Untitled Note

02/08 CASE #: 14550671 Incontact ID: 196020003277 User ID: 1942530020 RC #: 6175001115 # of DLS: 33 Caller Name: Katarina Callback Number: 6175001115/136 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Needs assistance in making changes on the acct Provided Estimated Timeframe: Y Troubleshooting: -- Customer put me on hold tp verify SA -- Authenticated with main SQA - Ring Groups changes-- Changes of extension numbers according to Extension of Call queue where the extension belongs -- refer to Higher DL Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14550628 Incontact ID: 196020019750 User ID: 400131029 RC #: 4788453389 # of DLS: 3 Caller Name: Shantavia Callback Number:4788325906 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Dion, T1 -- Phone Activation/ ICS connection Provided Estimated Timeframe: Y Troubleshooting: Transferred call from Tier 1-- Phone Activation-- Wants a wifi capable phone but will try to make the phone work -- Advised customer that we are going to set ICS -- Screen sharing agreed-- -- Customer is logged in to a different computer -- Advised customer to log in to the computer where the phone will have the ICS -- No port near the phone -- Customer is logged to the correct computer/customer is using a chrome book -- Guided customer through the support site -- Provided info to customer that the chrome book cant be used for ICS -- Customer said she will have to return the Phones as it useless for her if its not wifi capable -- Phones does not even have a usb port for a dongle -- Will create a CIF case Make and Model of the Device: Yealink T33G Ext #:103 SN:805EC0EAC353 Internet is Up and running: (Yes/No) DL Phone number: (478) 569-1213 Make and Model of the Device:Yealink T33G Ext #:102 SN: 805EC0EAC284 Internet is Up and running: (Yes/No) DL Phone number: (478) 569-1213 "inContact ID: 196020019750 UID: 400131029 Name of the customer: Shantavia Gunn Callback number: 4788325906 Related Tier 1 Case number: 14550628 Details of request or issue: Customer has to return/replace the phone that was provided to them since it is not wifi capable 14551455 reiner.borja@ringcentral.com Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14552038 Incontact ID: 196020120884 User ID: 292945030 RC #: 2487239160 # of DLS: 7 Caller Name: Lauren Callback Number: 2487239160/ 2484972233 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Got new phones -- Questions about the phone features Provided Estimated Timeframe: Y Troubleshooting: -- CUSTOMER HAS questions about phone features -- Check extension settings -- Wants to activate intercom- -- Activated intercom, added extension numbers to name -- Advised to reboot the phones -- Set the app and desktop phone to ring simultaneously -- Incoming caller id display- -- Change incoming call display in call queue -- Provided info that a contact has to be saved first before its name will appear on the phones Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: Incontact ID: 196020390002 User ID: 782017016 RC #:3103946611 # of DLS: Caller Name: Nicole Callback Number: 3103946611/EXt 100 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- How to set up conference call Provided Estimated Timeframe: Y Troubleshooting: - checked account -- Customer is already logged in as an admin -- guided customer in the admin portal in how to set it -- No other concerns -EOC Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14554316 Incontact ID: 196020408897 User ID: 2372261020 RC #: (443) 951-4777 # of DLS: 2 Caller Name: Andy Callback Number: 4437904449 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Set up user Provided Estimated Timeframe: Y Troubleshooting: -- Mobile app functionality -- Customer has questions about notification and sounds -- Messaging feature of the app -- Download desktop app successfully -- Customer mentioned that an former employee is still receiving notications -- Advised to uninstall app-- -- Added an email for notifications Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14555364 Incontact ID: 196020464405 User ID: 2380001020 RC #: # of DLS: 12 Caller Name: Mike Callback Number: 6237643913 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Phone provisioning Provided Estimated Timeframe: Y Troubleshooting: -- Ext 114-- (208) 563-4900 -- 0015659CD9C6- -- Casey in another location -- 0015659CD9C6-- yealink SIP T19P -- 192.168.1.59- IP -- Screen Sharing agreed -- Reset the phone to factory settings -- Manually Provisioned Phone -- Test Call Successfully -- Customer does not want inbound calls going to ext 114, disabled inbound -- Test Outbound is good Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14556398 Incontact ID: 196125566403 User ID: 2331973020 RC #: 8582031310 # of DLS: 19 Caller Name: Sylvia Callback Number: 8582031310/ 6196478361 Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Wants to be a part of the call queue -- Extension 3104 is not ringing when main number is called Provided Estimated Timeframe: Y Troubleshooting: -- 9517191515-- Wants the 8582031310 to ring when the main number is called -- TEST cAll for routing-- -- Call logs bnot routing to extension 3104 -- Extension is available-- -- Chnaged number of rings for desktop and mobile app -- Called on mobile- -- Test call on direct number is successful -- Enabled Call queue for Extension 3104 -- Test Call Sucessful from my end -- Customer has to hang up to use mobile phone to test from her end -- Test Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y CASE #: 14556811 Incontact ID: 196125627607 User ID: 1757751012 RC #: 7202790403 # of DLS: 2 Caller Name: Amir Callback Number: 8003510548/ Verified Email: Y Account Verified: Y Admin/User: Y Issue: -- Phone not working Provided Estimated Timeframe: Y Troubleshooting: -- Extension 101-- (720) 951-0392--W56P-- -- Unable to do outgoing call-- IP phone not available -- Check IP address: 192.168.0.103 -- Already rebooted the base and the phone -- Screen sharing agreed-- Unable to install app due to computer security settings -- Customer was able to access the Phone's GUI -- Screen sharing using FB messenger-- 001565FC0D67 -- Assigned Phone to RC App -- Re assigned, still not working-- -- Reset UI-- -- Filled out provisioning URL -- TEst Call Successful Provided Recap: Y Inform support.ringcentral.com: Y Inform Survey: Y 02/08 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 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 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 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