Warm transfer failing between third-party AI voice platform (Twilio) and RingCentral call queue

Question

We have a third-party AI receptionist platform built on Twilio called SimpleTalkAI that needs to warm-transfer calls into a RingCentral call queue. The transfer connection is unreliable/dropping delays in conversations.

Setup:

Inbound number: [Twilio number, e.g., 770-637-6424]
Destination: RingCentral call queue (770-675-1828)
Transfer method: [SIP refer? REST API call transfer? Attended transfer via API?]

This has been open with standard RingCentral support as case #31923806 without resolution. Looking for guidance on:

Whether RingCentral's call queue supports SIP REFER-based warm transfers from external SIP trunks/Twilio
Any known limitations on transferring into a queue vs. a direct extension
Recommended API/webhook approach for reliable warm transfer performance between Twilio and RingCentral

Tyler850957020 · Answer

This should be a question to Twilio instead of RingCentral.

Because the transfer is initiated at Twilio side.

And no matter how Twilio transfers the call, what RingCentral server receives should be an INVITE message. And from RingCentral perspective, it just just an inbound call, it doesn’t matter it is a direct call or a transferred call.

“The transfer connection is unreliable/dropping delays in conversations.” could you please elaborate? Can you make direct calls to the call queue? Is it also “unreliable/dropping”?

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