Untitled Note

=========================================================================================== CASE 14104331 Contact ID: 168242078228 RC Number: 7182857453 Caller's Name: Peter Account Verification: Y UID: 3154222020 Callback Number: 9172541619 Email: albert@at-yg.com # of DL’s: 6 Troubleshooting Steps: Wish to change the Caller ID Name for Phone number, 7182857453 CNAM: Peter Rodriguez Reso: Customer said that he already requested for this to be changed. He was advised that it was already done but its not changed yet Advised customer that we have requested for the CNAM to be updated Advised that it will take within 24-48 hours for it to reflect Will call him back once updated Provided case number, 14104331 Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N Outbound logs: Called 9172541619 for follow up Outbound Contact ID: 168242251548 Able to speak with Peter, let him know that CNAM has now been changed to CNAM: PETER RODRIGUEZ Customer said that he have to take a phone call right now and he will be just calling us back later Outbound logs: Called 9172541619 for follow up Outbound Contact ID: 193453874503 Phone rings but disconnected the call Email sent Outbound logs: Called 9172541619 for follow up Outbound Contact ID: 193558674833 Phone rings only but no one answered until call was disconnected Outbound logs: Called 9172541619 for follow up- 2nd attempt Day1 Outbound Contact ID: 193559452095 Got routed to recording saying that the person Im calling has a voicemail box that was not set up yet Outbound logs: Called 9172541619 for follow up | Day 2 Outbound Contact ID: 193559874710 Got routed to recording saying that the person Im calling has a voicemail box that was not set up yet Outbound logs: Called 9172541619 for follow up | CNR Day 1 Outbound Contact ID: 193759350550 Able to speak with Peter and saying that it is already working No other concerns raised =========================================================================================== =========================================================================================== Contact ID: 193759351237 RC Number: 7145244900 Caller's Name: Steve Account Verification: Y UID: 62417191004 Callback Number: 9495610087 Email: sdickinson@cmj-sales.com # of DL’s: 6 Troubleshooting Steps: Phone is not ringing when main number is being dialed Affected user: Extension 104 , 9495610087 Reso: Checked auto-receptionist, all incoming calls are routed to all Queue Group , Ext 10002 Verified that his extension was not included on the call queue Added Ext 104 as a member Unable to test it as he is currently using the line offered to call him on his mobile phone to test it. Customer said that he 's already okay with it All set No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: N =========================================================================================== Contact ID: 193558955792 RC Number: 4045496742 Caller's Name: Walter Gabriel Account Verification: Y UID: 216112028 Callback Number: 5044586757 Email: gabrielw@waltergabriel.com # of DL’s: 2 Troubleshooting Steps: Need help set up third party phone to the account, For Ext 104 Walter Gabriel - Ext. 104 Phone number: (404) 777-9446 SN/MAC: 64167F95AAE9 Make and Model: Polycom VVX400 Duplicate: None Activated Extension: Checked IP: 10.2.150.146 Reso: Checked IP: 10.2.150.146 Physical connection : Hardwired from Router Offered remote support ,disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Computer is connected thru WiFi Computer's IP: 172.29.2.168 No other computer that we can use Not possible for ICS, No ethernet port Advised customer to call their IT or ISP to connect the phone and computer on a same network for provisioning Provided case number Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N Outbound logs: Called 5044586757 for follow up | Day 0 Outbound Contact ID: 193559887995 Reached VM Email sent Outbound logs: Called 5044586757 for follow up | Day 1 Outbound Contact ID: 193759078607 Customer asked me to call him later instead Outbound logs: Called 5044586757 for follow up Outbound Contact ID: 193759194097 Customer said that he confirmed from their office that they wont be able to link and use the phone for their service Customer said that he ordered ringcentral phone instead Customer confirmed to close the case =========================================================================================== Contact ID: 193559223666 RC Number: 504 313 4085 Caller's Name: Yaye Account Verification: Y UID: 312845040 Callback Number: 5048130789 Email: ysarr@walomed.com # of DL’s: 1 Troubleshooting Steps: John from T1 Assign a phone to number Case 14127640 Yaye Sarr - Ext. 101 Phone number: (504) 313-4085 SN/MAC: 64167F7A7F09 Make and Model: Poly CCX 600 Duplicate: None Activated Extension: Yes IP: BLANK Reso: Wired from Wall outlet LAN cable is connected on LAN port Checked IP: BLANK Customer tried to connect it to WiFi Phone rebooted and went on provisioning Phone went online Test call done Outgoing working, Incoming working Walk her thru on admin portal to set call forwarding of Ext 101 Let her place a test call Phone is getting line unregistered after Advised customer that the phone is getting unstable connection Customer said that she will try to connect it to different outlet later as she need to go now Provided case number Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N Outbound logs: Called 5048130789 for follow up Outbound Contact ID: 193559901277 Reached VM Email sent Outbound logs: Called 5048130789 for follow up-2nd attempt Day 0 Outbound Contact ID: 193560463200 Reached VM Outbound logs: Called 5048130789 for follow up- Day 1 Outbound Contact ID: 193759036608 Reached VM, Left message Email sent =========================================================================================== CASE Contact ID: 193559406916 RC Number: (646) 492-5557 Caller's Name: Rich Account Verification: Y UID: 678169040 Callback Number: (516) 949-9510 Email: info@soccerpostli.com # of DL’s: 12 Troubleshooting Steps: Transferred call from T1 Case 14129645 Offline phone, need help Soccer Post Long Island - Ext. 107 Phone number: (646) 492-5557 SN/MAC: 805EC0DE11BF Make and Model: Yealink W60P Cordless Phone with 1 Handset Duplicate: None Activated Extension: Yes IP: 0.0.0.0 Reso: Physical connection; Wired from Network Switch Tried unplug and replugging the LAN cable LAN Cable is connected on LAN port Customer moved the phone to different outlet Phone went online Already working for incoming and outgoing calls Customer wish to convert (646) 492-5557 as Shared line Created CIF 14129877 Advised customer that he will get a follow up call within 24-48 hours from AM Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N InContact ID: 193559406916 UID:678169040 Customer Name: Rich Call Back Number:(516) 949-9510 Email Address:info@soccerpostli.com Time Zone:EST Security Question: Y Related T1 Case: 14129645 Details or Reason for Escalation: Customer wish to convert (646) 492-5557 as Shared line =========================================================================================== CASE 14135980 Contact ID: 193560112833 RC Number: 18555351109 Caller's Name: Unnisha Account Verification: Y UID: 1852835020 Callback Number: 5042924173 Email: Unnishapaige26@gmail.com # of DL’s: 4 Troubleshooting Steps: Customer said that they have virtual assistants and don't know what to do to give them the desktop app Need to set up additional users for them to be able to login on the app Reso: Provided website, www.ringcentral.com/apps to install RC Desktop App Walk her thru on admin portal to update name of extension she want to modify, Ext 104 Walk her thru on resetting Ext 104's pw Guide her throughout the steps on adding user with DL's thru admin portal Walk her thru on adding the members on their Call Queue Group, Tax Box Pro (Ext. 3) Customer wants Ext 102-107 to ring all at the same time when Main number is being dialed Configured call queue, added Ext 102-107 as members Customer called the main number, customer said that she will just give us a callback and she ended the call Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N Outbound logs: Called 5042924173 for test reso Outbound Contact ID: 193759194097 Phone only rings, no answer, no vm Email sent =========================================================================================== CASE 14144086 Contact ID: 193759043901 RC Number: 7277553262 Caller's Name: Dawn Account Verification: Y UID: 62406473004 Callback Number: 7277553262 Email: kerya@keryalaw.com # of DL’s: 3 Troubleshooting Steps: Need to change some settings for the phone, and add extension Reso: Offered walkthru on admin portal, customer preferred us doing the changes Updated Ext 103's details to Kellie Gaston , email : kellie@keryalaw.com Updated Ext 102's details to Dana Dean, email: dana@keryalaw.com Add Extension 104, Dawn Rozzi , email: dawn@keryalaw.com, only as mobile user / without DL Set expectations that if the mobile user extension will be used for receiving and making calls, there will be a charge of $24.99 per user/month Customer agreed to proceed Updated call forwarding for incoming calls All incoming calls will be routed to Ext 103-Kellie Removed Ext 101 from call forwarding Offered to test call, customer said that they will just check how it will work and will just call us if they need further help Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Case 14144141 Contact ID: 193759087409 RC Number: (864) 907-4444 Caller's Name: Lauren Account Verification: AUTHORIZED CALLER UID: 62768034007 Callback Number: (864) 326-6070 Email: lauren@laurentaylorlaw.com # of DL’s: 6 Troubleshooting Steps: Transferred call from T1 Ext 107, Offline Case 14144141 Last time it worked: Yesterday Morning Andrea Odom - Ext. 107 Phone number: (864) 305-3846 SN/MAC: 64167FC5AB1D Make and Model: Polycom VVX150 Duplicate: None Activated Extension: Yes Reso: Phone is under Unassigned Phones Getting PU-RMVD on the phone Unable to reassign phone due to a pending return order based from AI Cancel device return. Confirmed from customer that there's a return order, the right phone to be returned is 64167F7F5980 Cancel return order for 64167FC5AB1D Phone was assigned back to Andrea Odom - Ext. 107 Powercyle the phone Phone went online Test call done Incoming and outgoing now working All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== Contact ID: 193759248552 RC Number: 3104245589 Caller's Name: Lee Account Verification: Y UID: 305887009 Callback Number: 3104633723 Email: lee@aarriscares.com # of DL’s: 6 Troubleshooting Steps: Transferred call from T1 Case 14145819 Need assistance on setting up new purchased phone Ext 106 Phone number: SN/MAC: 805E0C058AB8 Make and Model: Yealink T42S Gigabit Business Phone Duplicate: Activated Extension: Yes IP: Reso: Phone is stuck on Obtaining IP Address Physical connection: Wired from Network switch LAN port is connected on LAN port No other outlets/network ports available as per customer Other working phone on same location: Y Offered ICS if possible , set expectations that this set up is not recommended Customer has windows computer, and he got it connected via WiFi Got the Phone's LAN cable plugged in on his computer Walk him thru to enable ICS on the computer | https://support.ringcentral.com/article/Enable-Internet-Connection-Sharing-ICS.html Customer tried to use different ethernet cable Powercyle the phone Still saying Network unavailable Tried to swap the phone to a working phone Checked IP: BLANK Customer wants to replace the phone Explained the issue Advised customer that based on the issue you are experiencing, we highly suggest that you contact your Network Technician / IT to configure the following on your Network. Customer refused as he says it doesn't make sense and he hang up Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: 193759291973 RC Number: 317 333 7217 Caller's Name: Tanveer Account Verification: Y UID: 66023056 Callback Number: (917) 340-6935 Email: tanveer@usa-immigrationlaw.com # of DL’s: 15 Troubleshooting Steps: Call transferred from T1- Joseph Case 14146293 Provisioning a deskphone Tanveer Singh - Ext. 42 Phone number: (317) 333-7217 SN/MAC: 0004F2B140BF Make and Model: Polycom Sound Point IP 335 Duplicate: None Activated Extension: Yes IP: 192.168.1.109 Reso: Provisioned 0004F2B140BF for Ext 42 Guided customer to navigate on the phone UI for setting provsioning server info Phone rebooted Phone went online test call done by customer Incoming and outgoing both working No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== CASE 14129655 Contact ID: 193759377743 RC Number: 15086872750 Caller's Name: Richard Account Verification: Y UID: 170415035 Callback Number: 6177501068 Email: rich@insurewithsterling.com # of DL’s: 3 Troubleshooting Steps: Having trouble with phones, Ext 101 and Ext 102 Rich Soo Hoo - Ext. 101 Phone number: (617) 829-3415 SN: 8301517062502260 MAC: 805EC0070CE1 Make and Model: Yealink W60P Duplicate: None Activated Extension: Yes IP: 10.1.10.192 Firmware: 77.81.0.20 Factory Installed Kayla Darcy - Ext. 102 Phone number: (508) 297-6996 SN: 8301517062502260 MAC: 805EC0070CE1 Make and Model: Yealink W60P Duplicate: None Activated Extension: Yes IP: 10.1.10.192 Firmware: 77.81.0.20 Factory Installed Reso: Checked IP Address of Ext 101 - 10.1.10.192 Offered remote support , disclaimer disclosed | https://meetings.ringcentral.com/j/4903530763 Accessed GUI Customer already opened the web ui on his browser Verified that provisioning server that was saved was incorrect and the phone was registered as W56P Did factory reset Re-registered the phone as Yealink W60P 2 handsets Phone went online Test call done by customer Handsets are upgrading its firmware after prov, set expectations that it may take a while Customer understood Customer said that one handset should be provisioned for Ext 101 and the other should be provisioned for Ext 102 Did manual provisioning Phone went online 2 Handsets are now working for incoming and outgoing calls No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== Contact ID: 193759474715 DC CASE 14148149 Troubleshooting Steps: Need to get PIN and need to =========================================================================================== CASE 14148386 Contact ID: 193759490253 RC Number: 13474747377 Caller's Name: Pablo Account Verification: Y UID: 2239664020 Callback Number: 3477204896 Email: pablopaz.gplaw@gmail.com # of DL’s: 12 Troubleshooting Steps: Need to set up phone and have it connected thru WiFi Extension 105 Miriam Quarticelli (347) 514-9067 - Ext. 105 Phone number: (347) 514-9067 SN/MAC: 805EC0D0C26F Make and Model: Yealink T48S Gigabit Color Touchscreen Business Phone Duplicate: None Activated Extension: Yes IP: Reso: Set expectations that there's a need to use USB dongle (Yealink WF40) that allows compatible Yealink phones a quick and easy way to connect to a wireless network. Customer said that they already a USB Dongle plugged in the phone and just need assistance connecting the phone to WiFi Walk him thru on connecting it to WiFi | https://support.ringcentral.com/article/Connect-Yealink-Phones-to-Wi-fi-Using-Yealink-WF40-USB-Dongle.html 1. Disconnect the Ethernet cable to enable Wi-Fi connectivity. 2. Insert the WF40 USB dongle into the USB port at the back of the phone. 3. You will be prompted to scan and connect to available Wi-Fi networks. Alternatively, you can do this manually by going to Menu > Settings > Basic Settings > Wi-Fi. 4. Select Available Networks, and press OK. 5. Select the desired Wi-Fi network and press Connect. 6. Enter the password, and press OK. Customer said that it is now connected Asked if the phone is already working, customer said that it is already working on their end No other concerns raised Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: N =========================================================================================== Contact ID: 193759519158 Troubleshooting Steps: Consultation Call Yealink =========================================================================================== Contact ID: 193759599614 RC Number: Caller's Name: Account Verification: UID: 1872131010 Callback Number: Email: # of DL’s: Troubleshooting Steps: Sales Phone was stuck on Initializing Ext 7 Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== CASE 14149922 Contact ID: 193759636125 RC Number: 6314996824 Caller's Name: Michael Account Verification: Y UID: 2032700012 Callback Number: 5168078212 Email: mike@newtonshows.com # of DL’s: 4 Troubleshooting Steps: Need help troubleshooting the phone and settings Reso: Customer wish to check how the call is being forwarded when customer is pressing 1 Based on current settings that they have , they set up Call Queue Extensions for incoming calls Walk him through on admin portal to manage members of call queue Customer removed a member (Ext 101) from Call Queue, Customer Service (Ext. 1) Offered to place a test call Customer said that he wont be able to do it as he is not in the office Also guided him how to manage call forwarding settings of Ext 104 Customer set email and SMS notifications for voicemail for Ext 104 and Ext 101 Added SMS notification for Ext 104, 5168078212 No other concerns raised All set Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: Y Pitch in Survey: Y =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N =========================================================================================== Contact ID: RC Number: Caller's Name: Account Verification: UID: Callback Number: Email: # of DL’s: Troubleshooting Steps: Ext Phone number: SN/MAC: Make and Model: Duplicate: Activated Extension: IP: Reso: Promoted Support Site: N Check Customer's Satisfaction with the Reso: Y Close Case: N Pitch in Survey: N ===========================================================================================