Untitled Note

==================================================================== Incontact ID: 431401215897 - ghost call -for documentation RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: 431401219959 RC#: 5164644105 User ID: 344198048 Caller Name: Michael Email: junkbossli@gmail.com Callback Number: 5166721235 Account Verified: Y 101 Admin/User: super admin Issue: Customer said that initially he agreed or signed up for $51 per month plan, right now hes getting charges $102.23 per month Troubleshooting: -check BAP, -checked billing. -advised the customer that the excess charges came from the ext 102 which doesn't have a digital line -ext 102 has call forwarding set up to mobile -customer is upset because he said that didn't explain to him when he set up the account -escalated to AM customer is available 10:30 AM Pacific time and 3:00 - 4:00 PM 16696642 16696642 16696729 ==================================================================== Incontact ID: 431401270736 RC#: 9253573151 User ID: 1309184008 Caller Name: Nicole Email: nicole@morrill.law Callback Number: 9253228615 ext 102 Account Verified: Y 102 Issue: customer wants to know how can she add user to the account Troubleshooting: -checked plan, advise that she needs to upgrade plan in order for her to add user -customer wanted to change plan but not letting her -escalated to AM Case : 16697106 incontact 431401360004 warm callback incontact ID 431401316206 callback 431401318383 essential plan , SMB Expansion Account Pool RingCentral Fax1500 old plan - normal behavior that we are not offering anymore 2500 CIF Jell until 5pm california today anytime betweek 11-5pm ==================================================================== Incontact ID: 431401363929 RC#: 4046356021 User ID: 62862301031 Caller Name: Ifetayo Email: ifetayo@ahealingparadigm.com Callback Number: 6789137366 Account Verified: Y 101 Admin/User: superadmin Issue: forwarding the call from main company number to ext 101 to main call que with extension 48573 Troubleshooting: -walk through the customer online portal -users>user with ext>ext 110>create customer rule> dialed number 4046356021 110> forwarded to main que ext 48573 -test call incontact ID 431401402263 -working -customer complaining about the Case : ==================================================================== Incontact ID: 431401411063 RC#: 8504354435 User ID:62418262006 Caller Name: Bo Email: bo@harperlawpa.com Callback Number: 8503827085 Account Verified: Y 101 Admin/User: super admin Issue: sending/receiving text message from ringcentral app. Troubleshooting: -sending and receiving text message from rigcentral phone number it is working. -sent a sample message to the customer it go through, customer send a text message to me and it is working -for other account it is not going through -customer tried to use his external phone to text the number 8504354435 error message "the number that you're trying to text is landline number " from : 18504354435 to:19048035620 11/8/2022 12:49:41 PM 1933533882007 Queued from :18504354435 to:19048035620 11/8/2022 12:49:45 PM 1933533978007 Queued from: 18504354435 to: 18503246645 11/8/2022 12:51:38 PM 1933536627007 Queued 16698541 Case : ==================================================================== Incontact ID: 431401503837 RC#: 5753731174 User ID: 868768048 Caller Name: Danny Email:danny.gomez@hakesbrothers.com Callback Number: 5756351980 Account Verified: Y 1054 Admin/User: superadmin Issue: bulk port in , port in about 120 numbers from mitel Troubleshooting: -Total Number of Lines 91 -warm transfer to higher DL 120 numbers from mitel Case : 16695519 tomorrow from 2pm MND ==================================================================== Incontact ID: 431402219742 RC#: 7189455511 User ID: 154170035 Caller Name: haidi Email: info@cuisinebyclaudette.nyc Callback Number: 3479331166 Account Verified: Y 101 Admin/User: super admin Issue: customer is asking where the call is routed if their customer press the key number 3. issue #2 -customer said if shes putting the call on hold the other deskphones that they have is ringing. Troubleshooting: -walk through the customer where to get the call handling for key presses 3 -users>ext 107>call handling> advise that is the number that is answering the call for key 3 issue number 2 : -turn off the presence for the desk phone 64167F2A74E2 , 64167F2EDE3A -test call incontact : 4314023258061 , incontact : 431402337508 -working another in the phone Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: 431402291488 RC#: 19169899061 User ID: 137028035 Caller Name: JR Email: Trueblueappliance@gmail.com Callback Number: 9164962180 Account Verified: Y 101 Admin/User: super admin Issue: customer wants to update the credit card on file, customer is asking why hes paying for 2 phone number his main company number and the digital line Troubleshooting: -walk through the customer on online portal -when the customer login he got a notification right away to update the card - successfully updated -advised customer it will save him money to get digital line instead of charging him a call per minute when he exceeded 10 calls per month -customer understood 9165719061 for digital line 9169899062 Case : update to a paid subscription incontact 431402383531 ==================================================================== Incontact ID: 431402379647 RC#: 15087907014 - User ID: 245585035 Caller Name: Talita Email: tcamilo@talitacamilo.com Callback Number: 5085667711 / 5082217880 Account Verified: Y 101 Admin/User: super admin Issue:Customer wants to change the aller ID whenever shes sending text message, she wants to use the main company number instead of her digital line Troubleshooting: -walk through the customer on the online portal -operator ext 107 assigned to call que customer support -set the proper expectation that if she change the operator ext into her ext which is 101 all of the text message that will be sent to her main company number will be directed to her including the faxes. -customer still change it -walk through the customer to change the operator extension -test the sms caller ID -working Case : 15087907014 ==================================================================== Incontact ID: 431402438967 RC#: 7033686286 User ID: 1521442027 Caller Name: christopher Email: chris@christinaction.com Callback Number: 7036381891 anytime after 9:30am -5pm eastern time Account Verified: Y 206 Admin/User: admin Issue: user extension 202 voicemail greeting not working, when we dialed the number 7035597314 we can just hear a beep tone 0.0085 Troubleshooting: -checked account customer have a customize greeting. -call the number 7035597314 incontact 431402497017 to check the behavior, no voicemail greeting just beep tone -create another extenstion for test, advise the customer we need to transfer the digital line to the new user in order to replicate the issue -created extension 2022 and transfer the digital line from 202 to 2022 -test call incontact ID 431402523712 still not working - do not disturb is not on -transfer back the to the original settings of the customer -transfer the digital line from ext 2022 to 202 -advise reprovision the number for voice 16709118 ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : https://numbering.neustar.biz/secure paulin.ramses@ringcentral.com Pearl0123456! ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : v ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case : ==================================================================== Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Y/N Admin/User: Issue: Troubleshooting: Case :