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Status Under review
Categories RingCentral Phone
Created by Kara Locke
Created on Oct 8, 2020

Ability for agent to stay on the line after transferring to an external number.

We need the ability to warm transfer a caller to an external number, brief the 3rd party and then bring the original caller back onto the line with all parties to make an introduction. Right now the only option is to create a conference call on RC Phone (which has a conference greeting).

Product Line RingCentral Phone
  • Jennifer Stafford
    Jul 27, 2022

    My healthcare client has emphasized that this is a critical feature for them in MVP. Patients sometimes share with their provider that they are suicidal and the provider needs to make a conference transfer to introduce the two parties in a 3-way call, then drop from the call to leave the caller talking to the suicide hotline.

    We want to support this very personal hand-holding so that the person at risk can be brought directly to the party that can help, and providing an 800 and telling them to make the call themselves makes the caller amplifies feeling of abandonment when they have put their trust in our called party (the RC MVP user), but our user does not have the specialized crisis counseling expertise.

  • Admin
    Becky Hensley
    Dec 8, 2020

    Hey, folks! This feature does exist in Contact Center. You can learn more about this product here:
    https://ringcentr.al/33T90yT