Untitled Note

Dec 1, Thursday 1.) 16855582 CASE NUMBER - 16855582 Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service Contact ID: 456401886403 Date and Time: 12/1/2022 6:11:14 AM Reason for Call: Spectrum Business Connect with RingCentral Incontact ID: 456401886403 RC#: 8593098552 || 8594401400 User ID: 245359051 Caller Name: Shawna Hunter Email: ed@starmedky.com Callback Number: 8593098552 Account Verified: Company Name: Sign Up Date: Troubleshooting: REFER cust TO Spectrum Business Connect T1 support hotline - 1-800-314-7195 -cust disconnected / no ts done Notes: ******************************************************** 2.) 16855916 CASE NUMBER - 16855916 Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: LNP Requests Direct Contact ID: 456401916003 Date and Time: 12/1/2022 6:38:54 AM Reason for Call: GHOST CALL Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ******************************************************* 3.) 16856017 CASE NUMBER - 16856017 Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: LNP Requests Direct Contact ID: 456401926606 Date and Time: 12/1/2022 6:48:51 AM Reason for Call: Ghost Call Incontact ID: RC#: User ID: Caller Name: Email: Callback Number: Account Verified: Company Name: Sign Up Date: Troubleshooting: Notes: ******************************************************** 4.) 16856331 CASE NUMBER - 16856331 Issue: For Faith_ Credit Card_Assisted by Mira Authorized Caller - Deliver Dispacthers Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 456401925253 Date and Time: 12/1/2022 6:52:35 AM Reason for Call: password Incontact ID: 456401925253 RC#: 3023368857 User ID:741849048 Caller Name: Faith Shiundu Email: support@delivahdispatchers.com Callback Number: 3025046175 Account Verified: y sq admin Company Name: Deliver Dispacthers Sign Up Date: 07/10/2022 Troubleshooting: Faith called in saying that she needs RC to bill her cc right now -educate cust that tech cannot do a force charge to her cc -called cert was able to speak with Brian and said the same thing - cannot do a force charge -cust does not have a back up cc -eoc Notes: ********************************************************* 5.) CASE NUMBER - Issue: For Beth_ Provisioning_Assisted by Mira Campaign Name: RingCentral Main Customer Service 3 Contact ID: 456401963110 Date and Time: 12/1/2022 7:27:36 AM Reason for Call: None Incontact ID: 456401963110 RC#: 9042155262 User ID: 3613729020 Caller Name: Cindy Email: elyssa.renewrejuvenate2@gmail.com Callback Number: Account Verified: Company Name: Renew And Rejuvenate Aesthetics MD Clinics Sign Up Date: 06/22/2020 Troubleshooting: Notes: received a call this morning - farrah - (888) 898-4591 ************************************************************** 6.) 16856779 CASE NUMBER - 16856779 Issue: For Sharon_ Desk Phone Offline_Assisted by Mira Authorized Caller - Geo Products, LLC Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 456401989005 Date and Time: 12/1/2022 7:42:45 AM Reason for Call: not_ringing Incontact ID: 456401989005 RC#: 2812147958 User ID: 1128786020 Caller Name: Sharon McWhorter Email: smcwhorter@geoproducts.org Callback Number: 2817965951 Account Verified: y sq admin Company Name: Geo Products, LLC Sign Up Date: 12/02/2016 Serial Number: 64167F1B86F8 DL: Sharon McWhorter - Ext. 101 || (281) 214-7958 Make and Model: Polycom VVX 501 Troubleshooting: Sharon called n saying that her desk phone is not ringing -ip address 10.1.10.198 - reboot the phone -did screen sharing session - https://v.ringcentral.com/join/852539794 -cannot access gui - cannot do factory reset on the phone -provide password - admn802144228027pwd -all of the phones are offline -advised cust to check with isp -cust said that she will call it of her ISP -need to ff up for continue with ts right after she contact her isp for internet issue -informed cust that will endorse to ORT for ff up cust agreed CASE NUMBER - 16856779 User ID: 1128786020 Caller Name: Sharon McWhorter Email: smcwhorter@geoproducts.org Callback Number: 2817965951 -for ff up to continue ts after isp has check all the connections in her office Notes: phone is not ringing - Provisioning Counter: 2527 admn802144228027pwd Serial Number: 0004F26DBB28 ext 102 - Provisioning Counter: 2634 https://v.ringcentral.com/join/648945764 ****************************************************** 7.) 16858738 CASE NUMBER - 16858738 Issue: For Matt_ Presence_Assisted by Mira Authorized Caller - Choices Insurance Agency Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 456402200571 Date and Time: 12/1/2022 10:00:21 AM Reason for Call: change_forwarding_rules Incontact ID: 456402200571 RC#: 5036531212 User ID: 590318040 Caller Name: Matt Ramage Email: mramage@choicesins.com Callback Number: 5036531212 Account Verified: ext 104 Company Name: Choices Insurance Agency Sign Up Date: 03/25/2021 DL: (503) 765-7680 Troubleshooting: Matt called in saying that when someone from internal ext called in he is getting the call as well -did screen a screen session - https://v.ringcentral.com/join/296518526 -cust is using rc phone app -disable ring my phone in presence -cust said that it is now working -educate cust that d id not make any changes when it comes to call routing from the main company number -will endorse to ORT for ff up if the call routing from the main company number is working Notes: ext settings - recep rings at my desk https://v.ringcentral.com/join/296518526 CASE NUMBER - 16858738 User ID: 590318040 Caller Name: Matt Ramage Email: mramage@choicesins.com Callback Number: 5036531212 -will endorse to ORT for ff up if the call routing from the main company number is working -ff up for testing - cust does not have any other line to make test call call ******************************************************** 8.) 16859880 CASE NUMBER - 16859880 Issue: For Charles_Phone Number Change/CNAM_Assisted by Mira Authorized Caller Campaign Name: Retention Transfer 2 Case Number: Account Name: American Quality Housing, LLC Extension: Contact ID: 456402294228 Date and Time: 12/1/2022 10:55:45 AM Incontact ID: 456402294228 RC#: 51238727777 User ID: 346328023 Caller Name: Charles Rieckhoff Email: CRieckhoff@amqh.org Callback Number: 7754004452 Account Verified: y as per Ken from Cert Company Name: American Quality Housing, LLC Sign Up Date: 11/03/2014 Troubleshooting: Ken from cert transferred the call - was able to speak with cust Charles -cust said that he accidentally changed the license from mvp to mobile -walk through cust on how to edit the license -Additional Number changed from (210) 570-9794 to 19379650000 -cust requested for cnam push (937) 965-0000 -Case Number: 16859880 UID: 346328023 Provider: Level3 - LI Cnam: DAYTON MAINT 9379650000 Notes: cert - ken - 16859411 - (937) 965-0000 dayton maintenance AMQH, LLC 718 Copper Springs Ct Carson City Nevada 89703 12/01/2022 8:34 AM Charles Rieckhoff, Ext. 1 Dayton maintenace, Ext. 35 Users > User List > Users with Extensions User license changed from MVP to Mobile User. (937) 965-0000 - (210) 570-9794 Hi All, Customer is requesting for cnam Case Number: 16859880 UID: 346328023 Provider: Level3 - LI Cnam: DAYTON MAINT 9379650000 Thanks, Mira RingCentral Technical Support ************************************************************** 9.) 16860235 CASE NUMBER - 16860235 Issue: For Jeffrey_ Call Queue_Assisted by Mira Campaign Name: Canadian Ringcentral Service 1 Contact ID: 456402361394 Date and Time: 12/1/2022 11:47:51 AM Reason for Call: not_ringing Incontact ID: 456402361394 RC#: 9055540630 User ID: 1691756020 Caller Name: Jeffrey Woo Email: jeff@jumpsmileortho.com Callback Number: 6478954546 Account Verified: y sq admin Company Name: Jump Smile Orthodontics Sign Up Date: 01/16/2018 Troubleshooting: Jeffrey called in saying that he has few questions with call ' -walk through cust with call queue - educate cust with call queue -provide options to route the calls - call queue or user ext -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: closed ***************************************************************** 10.) 16860938 CASE NUMBER - 16860938 Issue: For Liam_ Call Queue_Assisted by Mira Campaign Name: RingCentral Main Customer Service Case Number: Extension: Contact ID: 456402442073 Date and Time: 12/1/2022 12:36:34 PM Reason for Call: technical support Incontact ID: 456402442073 RC#: 2673508603 User ID: 62343987008 Caller Name: Liam Caine Email: liam.caine@jevs.org Callback Number: 2673508603 Account Verified: y sq ext 8603 - admin Company Name: Jevs Human Services Sign Up Date: 07/22/2019 Troubleshooting: Liam called in asking where he can find the call queue manager -walk through cust on how to add/change call queue manager -no other issue raised during the call -asked permission to close the case cust agreed -csat spiel satisfied Notes: ************************************************** 11.) 16861323 CASE NUMBER - 16861323 Issue: For Sherwyn_Phone Number Change_Assisted by Mira Incontact ID: 456402456112 RC#: 8082786717 User ID: 255853041 Caller Name: Sherwyn Payne Email: sherwyn@islandproperties.com Callback Number: 8082786717 Account Verified: y sq ext 101 Company Name: Ho’okele Title Sign Up Date: 04/08/2021 Troubleshooting: Sherwyn called in saying that he cannot change the number for ext 1185 -cust said that he annot edit the number for ext 1185 -Additional Number changed from (808) 461-3047 to 18088652078 -call got disconnected - did call cust back at phone number - 8082786717|| Contact ID: 456402511823 -continue ts - cust confirmed that it is a Hilo number and it is working now -educate cust that we do not have control of the number -cust said that he needs to go to work now and will some other numbers that need to be change -will endorse to ORT for ff up Notes: Active ContactID: 456402456112 ext 1185 honolulu number 8088652078 - (808) 461-3047 Additional Number changed from (808) 461-3047 to 18088652078 CASE NUMBER - 16861323 User ID: 255853041 Caller Name: Sherwyn Payne Email: sherwyn@islandproperties.com Callback Number: 8082786717 -cust said that he needs to go to work now and he has some other numbers that need to be change -will endorse to ORT for ff up *********************************************** 12.) 16861787 CASE NUMBER - 16861787 Issue: For Heather_ TFN Port Out_Assisted by Mira Campaign Name: Retention Transfer 2 DNIS: 8558866683 Skill: Support Porting US Incontact ID: 456402524895 RC#: 8557227387 User ID: 1159546021 Caller Name: Heather Eisenstadt Email: petswelcome@icloud.com Callback Number: 4072847625 Account Verified: y sq as per Albert from retention Company Name: Hospitai lity Sign Up Date: 09/30/2014 Troubleshooting: Albert from retention transferred the call - was able to speak with Heather -educate cust that all information is from the portal -informed cust of the ff mismatch Code 01 - Customer name mismatch/missing Code 02 - Address mismatch/missing Company Address and Company Name in LOA does not match in Service Web -no other issue raised during the call -eoc Notes: Albert from retention - Active ContactID: 456402524895 rejection CASE NUMBER - 16838067 - Broadvoice Reason Code Code 01 - Customer name mismatch/missing Code 02 - Address mismatch/missing Company Address and Company Name in LOA does not match in Service Web Comments: Customer must update account information via online account ****************************************************** 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: