Call Queue: Warm transferring a Queue call received on cell phone.

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  • Updated 3 years ago
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Why can't we quick dial or call flip a queue call from a cell phone? I used this feature to warm transfer calls but it only works when the caller is calling into my extension and not if they called into the queue. I've talked to several people at tech support and they can't seem to figure it out either. Is this a glitch or is this feature not programmed into the system? I've added my extension to the queue that forwards to my cell phone and added the call flip numbers and assigned the quick dial numbers. Please advise.
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Mark

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Posted 4 years ago

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Mike, Official Rep

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Hi Mark,  If I understand your question, and your current configuration correctly, it will not work this way.  The call flip feature won't be recognizable by your cell phone carrier, so, you would have to answer the call using the mobile app on your cell phone instead of forwarding to the cell phone. 

Mike 
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fred

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thats bs...why is it that sometimes it works and most of the time is doesnt...
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Mike, Official Rep

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Yes,  they are still handled by RingCentral. 
(Edited)
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fred

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even if the call is forwarded to a cell phone the call has to be still going through ringcentrals system if they are the sip provider.  here is my scenario.  a call is placed from a SPRINT phone. it is calling a number that is hosted on ringcentrals system. ring central is fowarding that call to a verizon cell phone... ringcentral has to still be involved in that call.  ring central can not splice the sprint and verizon call together and eliminate them serves completely .. is there a way to putty into the system?
(Edited)
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fred

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if ringcentral is the sip provider they cant severe the call...if you putty into the system there has to be  a active call even though its forwarded to a cell phone....I know that this happens with freepbx. and if ringcentral uses freepbx in thier backbone it has to be the same
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Dave Herron, U.S. Tier 3 Support

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Hi Fred,
Our system is not based on any other platform as it was developed from scratch. The call IS still maintained through the RC network in this scenario. You should be able to navigate via the DTMF tones like normal via any call that is forwarded to your cell phone. If you are unable to please create a ticket to help identify if we are receiving the DTMF tones from your cell phone. More often than not we can identify why they are not reaching us and get the problem corrected. In a few rare instances the problem is unfortunately a result of your cell phone carrier not sending them correctly and that can be remedied by opening a service incident with the carrier as well. Not sure if you want to do both in tandem to save time, Hope this helps.

-Dave
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Kim, Alum

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Thank you Dave for the clarification!! 

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