Untitled Note

1. Case ID: Incontact ID: 194058209741 User ID: 1512962013 Total DLs: 5 Caller Name: Michelle Callback Number: (803) 416-2194 Verified Email: hr@ericahomes.com Account Verified: Yes Admin/User: User Issue: - Unable to send SMS Troubleshooting: Log out and log in from app Uninstall - Reinstall Try using web version of the app: app.ringcentral.com sms is enabled for number - all ts was done by the customer but issue persist - advised customer that will escalate the issue SMS Samples Sender: 8037124850 Receiver: 8034162194 Date and Time: 12/17/2021 5:06:17 AM Results: Sending Failed Carrier: Verizon Wireless Sender: 8037124850 Receiver: 8038047911 Date and Time: 12/17/2021 5:05:14 AM Results: Sending Failed Carrier: Verizon Wireless Sender: 8037124850 Receiver: 7043239266 Date and Time: 12/16/2021 2:50:45 PM Results: Sending Failed Carrier: T-Mobile Hi Team, Need your assistance with the number 8037124850. Customer is not able to send SMS. TIA Sender: 8037124850 Receiver: 8034162194 Date and Time: 12/17/2021 5:06:17 AM Results: Sending Failed Carrier: Verizon Wireless 14210882 — Jose Juan Lim to RingCentral Only Hi @Mel Magnaye Number has been re-provisioned for SMS Please test. Case closed Thank you, @Telco Ops Numbers - N.A. InContact ID: 194058399854 - Dialed 8037124850 - done re-provisioning the number - advised the customer to send SMS - still not working - advise the customer that we'll escalate the issue to tier2 dept Check Account Status Check Brand Check Service Level Inform support.ringcentral.com Inform Survey -------------------------------------- 2. Case ID: Incontact ID: 194058230893 User ID: 62900068031 Total DLs: 1 Caller Name: Dianna Callback Number: (302) 907-3396 Verified Email: hoeydianna@gmail.com Account Verified: Yes Admin/User: Admin Issue: - Sara from RC Sales - 8889180733 - change the fax number and main number Troubleshooting: - wanted to change the direct number to a Canadian number - card is declining the transaction when placing the order. - advised the customer - customer will get a new card - Visa ..4807 - 8889180733 - TOLL FREE CALL - assisted the customer in changing the numbers. - advise customer that there's no caller id setup yet - customer will setup her vm in a later time - resolved Check Account Status Check Brand Check Service Level Inform support.ringcentral.com Inform Survey -------------------------------------- 3. GHOST CALL Support RCM US 1 (206683) MARQUEE Campaign Name: RingCentral Main Customer Service Contact ID: 194058267460 Date and Time: 12/17/2021 7:02:07 AM -------------------------------------- 4. Case ID: 14202455 Incontact ID: 194058291722 User ID: 3241141008 Dialed number (212) 9663-886 - no answer. - left VM. sent follow up email. -------------------------------------- 5. Case ID: Incontact ID: 194058333083 User ID: 362398029 Total DLs: 5 Caller Name: Saily Gomez Callback Number: (407) 530-5915 Verified Email: ethichsllc@gmail.com Account Verified: Yes Admin/User: Admin Issue: - using RC in the office - has multiple users - want to send SMS from the main number - default Caller ID could be set to the main company number. Troubleshooting: - walkthrough the customer in changing security question - advised the customer that the other users cannot use the main number as caller ID unless its the operator extension - threatens to cancel service - https://ideas.ringcentral.com/ - https://ideas.ringcentral.com/ideas/CUSTCOM-I-1008 - provided the site Check Account Status Check Brand Check Service Level Inform support.ringcentral.com Inform Survey -------------------------------------- 6. Incontact ID: 194058513208 Caller Name: Jeffrey Issue: - Jeffrey - Partner - need to speak to AM to upgrade account - pending CIF case 14082721 - sent DM to AM - connected Jeffrey to AM. Check Account Status Check Brand Check Service Level Inform support.ringcentral.com Inform Survey -------------------------------------- 7.. Case ID: Incontact ID: 194155578826 User ID: 181093027 Total DLs: 1 Caller Name: Vincent Callback Number: (830) 221-5261 Verified Email: clinical@drturnertx.com Account Verified: Yes Admin/User: Admin Issue: - transitioning to a different carrier for High Volume SMS - asking if its still possible to receive SMS - 2103468786 Troubleshooting: - advise the customer that they can request to disable once done with transitioning. - SMS is still enable at the moment -------------------------------------- 8. Case ID: Incontact ID: 194155685193 User ID: 63099027028 Total DLs: 4 Caller Name: Jason Berenberg Callback Number: (405) 863-8324 Verified Email: jason@bistrotech.com Account Verified: Yes Admin/User: Admin Issue: - custom rule setup. mobile app does not ring Troubleshooting: - Desktop