question

Eric Umoh avatar image
Eric Umoh asked Phong Vu commented

Warm Transfers placed on hold

Agent 1 answers call from the call queue.

Agent 1 then searches for Agent 2, clicks on Agent 2 name, then clicks on "ask first" to warm transfer the call that came into the queue.

The system then calls Agent 2; Agent 2 picks up the phone. However, Agent 2 is immediately placed on hold and cannot hear Agent 1.

Thus, Agent 1 doesn't hear Agent 2 and cannot "ask first" to transfer the call as there's just "dead air".

We found that Agent 1 can remove Agent 2 from hold and complete the "ask first" prior to the transfer.

Is this a known issue, and when can we expect a solution to his oddity?

transferring calls
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Are you handling the warm transfer using RingCentral platform API or the transfer was done using RC app, RingCentral soft phone or desk phone? If the question is not relating to API calls or programming, I will move this question to the Customer community so you can get better help for a user question.

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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys