Untitled Note

Caller Name: Meredith RC #: 16317736161 Callback Number: (631) 773-6161 Verified Email: mcummings@ipellc.net # of DLS: 29 InContact ID: 427211515606 User ID: 2493187036 Case #: 15936944 Account Verified: Y Issue: -presence on ext 111 is not showing the status of the users that he is monitoring Troubleshooting: -resynced the deskphone of ext 111 / did a test call / still the user's status did not change -did remote control to the user's pc / accessed gui -in the admin portal, the phone says Yealink T58W / cust confirmed that the sticker of the phone says T58A -explained that the phone is not supported by RingCentral and so the presence feature -cust understood LINE: (985) 400-2048 ext 111 SN: 805EC0D7928B MODEL: Yealink T58W Pro Smart Business Phone IP ADD: 192.168.1.51 ************************************************ Caller Name: JP RC #: (772) 212-2776 Callback Number: (772) 266-0949 / anytime Verified Email: jpgreco@careficient.com # of DLS: 26 InContact ID: 427211618331 User ID: 408338027 Case #: Account Verified: Y Issue: -incoming calls to ph # (772) 212-2776 are not routing to call queue ext 2 Troubleshooting: -did a test call / I was routed to Primarica according to the greeting -the cust tried to use his RingCentral phone > he was able to get through the call queue group ext 2 -assigned the phone number (772) 212-2776 to an autoreceptionist and forwarded calls to ext 102 / still, I was routed to Primarica / nothing in the session logs -assigned the phone number (772) 212-2776 to user ext 102/ still, I was routed to Primarica / nothing in the session logs CALL SAMPLES: CALLED #: (772) 212-2776 CALLING #: 9139637465 DATE: 08/04/2022 CALLED #:(772) 212-2776 CALLING #: 4059216127 DATE: 08/04/2022 CALLED #:(772) 212-2776 CALLING #: 3054988355 DATE: 08/04/2022 ************************************************ Caller Name: mary RC #: 13123007932 Callback Number: (312) 300-7932 Verified Email: m.picot@flerner.com # of DLS: 3 InContact ID: 427211635431 User ID: Case #: Account Verified: Y Issue: -call forwarding of (312) 300-7932 Troubleshooting: -changed the call routing of ph # (312) 300-7932 from ext 101 to ext 103 -did test call / case closed ************************************************ Caller Name: Marissa RC #: 17028460735 Callback Number: (702) 757-2717 Verified Email: mnoble@nccdirect.com # of DLS: 73 InContact ID: 427211695767 User ID: 272632026 Case #: 15938534 Account Verified: Y Issue: -ext 2705 is unable to do outbound calls Troubleshooting: -changed the license of ext 2705 from Video pro to MVP license -moved the ph # (702) 757-2705 to number inventory then assigned back the ph # (702) 757-2705 to ext 2705 as a digital line -user ext 2705 is not available to do a test call -will call cust back after 1 hour 2705 cb #: (530) 223-5357 -cb icid: 427211838421 -no answer / left vm ************************************************ Caller Name: Kheri RC #: Callback Number: Verified Email: # of DLS: 5 InContact ID: 427211765286 User ID: Case #: Account Verified: Y / ext 105 Issue: -one-way audio -user can hear the user but the customers cant hear her Troubleshooting: -changed the speaker source to the speaker of the user's laptop -increased the volume of the laptop -did test call -case closed 15838897 ************************************************ Caller Name: Jean RC #: 17038275454 Callback Number: (703) 827-5454 Verified Email: Jean.Neyra@vipeyes.com # of DLS: 27 InContact ID: 427211831947 User ID: 2032633020 Case #: Account Verified: Y / ext 4140 Issue: -see the status of a call queue member in ext 3 Troubleshooting: -admin portal > phone system > groups > call queues > actions column > dropdown Jean.Neyra@vipeyes.com ************************************************ Caller Name: Cortland RC #: 15717234721 Callback Number: (330) 564-7877 Verified Email: # of DLS: 380 InContact ID: 427211848607 User ID: 1856746020 Case #: Account Verified: Y / ext Issue: -phone provisioning to ext 756 Troubleshooting: -no ts done -did a test call to ext 756 / all good LINE: (435) 216-5885 ext 756 SN: 805E0CF64DA1 MODEL: Yealink W76P Cordless Phone with 1 Handset ************************************************ Caller Name: Stephanie RC #: Callback Number: 8049974581 Verified Email: sc@vacail.com # of DLS: 20 InContact ID: 427211854169 User ID: 3076027020 Case #: Account Verified: Y Issue: -call forwarding to external number during after hours for the phone number (804) 644-8888 Troubleshooting: -removed the phone number (804) 644-8888 from the numbers list in the custom rule for the main ivr settings -did test call / case closed 2100 (804) 491-4003 ************************************************ Caller Name: Vincent RC #: Callback Number: (770) 850-7485 Verified Email: vmoore@phoenix-healthcare.com # of DLS: 98 InContact ID: 427211882763 User ID: 2341431015 Case #: Account Verified: Y Issue: -calls are not going through on phone number (770) 850-7450 Troubleshooting: -phone number is not a RC number -cust said that they will reach out to someone else for that (770) 850-7450 cb #: (530) 223-5357 cb icid: 427211919141 -spoke with Stephanie / portin has been completed -requested to talk to her account manager or to have a different account manager -created cif case 15941086 2 of the phones that they purchased are not working ************************************************ Caller Name: JP RC #: 17726004202 Callback Number: (772) 266-0949 Verified Email: # of DLS: 26 InContact ID: 427211919687 User ID: 408338027 Case #: 15938238 Account Verified: Y Issue: -portout inquiry for the phone number (772) 212-2776 -called ntd / no info sbout the portout -adv cust to send an email to ntd.helpdesk@ringcentral.com to get the full details of the portout and copy of LOA Troubleshooting: 15887208 ************************************************ Caller Name: Stacey RC #: 14805845267 Callback Number: 4805845267 Verified Email: stacey@atjphoto.com # of DLS: 4 InContact ID: 427211950246 User ID:63036913028 Case #: Account Verified: Y Issue: -multiple spam calls to phone number (480) 497-5598 Troubleshooting: -changed the phone number (480) 497-5598 to (480) 716-6688 through admin portal stacey@atjphoto.com 480497 ************************************************ Caller Name: Jessica RC #: 18046135670 Callback Number: (804) 799-1706 Verified Email: jessica.cabangon@gmail.com # of DLS: 16 InContact ID: 427211970752 User ID: 730875040 Case #: Account Verified: Y Issue: -add phone number to ext 101 that can send and receive text messages Troubleshooting: -added the phone number (980) 443-3127 and assigned it to ext 101 through admin portal -discussed the hifg volume sms feature -case closed ************************************************ Caller Name: Kamini Talati RC #: Callback Number: 7728120148 Verified Email: talatikb@hotmail.com # of DLS: InContact ID: 427212021379 User ID: Case #: 15941718 Account Verified: Y Issue: -the calls to the phone number (772) 871-8959 are not ringing to the external number (772) 272-9328 for more than 30 secs -voicemail recipient should be the voicemail of external number (772) 272-9328 not the RingCentral voicemail Troubleshooting: -admin portal > users > ext 101 > call handling > settings > Incoming call information > edit > play announcement > direct calls set to NEVER -set the missed calls recipient from ext 101 to external number (772) 272-9328 -did a test call -case closed 2938 (772) 272-9328 ************************************************ Caller Name: Janice RC #: 3106328888 # of DLS: 4 InContact ID: 427212042534 Account Verified: NO Issue: -call forwarding to (310) 280-0176 -unable to verify the acct -cust will call back once she has the answer to the SQ Troubleshooting: (310) 280-0176 ************************************************ Caller Name: Scott RC #: 12174983005 Callback Number: (217) 519-0133 Verified Email: vapevaultllc@gmail.com # of DLS: InContact ID: 427212045033 User ID: 2684365015 Case #: Account Verified: Y Issue: -call forwarding to another ext Troubleshooting: -forwarded the calls of ext 2 to ext 1 -did test calls -case closed (217) 607-0793 1-savoy ************************************************ Caller Name: Janice RC #: 3106328888 Callback Number: (415) 691-7781 Verified Email: jsembrana@cpoaglobal.com # of DLS: 4 InContact ID: 427212055841 User ID: 63090185028 Case #: Account Verified: Y Issue: -activate the unassigned number (310) 280-0176 to a new user Troubleshooting: -assigned the phone number (310) 280-0176 to a new user ext 104 -added ext 104 to the call queue ext 1 ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************ Caller Name: RC #: Callback Number: Verified Email: # of DLS: InContact ID: User ID: Case #: Account Verified: Y Issue: Troubleshooting: ************************************************