Untitled Note

Caller Name: Randy RC #: 4842145730 Callback Number: 4842145730 Verified Email: rgeouque1@livstreetcap.com # of DLS: 71 InContact ID: 457769093090 User ID: 1739048021 Case #: Account Verified: Y / ext 124 Issue: -change pin of ext 128 Troubleshooting: -assisted cust in changing the VM pin of ext 128 thru admin portal -case closed (855) 434-2233 ************************************************ Caller Name: Nurten RC #: 7085757062 Callback Number: (708) 856-7226 Verified Email: ravencarriersinc@gmail.com # of DLS: 1 InContact ID: 457769117038 User ID: 63114720008 Case #: Account Verified: Y Issue: -unable to send sms Troubleshooting: -explained that he has to register the acct to the tcr before we can enable the sms feature -cust filled out the form -adv cust that the tcr may take up to 10 business days John Please be advised that Campaign Registration is now being required to ensure messages are compliant with mobile carriers' guidelines, as well as to help identify real businesses and cut down on spam. ************************************************ # of DLS: 2 InContact ID: 457769162945 User ID: 2498873012 Case #: Account Verified: Y Issue: -Consultation call from Charm (Cert) -swap ph numbers Troubleshooting: -swapped the phone number (312) 675-4422 to (312) 675-4423 -adv rep that she can delete the phone number (312) 675-4423 but not the ext 102 so that the cust will still have access to the vms -rep deleted ext 102 ************************************************ Caller Name: Cindy RC #: 7858565600 Callback Number: 4026184593 Verified Email: cindy@wegrowsmiles.com # of DLS: 13 InContact ID: 457769172873 User ID: 270826030 Case #: Account Verified: Y Issue: -the deskphone in ext 101 is not ringing when someone calls the main number Troubleshooting: -checked the status of ext 101 in the call queue group ext 1 / "BUSY" -Cust confirmed that the phone is noyt engage to a call and no one is using the RC app of ext 101 -recreated e xt 101 as ext 779 -the phones are set to static ip add: LINE: (785) 856-5602 ext 779 IP ADD: 192.168.0.160 -called IT / spoke with Logan (IT person) -the Grandstream phone automatically re-prov in ext 779 when plugged back in to the wall -did test call to direct number and main number / success -the ext 779 is no longer changing the status to "busy" -keep case for monitoring ************************************************ Caller Name: Osamah RC #: 2148333100 Callback Number: 4698881073 Verified Email: Osamah@heal360.com # of DLS: 94 InContact ID: 457769333492 User ID: 192841040 Case #: Account Verified: Y / ext 30001 Issue: -static audio on deskphones -issue is intermittent Troubleshooting: -cust confirmed that the RC app is working fine for calls / issue is just the deskphones -checked the Quality of service reports shows that they have ATT Uverse / the quality is sometimes good, sometimes poor -adv cust to reboot the router / reboot the deskphones -adv cust to take note of the call samples if they experince the audio issue again LINE: (214) 256-3270 ext 30001 SN: CCQ17260D7X MODEL: Cisco SPA-525G2 Desk Phone LINE: (214) 956-4381 ext 30002 SN: CCQ19250J85 MODEL: Cisco SPA-525G2 Desk Phone 17149394 #ORTphone -pending cust action / needs to reboot network connection -for monitoring ************************************************ Caller Name: Janice RC #: 8654489895 Callback Number: 8656790595 Verified Email: lilybarn@gmail.com # of DLS: 5 InContact ID: 457769354721 User ID: 67436675 Case #: Account Verified: Y Issue: -needs to update card info Troubleshooting: -asked cust to login to https://service.ringcentral.com -assisted cust in resetting the password of the admin portal -cust updated the card infor thru admin portal -assisted cust in choosing the deskphone for ext 3 and ext 6 -assisted cust in customizing greetings -cust wants to keep case open for she needs assistance in ordering phones -cust is unable to continue TS / needs to attend meeting 17149697 #ORTphone -cust is unable to continue TS / needs to attend meeting (865) 448-1924 (865) 448-1925 Polycom IP 335 HD IP phone ************************************************ Caller Name: Greg RC #: 2245265996 Callback Number: 2245265996 Verified Email: GregorySchuring@SchuringConsultations.com # of DLS: 1 InContact ID: 457891559032 User ID: 299652048 Case #: 17151601 Account Verified: Y Issue: -call forwarding -change pin Troubleshooting: -did screen sharing but cust has no enough time to continue ts (224) 335-7403 (224) 535-6159 5265996 ************************************************ Caller Name: Theresa RC #: 9259472990 Callback Number: 9259472990 / 9259513201 Verified Email: therese_salazar@jebrown.net # of DLS: 29 InContact ID: 457891617193 User ID: 2052670005 Case #: Account Verified: Y Issue: -volume on the deskphone and the admin portal is too low Troubleshooting: -tested to play a call recording : (510) 444-5645 (800) 955-8213 131 - Brandon Bockman 18009558213 - BRADY HARBORD P 01/04/2023 1:22 PM 1 Phone Call Accepted 0:14:45 -no audio -tried to play a video in Youtube / no audio / tried mp3 player / no audio -restarted the laptop / still no audio / seems like the speaker of the laptop is not working -resynced the Yealink T42S Gigabit Business Phone of ext 103 -did test call / the volume is now loud ************************************************ Caller Name: Nick RC #: Callback Number: 6125034501 Verified Email: nolson@argentemcreek.com # of DLS: 29 InContact ID: 457891650965 User ID: 513700018 Case #: Account Verified: Y Issue: -follow up on case 17132592 -unable t o call UAE number 97180082923 Troubleshooting: -assisted cust in changing the SQ thru admin portal -gathered call sample: CALL SAMPLE: CALLING #: 16125034501 CALLED #: 97180082923 DATE/TIME: 12/14/2022 04:30:05 AM CALL LOG: 2545156462019 Kibana: https://kibana.int.ringcentral.com/s/default/app/discover#/?_g=h@4e8b632