Warm transfers

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We need warm transfer capability for soft phones. This is something that we expected when we switched to Ring Central, but is not happening.
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Bruce Mulberry

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Posted 3 months ago

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Chris Duquette, Champion

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I'm pretty sure theres a warm and blind transfer on the soft phone. The deskphones require a few steps to do each style transfer.
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Bruce Mulberry

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According to the tech at support and a tech support supervisor, there is no capability to do a warm transfer on the soft phone. Meaning, that as a receptionist, I cannot contact the boss, ask if he wants to take the call, and then return to the caller to take a message if the boss cannot talk at that time. This is a common task that regular phone hardware does all the time. But not with Ring Central soft phones. That is disappointing.
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Jessica - Community Support, Official Rep

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Hi Bruce, 

If you do not have a Digital Line (DL) on your extension, the warm transfer option is not available. In order to complete this type of request, the system requires a DL on the extension. If you do have a Digital Line, you should have a transfer option, and then be able to select warm transfer. 

When conducting a warm transfer follow these steps:
1) Answer the call
2) Select the transfer button (no need to put them on hold):


3) Select the individual you would like to have the call go to (the warm transfer button will be grey until you do)
4) The Warm Transfer button will become active and then you'll press it and it will call the individual. Once they answer, select the Complete Transfer button


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Jessica - Community Support, Official Rep

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Hi Sydney,

There isn't a button to warm transfer on the mobile app. We have a feature request that you can vote on for the idea here! You're still able to warm transfer without the button on the app, there are just additional steps involved. When you have the caller on the line, dial:

  ##*1 (pause) enter 10 digit number. 
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Sydney Bartholomew

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Thank you, Jessica.
Will that work if it’s an extension number I need to transfer the call to? Also, I noticed that this vote is going on 3 years now...any chance it will be taken care of soon?
Sydney
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Sydney Bartholomew

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Scratch that. I just received a call and tried to do the warm transfer to a co-workers extension and it was unsuccessful. At first it did nothing, but when I hit ##*1 again it asked me to enter the extension I was trying to transfer it to, so I did, and it did a Blind Transfer over to my co-worker. If it's not an option to do a Warm Transfer to an extension, this is something that I believe would be a great addition. 

Any help on this would be greatly appreciated.

Thank you,

Sydney
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Jessica - Community Support, Official Rep

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Hi Sydney, 

You're right, you're not able to transfer by extension with that method. The idea to warm transfer by extension is included in the warm transfer button idea that I posted previously for you to vote on.
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Sydney Bartholomew

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Well that would be fantastic! Can’t wait!
I noticed that the vote started 3 years ago, though. What do you think the timeline is like to get this active? I will always need to transfer to an extension and we have team members in different states, as well. It would be awesome to get the Warm Transfer option soon so I can communicate with the team member and make sure it’s something they can handle before I transfer the call to them.

Thanks again,
Sydney
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Bruce Mulberry

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Thank you for your reply. Perhaps I am not using the right terminology. We are a church office that has switched to VoIP. With our old phones, in the traditional way, the receptionist can buzz the pastor that he has a call. The pastor can choose whether or not to take the call at that time. The receptionist can then return to the call in progress and take a message for the pastor call back at another time. 

This is a very common practice for any business. But it I cannot find how to give the pastor an option to take the call and then return to the caller if he cannot take the call. 

Thank you!
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Jessica - Community Support, Official Rep

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Hi Bruce, 

Take a look at our Call Park option, I think it'll do the trick for what you are looking for! You can view more information about it here!