Overview
The call transfer feature within RingResponse allows you to seamlessly redirect an active call when you are not the correct point of contact or when specialized assistance is required. You can transfer calls internally to another available user or a team call flow, or perform a warm transfer to an external phone number outside SalesExec.
Key Functionalities
Internal User Transfer: Redirect a call to another available RingResponse user in real-time.
Call Flow Transfer: Transfer a call into a shared team or department call flow (e.g., Sales Team, Customer Service).
Warm Transfer to External Numbers: Connect an external phone number to the call, make introductions, and then leave the conversation.
Transfer Controls: Manage the external connection with Remove (disconnect external party) and Leave Call (exit the conversation) options.
How to Transfer a Call
Step 1: Initiate a Transfer
While on a live call, click the Controls button in the call panel.
From the controls, select Transfer. A transfer window/slide-out panel will appear.
Step 2: Choose a Transfer Destination
You will see three primary destinations:
1. Transfer to Another User:
In the transfer panel, available RingResponse users will be listed.
Click Transfer next to the desired user's name.
The system will indicate if the user accepts or rejects the call. If accepted, you will be disconnected and the call will connect to the new user.
2. Transfer to a Call Flow:
In the same panel, available call flows (e.g., Sales Team, Customer Service Team) are listed.
Click Transfer next to the desired call flow.
Once connected, your end of the call will end.
3. Warm Transfer to an External Number:
At the bottom of the transfer panel, click the External tab.
A list of pre-configured external numbers (with user-friendly descriptions like "California Team") will appear.
Click Add next to the desired external number.
Once a line connection is established, the status will show In Progress. You can now speak to both parties.
Managing a Warm Transfer
After adding an external number to the call, use these controls:
Remove: Disconnects the external number from the call while you remain connected to the original caller. Use this if you get voicemail or a wrong number.
Leave Call: Once introductions are complete, click this to disconnect yourself from the call entirely, leaving the caller connected to the external party.
Best Practices
Confirm availability when possible: Before transferring to another user, a quick internal message can ensure they are ready to accept the call.
Use warm transfers for better service: When transferring to an external number, stay on the line to introduce the caller and context before using Leave Call.
Update the lead record: After a transfer, use the freed-up time to add notes or update the lead's status with relevant details about the call and transfer.
Know your call flows: Familiarize yourself with the purpose of each team call flow to ensure correct routing.
Troubleshooting
User or call flow does not appear in the transfer list
They may be offline or have their status set to unavailable. Only active, available destinations appear.
Verify you have permission to transfer to that specific user or call flow."External" tab is missing or has no numbers
External numbers must be pre-configured by an administrator in Settings > External Numbers.
Contact your admin to add and enable external numbers for your team.External transfer fails or goes to voicemail
Use the Remove button to disconnect the external number and try another or end the transfer attempt.
Verify the external number is entered correctly in the system configuration.Call drops unexpectedly during transfer
This may be a network issue. Ensure you have a stable internet connection.
If transferring to a call flow, confirm the flow is active and properly configured to receive transfers.Cannot hear the external party after adding them
Confirm you clicked Add and the status changed to In Progress.
Check your audio output device and volume settings in RingResponse.