Agent Role - Direct Transfer Calls

Hello! 

The Direct transfer calls role enables two permissions “Transfer Calls” & “To any logged-in agent”. The Transfer Calls permission allows agents to use the transfer button in the softphone UI to transfer a call to an external number, REX ext, or RCX user. The To any logged-in agent permission specifically grants them the ability to transfer a call to another RCX user that is actively logged-in. 

The "Direct transfer calls" role you are seeing is the result of a recent platform update designed to streamline how agent permissions are managed.

Previously, agent permissions were configured individually within each user’s settings. While functional, this made bulk updates difficult. RingCX has now transitioned to Agent Role Profiles, allowing admins to define a set of permissions once and apply them to multiple users simultaneously.

To ensure there was no loss of functionality during this migration, the system automatically created specific roles based on the existing settings of your agents.

If an agent previously had the "transfer" permission enabled in their individual settings, the system automatically assigned them the "Direct transfer calls" role to maintain their current workflow. Agents who did not have that permission enabled previously will not have the role assigned now.

While the system-generated roles (like "Direct transfer calls") ensure continuity, you now have the flexibility to clean these up:

Create Custom Roles: You can build your own comprehensive agent roles (e.g., "Senior Agent" or "Tier 1 Support") that include multiple permissions like transfers, recordings, and status management.

Bulk Assignment: Once your custom roles are defined, you can assign them to your team to reduce the number of individual roles listed in your portal.
 

For a deeper dive into managing these settings, please refer to this knowledge article https://support.ringcentral.com/article-v2/creating-and-assigning-agent-roles-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US. If you need a hand configuring your new roles, don't hesitate to reach out to our Support team—we’re happy to help!