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User ID: Customer Name: Company#: Admin: Y/N Extension #: Best callback number: Account Verified: Y/N Email address: InContact ID: Issue: Troubleshooting: Other notes: Recap: Y/N Support Site provided: Y/N Survey Spiel: Y/N ------------------------------------------------------------ For ORT endorsement to avoid cases from returning Please use this template 1st callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM 2nd callback attempt Called Number: Incontact ID: Issue: TS: No answer left VM ------------------------------------------------------------ OT Cases Buen dia, Fecha: Badge: 62009 Horario: 7am a 4pm Ticket: Hora recibida: Hora finalizada: Gracias, Victor Chinchilla ------------------------------------------------------------- For cases endorsed to the Outbound Resolutions Team (ORT) Email Address: OutboundResponseTeam@ringcentral.com Subject Line: ORT Follow-Up | Case Number | No. of DLs | Callback Time and Date Suggested Email Contents: Greetings, We have a customer requesting a follow-up call regarding their issue (Indicate Reason for Follow-Up). Case Number: Caller's Name: Callback number: Alt. CB Number: UID: No. of DLs: Case Details: Regards, Agent Name ------------------------------------------------------------------ Inquiries please post in this format: Case#: UID: Issue: Troubleshooting steps so far:   ----------------------------------------------------------- Please help me to add a contact on Sales Force: UID: NAME: PhoneNumber: Email: ----------------------------------------------------------- Account Verified Y/N: How many phones are affected?: Error on the Display Screen: Extension Number in Issue: (Provide all that applies) Serial Number of the phone: Make and Model: Digital Line: Other Notes: Is the customer on the same location where the phone is?: Internet connection working?: Additional Question -Phone has user extension and DL assigned: Y/N -Customer's internet connection is working: Y/N -Customer is in the same location as the phone is: -Phone is powered ON: ------------------------------------------------------------- Hello Telco Team, We need help in enabling the SMS feature for this Account: UID: TCR: Approved Please assist as soon as possible. Thank you. ----------------------------------------------------------- Hi , Thank you for contacting Ring Central Technical Support, my name is Victor and I am the specialist who is helping you with the issue "-------." Responding to your query, I hope you find this information useful, please respond to this email and let me know if I have completely answered your question, if not I will be happy to continue working with you. Best regards, Victor Chinchilla | 1-888-898-4591 | Ring Central Technical Support ----------------------------------------------------------------------------------- Case Integration Escalation Template Point Of Contact's Name: POC's Callback Number: POC's Time Zone: Software/CRM in question: How many User/s affected?: Affected User/s Name and Extension (If multiple, please provide 1 or 2): Issue: Step to Reproduce / Behavior: Screenshot of error (if applicable): ------------------------------------------------------------------------------------------ Please post CNAM Update here for faster processing. Template UID: Case #: Phone #: CNAM: Provider: (Provider of the number that shows in SCP not RingCentral) --------------------------------------------------------------------------------------------------- Shipping case. Order number: Account Name: Contact name: Contact email address: Contact number: Shipping Address: Order Date: Device: Status: Details: --------------------------------------------------------- Templates to send emails: https://docs.google.com/spreadsheets/d/1F0TCmuOkLYAE9jHj6joprcnqGZ4rAmOruLaJ5twqbT0/edit#gid=937456379