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Incontact ID: 464899878652 UID: 1902453019 RC Phone Number: 3057352082 Customer First and Last Name: Pierina Montano Extension #: 101 Callback #: 305 924 7347 Email Address: pierinamontano@yahoo.com Account Verified (Y/N): Y Admin (Y/N): Y Description: Call forwarding but it is not working Set ETA: N/A Troubleshooting: Guided the cx through the admin portal - First to users > ext 101 > and call handling > and checked the configuration - It was routing the calls to the company greeting and the cx wanted the calls directly to her user - On auto-receptionist changed it to go to a specific user - ext 101 - Did a test and it worked Resolution: After the changes the cx agreed to finish the call and close the case Recap (Y/N): N/A Gain Agreement to close the case (Y/N): Y Promoted Support Site (Y/N): Y Promoted Survey (Y/N): Y SAT Prediction: 10 I am resolving the case now (Y/N): Y Attached KB Article (Y/N): Y "if there is nothing else I will be closing the case and marking it as resolved, also we have a support site at support.ringcentral.com, it works just like google you type your question and will see different articles on how to solve the issue. Lastly you might be receiving a quick survey over email regarding your overall experience with the customer experience today. And with that said thank you for being part of RingCentral and I hope you have a good day"