Untitled Note

9992438212*11530 Dec 7 Wednesday 1.) 16901506 CASE NUMBER -16901506 Issue: For Dr. Ritu_ Call Flow/Call Queue_Assisted by Mira Incontact ID: 456697935074 RC#: 9085615555 User ID: 1765041027 Caller Name: Dr. Ritu Dureja Email: softcaredentalgroup@gmail.com Callback Number: 9085615555 Account Verified: y sq admin Company Name: Soft Care Dental Group Sign Up Date:10/12/2020 Troubleshooting: Dr. Ritu called in saying that she would like to add another user -walk through on how to check if the user is already added -https://v.ringcentral.com/join/110540203 -cust said that she has questions regarding the call but has no time today for ts -cust said that she has another patient to attend -will endorse to ORT for ff up cust agreed Notes: Active ContactID: 456697935074 - how to add ee marilyn sanders 9089775465 - mobile number Timezone: EST - cust needs to attend to another patient c CASE NUMBER -16901506 Timezone: EST - anytime tomorrow User ID: 1765041027 Caller Name: Dr. Ritu Dureja Email: softcaredentalgroup@gmail.com Callback Number: 9085615555 -cust said that she has questions regarding the call but has no time today for ts -cust said that she has another patient to attend *********************************************************************************************** 2.) 16849218 CASE NUMBER -16849218 Issue: For Sharmaine_ Cannot Send/Receive SMS/Cannot Make Calls_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 456697984764 Date and Time: 12/7/2022 9:36:10 AM Reason for Call: Incontact ID: 456697984764 RC#: 8643054664 User ID: 2960778044 Caller Name: Sharmaine Ford Email: Sharmaineford@homesolvingsolutions.com Callback Number: 8643054664 Account Verified: y sq admin Company Name: Home Solving Solutions Sign Up Date:11/22/2022 Troubleshooting: Sharmaine called in saying that she cannot send and receive sms and cannot make calls -cust said that she already purchased another line -edit licenses - cust confirmed that she can make calls now -Additional Number changed from (864) 642-0788 to 18436061984 -will endorse to telco ops to prov the number 8436061984 to send and receive sms -etr 24-48hrs Notes:(843) 606-1984 - 8646420788 ****************************************************************************************** 3.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 456698044186 Date and Time: 12/7/2022 10:00:39 AM Reason for Call: Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ended the call ************************************************************************************************ 4.) 16902243 CASE NUMBER - 16902243 Issue: For Troy_ Cannot send and receive sms_Assisted by Mira Authorized Caller - Blue Frog Property Management Campaign Name: RingCentral Main Customer Service 3 Case Number: Extension: Contact ID: 456698039512 Date and Time: 12/7/2022 10:01:55 AM Reason for Call: Incontact ID: 456698039512 RC#: 9205219006 User ID:1327990021 Caller Name: Troy Hecker Email: troyh@bluefrogpm.com Callback Number: 9205219006 Account Verified: y sq admin Company Name: Blue Frog Property Management Sign Up Date:09/22/2016 Troubleshooting: Troy called in saying that he cannot send and receive sms with this number (920) 445-8202 -advised cust to log in (920) 445-8202 ext 11558 -tried sending sms - failed -will endorse to telco ops to re prov the number (920) 445-8202 -etr 24-48 hrs cust understood Notes: bf applications - (920) 445-8202 -ext 11558 ***************************************************************************************** 5.) 16903124 CASE NUMBER -16903124 Issue: For Jimmy_ SMS Inquiry/Unable to Send and Receive SMS_Assisted by Mira Campaign Name: Unknown DNIS: Skill: Support T1 100 Call Came From: /Support T1 100 Account Name: Carswell Agency-Farmers Insurance Salesforce ID: 0012H00001gwDcGQAU Incontact ID: 456698101429 RC#: 5802384894 User ID: 618033009 Caller Name: Jimmy Carswell Email: jcarswell@farmersagent.com Callback Number: 5802384894 Account Verified: y sq admin Company Name: Carswell Agency-Farmers Insurance Sign Up Date:09/15/2022 Troubleshooting: Jimmy called in asking a question regarding sms -cust said that he would like to provide access to other user extensions to access the sms for the main company number -educate cust that they need to log in as the main company number -endorsing to telco ops for re prov the number 5802384894 Notes: Active ContactID: 456698101429 - way that all my signed can see all of the sms CST - central ************************************************************************************************* 6.) 16903357 CASE NUMBER - 16903357 Issue: For Kathleen_ BH72 and 76 Headset_Assisted by Mira Contact ID: 456698153164 Campaign Name: Support - Rogers QA Agents (For deletion) Incontact ID: 456698153164 RC#: 9412252238 User ID: 62942393008 Caller Name: Kathleen Gagg Email: Kathleen@LivePrivada.com Callback Number: 9412252238 Account Verified: NO Company Name: Privada Homes Sign Up Date: 11/08/2022 Troubleshooting: Kathleen called in saying that she would like the compatible headsets for desk phone -informed cust that bh 72 and 76 are both compatible with rc desk phone -provide price for the headset -no other issue raised during the call Notes: SIP T54W - yealink bh72 76 ******************************************************************** 7.) 16903493 CASE NUMBER - 16903493 Issue: For Krish_ Call Monitoring_Assisted by Mira Incontact ID: 456698144543 RC#: 2123549700 User ID: 646148009 Caller Name: Krish Jhaveri Email: krishjhaveri@amipi.com Callback Number: 2123549700 ext 135 Account Verified: y sq admin Company Name: Amipi Sign Up Date: 10/03/2022 Troubleshooting: Krish called in saying that he needs assistance to observe and listen to a call -walk through cust with call monitoring for live calls and acr for random monitoring -cust said that he will test if the settings are working - cust said that he cannot do it right now -informed cust that will endorse this case to ORT for ff up cust agreed Notes: Active ContactID: 456698144543 - observe and listes to the other cobervsation live call monitoring - zoho licenses - rc app comes back saml2 error - crm ringcentral log in CASE NUMBER - 16903493 User ID: 646148009 Caller Name: Krish Jhaveri Email: krishjhaveri@amipi.com Callback Number: 2123549700 ext 135 Timezone- EST - anytime tomorrow -cust cannot test the call monitoring right now -cust said that he will try to test it the settings tomorrow or later -for ff up to check if he has issues or if call monitoring is working ************************************************************************* 8.) 16904071 CASE NUMBER - 16904071 Issue: For Zachary_ Issues with Desk Phone_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 456698199066 Date and Time: 12/7/2022 11:57:56 AM Reason for Call: not_ringing Incontact ID: 456698199066 RC#: 9148989083 User ID: 62845560028 Caller Name: Zachary Parascandolo Email: zachary.parascandolo@ivyrehab.com Callback Number: 9148989083 Account Verified: y sq admin Company Name: Ivy Rehab Physical Therapy Sign Up Date: 06/21/2021 Make and Model: Polycom VVX 250 SN: 4825670FFE34 DL: (616) 323-2061 Ext. 31041 Troubleshooting: Zachary called in saying that he has issues with the desk phone that is in the other office -cust said that they connected to a working ethernet port and working as designed -cust understood the cause of the problem -no other issue raised during the call Notes: ******************************************************************************** 9.) 16904631 CASE NUMBER - 16904631 Issue: For Gabriel_ Provisioning_Assisted by Mira Incontact ID: 456698228324 RC#: 2145568887 User ID: 192841040 Caller Name: Gabriel . Email: gabriel@heal360.com Callback Number: 2145568887 Account Verified: y sq ext 601 Company Name: Heal 360 Sign Up Date: 12/09/2020 Make and Model: Cisco SPA 525G2 Serial Number: CCQ22310EGU DL: (214) 556-8887 ext 601 Troubleshooting: Gabriel called in saying that he needs assistance in assigning a desk phone -walk through cust in updating the sq for ext 601 -walk through cust in connecting the phone to wifi -phone is not connecting via wifi -advised cust to connect the phone via ethernet cable -cust said that he will look for an ethernet cable -will need assistance connecting the phone/ need to reprov just in case -informed cust that will endorse the case to ORT for ff up and further ts Notes: Active ContactID: 456698228324 || Email: ali815@gmail.com || Provisioning Counter: 4744 Garden Grove 1 - Ext. 1103 - (972) 982-7175 || Cisco SPA-525G2 Desk Phone Refurbished CASE NUMBER - 16904631 User ID: 192841040 Caller Name: Gabriel . Email: gabriel@heal360.com Callback Number: 2145568887 Timezone: CST -cust needs assistance connecting the phone to the network -no ethernet cable available at the moment ********************************************************************************** 10.) 16905435 CASE NUMBER - 16905435 Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 456698361404 Date and Time: 12/7/2022 1:26:40 PM Reason for Call: GHOST CALL || NO RESPONSE FROM CUST Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ghost call ****************************************************************** 11.) 16905577 CASE NUMBER - 16905577 Issue: For Kim_Port In_Assisted by Mira Campaign Name: Support One and Done DNIS: 8663092827 Skill: Support T1 20-99 Call Came From: Support T1 20-99 Account Name: Xpress Loans 911 Salesforce ID: 0012H00001ck7YAQAY Incontact ID: 456698397017 RC#: 3212388725 User ID: 63012413008 Caller Name: Kim Email: robert@builderbanc.com Callback Number: 2143966648 Account Verified: y sq admin Company Name: Builder Banc Sign Up Date: 11/30/2022 Troubleshooting: Kim called in saying that she needs assistance in porting in -walk through cust on how to port in -cust said that she does not have the account information (acct number and pin) -cust requested for call back because she will be asking her boss for the info -informed cust that will endorse the case to ORT for ff up cust agreed CASE NUMBER - 16905577 RC#: 3212388725 User ID: 63012413008 Caller Name: Kim Email: robert@builderbanc.com Callback Number: 2143966648 Timezone: EST anytime tomorrow -cust said that she does not have the account information (acct number and pin) -cust requested for call back because she will be asking her boss for the info Notes: Active ContactID: 456698397017 2395916869 temp main 3864355555 ****************************************************** 12.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ******************************************************************** 13.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ********************************************************************* 14.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ********************************************************************** 15.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: