Call Handling: Transferring calls between extensions

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We switched to RC from a traditional PBX.

The setup we used to have in our medical facility is that calls came in on 8 lines. When the agent needs to place the caller on hold or transfer, they would park the call on the same line it came in. It was easy to tell another agent "you have a call on line 2". The caller would remain attached to the line always.

With RC, it works the other way around: the calls are transferred between named extensions instead. So when the agent parks the call or transfers the call to another extension it disappears from their phone and if the transfer needs to happen back (it happens frequently in our business) - the agents look for the original caller between all on hold extensions by asking the caller who he/she is and parking the wrong ones again. Most of the time they lose the caller on hold. I was told repeatedly by RC support that this is a limitation of RC.

Does anybody else have the same issue?
Is there a way that RC will add the "fixed line" feature soon? It is greatly impacting my business and I am sure i am not the only one.
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Steven Yaskin

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Posted 4 years ago

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Nathan Malone, U.S. Tier 3 Support

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Hello Steven,

Sorry for any issues you are having with your holds and transfers. RingCentral does work a little differently then your PBX, but you should be able to set up your system to work for your needs.

The best way to fix this issue based on your description would be to use Park Locations. Park Locations are created under your Groups tab in your RingCentral web interface. You can create up to 150 groups if I remember correctly. You can give the Park Location any name and extension number that you want. Once you have created a Park Location and assigned the Users you want to be able to park and answer calls from that Park Location, you can add the Park Locations to the presence keys on your phones. Once you get the Park Locations set up on your presence keys you can park a call by to that Park Location by simply pressing the presence button on the phone. Once the call is parked it will remain on that Park Location until someone picks it up. You can pick up a parked call by simply pressing the presence key.

Full details of Park Location setup and usage HERE.

You can designate a Park Location each user if you would like. For example User A only uses Park Location 1, but you can only park one call per Park Location at a time. As I said you can name the park locations what every you like so you could even designate 2 Park locations per person and name them User A line 1 and User A line 2. However you have it set up you can easily communicate with the person who needs to answer the call by simply telling the other person which of the Park Locations the caller is on.

I hope this helps. Please let us know is you have any questions on this set up.
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Good afternoon, I have been doing this for the last 2 years, and a recent 'upgrade' from RC made it so once the call was transferred through park the call originator cannot pick up the phone.  We have attempted the xfer function, but have many frustrated people in our office as it no longer allows the screening of calls, which is crucial to our business.  

Is there another workaround that solves the same problem as Steven was having?
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Jessica - Community Moderator, Official Rep

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This is a known issue, I don't have a workaround for you, but a fix will be in place with the 19.4 release, which will roll out mid-November to mid-December.