Set up conference for another user using desk phone stations

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Hello,

What are some time-tested methods for employing special RingCentral features to enable a receptionist to join multiple callers into one conference using her desk phone, and transfer the conference to the boss?

The conference functions of RingCentral desk phones are very limited. It should be called "three-way outbound calling", because you can't add more than two other parties. Also, you cannot join two existing calls into one three-way; you can only add the third party by dialing out. If you have two inbound calls, you would have to hang up on the second call, pick up the first, hit Conf, call the second person back, and hit Conf. Or, you have to park one, go to the other call on hold, and conference in the parked call.

In addition, once a receptionist has gotten a conference set up, there's no way to transfer it to her boss, even if the calls came in to the boss' line (and the receptionist picked them up because she can see and pickup the boss' extension on her phone through presence buttons).

Other posts have mentioned using features such as shared lines, etc., to allow RingCentral to work like a full-featured PBX in this manner.  What are your solutions to this problem?  To restate the problem:

1.  Receptionist must be able to pick up multiple calls to the boss on her physical desk phone.
2.  Receptionist must be able to join these calls.
3.  Receptionist must be able to get the boss on the call one way or another.
4.  The boss shouldn't have to do anything but pick her desk phone when it rings and the conference is ready.

Looking forward to your ideas.

Jeffrey Fox
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Jeffrey Fox

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Posted 5 months ago

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Jessica - Community Moderator, Official Rep

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Hi Jeffrey, 

There are two ways you can accomplish what you are requesting:

The first would be to re-assign the number that is assigned to the boss’s extension to the receptionist’s extension and give the boss a new number. This takes the “middleman” out of the situation so all calls can go directly to the receptionist for screening and handling. When a call needs to be transferred to the boss the receptionist can transfer it to their boss’s new number like normal.

If the first option doesn’t meet your business needs, you can make a virtual extension for the boss and set the original extension to forward all calls to the receptionist’s extension. When the receptionist needs to transfer a call to their boss she/he would transfer to the virtual extension. The receptionist will need to warm transfer the call-in order to be able to drop off the call without disconnecting the caller from their boss.

If assistance configuring the extension is needed, please contact support.
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Jeffrey Fox

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Jessica,

Neither of these options relate to the problem given in my original post: "What are some time-tested methods for employing special RingCentral features to enable a receptionist to join multiple callers into one conference using her desk phone, and transfer the conference to the boss?"

Also, your first paragraph is wrong for any situation.  There's no need to change extensions, and having one person's assigned phone number attached to another's desk unnecessarily increases administrative complexity.  The receptionist can simply be set up with the boss' extension as a presence button on her desk phone, with permission to answer it.  If she picks up a call to the boss' extension at her desk and wants to transfer to the boss' desk, she can press Xfer and push the same presence button, and a line appearance on the boss' phone will ring. The transfer process will proceed just the same as if she were transferring a caller who had dialed in to her own extension.

I did work out some hacks to answer the questions in my original post, but I'm holding it to see if anyone in the Community has anything better.

Jeffrey Fox


(Edited)