in changing the after hours IVR menu -- Assisted customer in configuring the custom rule -- Test Call Successful 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