Transferring or calling between extension numbers?

  • 1
  • 1
  • Question
  • Updated 2 years ago
  • Answered
  • (Edited)
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
  • Disappointed

Posted 2 years ago

  • 1
  • 1
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,072 Points 10k badge 2x thumb
what type of phone do you use? I know with Cisco's there is a button saying Xfer on the display while on a call, press that then the otherone touch dial for whoever you want to transfer to and wait for them to answer, press Xfer again and hang up. You can also use BXfer which would work by pressing that on the call, then the persons one touch dial key, then just hanging up.
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Hi Chris - many thanks for the feedback and suggestions.
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Did you know that if you only have two digital lines (lines that can make incoming & outgoing calls) and 2 or more extensions - only the digital lines can call the extensions (that is without having to be connected via another number ie mobile). 

Surely a VOIP system like Ringcentrals could offer for FREE the ability for all and any Extensions on one system to call each other quickly & seamlessly.

With the numerous FREE competitors like Skype etc etc around surely this basic functionality could & should be offered to paying customers who have one or more paid digital lines.

Feels very small minded & self defeating & a slur on the Ringcentral offering
(Especially when it would cost Ringcentral nothing!!!)
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,072 Points 10k badge 2x thumb
Not sure I totally follow, but hopefully this will help, try using the Glip program through ringcentral and see if that helps quicker reaching of users, or there is also intercoming between users as long as it's set up for you properly. I hope I followed your issue correctly and offered decent advice, if all else fails always call tech support and they are always helpful and should help you find the best way to make your account work best for you.
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Hi Chris,
Many thanks for the suggestion. Being new to the system we have yet to come to Glip but will now try. As the implementor of this solution for our 4 man business I am responsible for managing our workforce expectations and unfortunately I thought this intercom service was a given on VOIP (and probably is only a check box away from actually being reality - come on Ringcentral this is a no brainer :-(((
(Edited)
Photo of Brandon

Brandon, Champion

  • 23,022 Points 20k badge 2x thumb
I think you are referring to free extensions using the desktop app?  It is true that you need a paid user account to make outbound calls or to use another phone number like mobile or landline for the voice path.  I am not sure how they could stay in business if they allowed free extensions to place calls..
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Hi Brandon,
I agree with what you are saying (to a degree) but I think you've slightly missed my point. At present you cannot make inter Ringcentral calls between the extension numbers of your business - not referring to external calls, just internal calls. Being VOIP this should not cost them anything.
(To be honest we bought in to the system on the understanding that we could equally share the two paid fully featured lines we subscribed to between 4 extensions but as we have discussed and agreed it is not possible for two extensions to make external calls without the workaround process previously described).
This could so easily be a fully functional solution as well as an economic one but has these really trivial niggles - we only make 200 mins outbound calls & 200 inbound a month but wanted to integrate the system with our CRM.
Photo of Mike

Mike, Official Rep

  • 93,378 Points 50k badge 2x thumb
James,  Can you not simply dial the extension #?  It should work.  

What device (mobile app, desktop app, deskophone/model) are us using?

Mike 
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
At present you cannot make inter Ringcentral calls between the extension numbers of your business - if you only have two digital lines (lines that can make incoming & outgoing calls) and 2 or more extensions - only the digital lines can call the extensions (that is without having to be connected via another number ie mobile or other landline).

Mike, I guess you personally use a fully paid up digital line. We only have 2 Premium Lines, & 2 extensions, the extensions cannot call the other extensions without connecting to a mobile or landline first, and then patching the calls together.

That is an acceptable workaround if you want to make an external call and opposed to having to have 4 premium lines if you need to make external calls but if you are just calling other extensions within the Ringcentral environment it seems completely mad.

FYI :-) We use: iPhones & Samsung Mobiles & iMac's desktops 
Photo of Nathan Malone

Nathan Malone, U.S. Tier 2 Support

  • 4,760 Points 4k badge 2x thumb
Hello James,

You cannot place a direct call from a softphone to an external number or an internal extension if the softphone is not a full, paid, digital line. I am sorry for any inconvenience this is causing your Users and for any misunderstanding or misleading information you received when starting with RingCentral. It should have been made clear that you have to pay for a line in order to make a phone call from a softphone or a desk phone.

Now, your Users should be able to download the RingCentral Mobile app on their Android or iOS phones, log in using the main company number and the extension number of their User, and make calls using their WiFi or mobile data connection. Only one User can be logged into any one extension at a time in this manner.

I hope this helps. Again sorry for any confusion and inconvenience.
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Hi Nathan,

Thank you for your feedback.

Why is it not possible to place a direct call from a softphone to another softphone on an internal extension? This feels like the most basic level of VOIP communications!

Can you clarify your second paragraph - are you suggesting that by using the softphones (RingCentral Mobile App) on your Mobile Phone - any logged in extension (whether on a paid line(extension) or not) can call another extension, whether received on their Computer softphone or RingCentral Mobile App?

With thanks
James...
Photo of Mike

Mike, Official Rep

  • 93,378 Points 50k badge 2x thumb
James..I'll chime in again.  I am able to log in with two users (no direct line) using the main company number plus extension, and make a call from my desktop app to mobile app, or vise versa, from the mobile app to my desktop app, buy just dialing the extension number.   If that doesn't work for you, reply back and let us know.  
I noticed  you have a UK account and we can check with our UK support team to see if it functions differently for some reason. 
Mike 
Photo of Brandon

Brandon, Champion

  • 23,022 Points 20k badge 2x thumb
I just did the same.  4 digit dial between desktop to desktop and also desktop to mobile apps between two free users without digital lines.  I am also US based though.
Photo of James Noel

James Noel

  • 212 Points 100 badge 2x thumb
Hi Guys,

Many thanks for your feedback and tests. I can confirm that by using my Mobile phone & the RingCentral App I am indeed able to call any extension (even though my extension is not linked to a dedicated digital line). So we have progress :-)))

Unlike the US based setup and further to a chat with tech support in UK it would seem that extension numbers without a dedicated line cannot "simply" call another extension just using the extension number and are treated in the same way as if calling an external line ie they need to patch the call to a mobile / or landline then connect the call to the intended recipient. 

Not Great. Not feeling the group hug of RingCentral - but at least it works on mobile :-/