2. RingCentral
  3. Transfers and Conference Calls Contact Center MAX Agent
Transfers and Conference Calls Contact Center MAX Agent

RingCentral Transfers and Conference Calls Contact Center MAX Agent Operating instructions

  • Hello! I am an AI chatbot trained to assist you with the RingCentral Transfers and Conference Calls Contact Center MAX Agent Operating instructions. I’ve already reviewed the document and can help you find the information you need or explain it in simple terms. Just ask your questions, and providing more details will help me assist you more effectively!
© 1999 – 2021 RingCentral. All rights reserved.
Transfers and Conference Calls | Contact
Center MAX Agent
While handling a call, you may need to transfer the contact to another agent or skill for the contact’s needs to be
met. You may also need to bring another contact into your current interaction.
Transferring calls
Cold Transfer
You can transfer the customer without introducing them to the next person. This is also known as a Blind
Transfer. Please note that the Cold Transfer button is only available if the person you are transferring to has not
answered the call.
1. Click Transfer/Conf.
2. Locate the person, group, or skill to transfer the call using these options:
a. Search
b. Directory
3. Click Call.
4. Click Cold Transfer.
2a
2b
RingCentral Contact Center | Transfers and Conference Calls in the MAX Agent
© 1999 - 2021 RingCentral, Inc. All rights reserved.
2
Warm Transfer
If you need to explain the reason
for transferring to the other agent,
you can use Warm Transfer.
1. Click Transfer/Conf.
2. Locate the person, group,
or skill to transfer the call
using these options:
a. Search
b. Directory
3. Click Call. Wait for the
agent to answer
4. Click Transfer to connect
the customer to the other
agent and disconnect from
the call.
Conferencing calls
You may need to introduce your colleague to the caller, so they can meet while you’re still there and guide them
through the first interaction.
1. Click Transfer/Conf.
2. Locate the person, group, or skill to transfer the call using these options:
a. Search
b. Directory
3. Click Call. Wait for the agent to answer
4. Click Conference to connect the customer, you, and the other agent in a conference call.
5. After introducing the customer to the other agent, click Transfer.
2a
2b
2a
2b
/