Automatic hold for warm transfers using integrated phone
Many customers would like to have a warm transferred call automatically put the far end on hold. This functionality is available within agent scripting. However, some customers use the RingEX extension integration which would require the agent scripting to use webservices. This change would give customers the ability to choose how they would like to handle warm transfers on a queue/campaign level and would alleviate the lift required to mimic this functionality.
AdminBill
(RingCX Subject Matter Expert, RingCentral)
shared this idea
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Valerio
commented
It is a very crucial functionality also from my side. If the agent has several activities to do during the call, could forget to put customer on hold and say unexpected things to customer. A must have functionality on Ring CX
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Daniel
commented
definitely important for RCX agents
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Randi
commented
When transferring calls and selecting "Stay on Call", the original caller is not placed on hold. Once the transfer is accepted, all 3 parties are connected.
Warm transfers in EX place the caller on hold before connecting all 3 parties.
If Stay On Call is not meant to act as a warm transfer, could we add that as an option?