Call Handlig: Warm Transfering

  • 0
  • 6
  • Question
  • Updated 3 weeks ago
  • Answered
  • (Edited)
Would like a call transfer process where i would be able to have all three parties on the same line and leave the call and the two parties would still be connected. This way the call transfer is a smoother transition for the two parties to be connected and then I can hang up.
Photo of Alicia Missir

Alicia Missir

  • 120 Points 100 badge 2x thumb
  • sad, dissapointed

Posted 5 years ago

  • 0
  • 6
Photo of Mark

Mark

  • 348 Points 250 badge 2x thumb
There is a way to warm transfer the call that I use. You hit ## to put the call on hold then * then 1 then dial your quick dial number and you will be connected to the other party. You introduce yourself and then hit # to connect the two of them and you can hang up. You have to add the number you are transferring to in your call forwarding list and the call flip numbers setup.
Photo of Walter Weinreich

Walter Weinreich

  • 102 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Contacting extension before transferring the call.

I'd like my receptionist, using the mobile app, be able to answer a call and put the person on hold, contact me by my extension and let me know who or what the caller wants then transfer the call to me. Can this be done using the mobile app?
(Edited)
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
Hi Walter, This link may help.

Transferring a Call to Another Extension
(Edited)
Photo of Walter Weinreich

Walter Weinreich

  • 102 Points 100 badge 2x thumb
Thanks Mike....I tried doing it but it said this feature is disabled in my account. Do you know how I enable it?
(Edited)
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
Are you stuck on setting up the Call Flip?   You'll have to be logged in as an administrator to do this step. 
Photo of Walter Weinreich

Walter Weinreich

  • 102 Points 100 badge 2x thumb
No i entered an extension number thinking it would transfer to that extension. Didn't realize "quick number" was my call flip numbers.

Is it possible to transfer to an extension?
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
After you press ## it should give you the option to dial an extension. 
Photo of Walton WalWal Li

Walton WalWal Li

  • 82 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled how to transfer call to colleague.

Scenario:

A potential client call my RingCentral company number (020-xxxx-xxxx), and pressed 1 for General Enquiries (forwarded to me - the operator), he/she wants to speak to a colleague of mine, how can I transfer that call?
(Edited)
Photo of Mike

Mike, Official Rep

  • 93,468 Points 50k badge 2x thumb
Hi Walton, I moved your post here since it's a related question. You can use the"## " method explained above for a warm transfer. Or this page shows general steps for both Cisco and Polycom phones: Transferring calls via IP phones

 I'm assuming you are using a desk phone instead of the softphone as the softphone has a transfer button which is quite visible.
(Edited)
Photo of Gutknecht

Gutknecht

  • 94 Points 75 badge 2x thumb
I'm having a similar issue using a Polycom hard phone. I'd like to be able to do a traditional warm transfer where I  put person A on hold, dial out and give person B their information, then get person A and B on the line with me, introduce them to each other, then drop off the line, allowing them to continue on their own. 

When I use the transfer feature on my phone, it disconnects me when I get person A on the line with person B. I am able to put person A on hold, dial person B, give person B information, but when I go to connect them together, it just disconnects me from the call. I don't get the chance to say "Thank you for holding, person A, here is person B, they will take care of you from here!" 

Can anyone help?
Photo of Jessica - Community Moderator

Jessica - Community Moderator, Official Rep

  • 5,832 Points 5k badge 2x thumb
Hi Gutknecht, 

You would need the conference button instead of the transfer button. 
Photo of Gutknecht

Gutknecht

  • 94 Points 75 badge 2x thumb
Thank you so much!
Photo of Jasmine M

Jasmine M, Employee

  • 1,552 Points 1k badge 2x thumb
The problem with using conference is if the person who conferenced the other 2 parties had to hang up, it would also disconnect said parties. It will end the call for everyone. You would end up having to initially conference them, have one person hang up so you could do a cold transfer to the other party. 

Here are the customer's details :
  1. Account type: Office Premium 2 - 99 lines 
  2. A brief description of the business : not discussed
  3. A high level description of the product or feature being requested: customer would press a transfer button, placing 1st party on hold, while 2nd party is dialed. conference 1st and 2nd party together to handoff the call properly, then complete the transfer by pressing a button on the phone. 
  4. A typical use case scenario explaining how your business would use the feature: for user extension to call a customer, place them on hold, call another number, conference the two together, and be able to leave with the other 2 parties still connected.
  5. Benefit of such feature: ease of use
  6. Number of Users and/or Digital Lines: 11 users / 22 lines