Call Handling: hang up on warm transfer and try different ext

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  • Updated 2 years ago
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Is there a way using the RingCentral for desktop app for our receptionist to hang up after trying to warm transfer to an extension and try another?

An example would be caller X calls and Receptionist Y answers,  Caller X wants to speak to someone about an issue, receptionist Y knows that Agent A and B can answer her question. Receptionist Y tries to warm transfer to Agent A; however, Agent A is not at their desk and does not answer. Is there a way for Receptionist Y to stop trying to get Agent A and instead try Agent B?

I know that a call queue may work for this purpose but is not the route we want to go if we don't have to.
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Conrad Kelly

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Posted 2 years ago

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Danno, Champion

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Yes, just click on the "X" on the top left.  I did a screen shot for you below:

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Danno, Champion

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This takes you back a step, while keeping the caller on hold, so you can try the next person.
(Edited)
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Brandon, Champion

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It might depend on the phone you are using to some degree.  For me with Polycom VVX the receptionist can just press cancel to return to the original caller and try another transfer.
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Conrad Kelly

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Thanks for the info.  Don't know why they didn't try the close button.  DUH!!