Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

Transfer a call while Unavailable? MAXX AGENT

Tags: transferring calls

Feb 21, 2024 at 8:06am • 1 replies • 0 likes

Steve McNulty

All,

We use MAX AGENT. Is it possible to transfer a call to an "UNAVAILABLE" agent? The problem we have is if a call is transferred to an unavailable agent, it goes to their voicemail. If the agent goes "AVAILABLE" to pick up the transfer, there's the risk that they'll first get routed a QUEUE call from our 1-800 number, not the call being transferred. I have to assume we are not the first company to have this dilemma. Will doing a "warm Transfer" or "ASK" of an unavailable rep allow the transfer to pass through?

Steve

Mary-Community_Moderator on Feb 22, 2024 at 8:31am • 0 likes

If they are logged in but are just in an unavailable state, and the originating agent transfers the call to the agent's name, not the skill, it should go to their personal queue. The call will be waiting there until the receiving agent becomes available, and it would also depend if the custom personal script has Voicemail logic.

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales