Ring Central transfers

1. RingCentral System Training
Transferring Calls Using MAX
April 2018
For internal use only—this document contains confidential, proprietary information and is not to be used beyond its intended purpose.

2. TRANSFER TRAINING OVERVIEW
2
One of the most common questions regarding the MAX phone interface is how to transfer calls. In this training, a step-by-step
guide on the various transfer scenarios will be covered.
These are the 5 types of transfers you can perform in MAX:
For unavailable, working, or logged off states in MAX:
1. Transfer directly to an internal employee’s voice mail (for a MAX employee to reach other MAX employees)
• For MAX employees reaching out to non-MAX employees, it will depend on the recipient’s call handling
whether it goes directly to voice mail or not
2. Transfer into a queue for the next available advisor
For available states in MAX:
3. Traditional cold (blind) transfer
4. Warm transfer A) Ability to talk with the recipient only before transferring call (2-way)
5. Warm Transfer B) Ability to consult with all three parties before transferring call (3-way)

3. 1.0 INTERNAL TRANSFERS – DIRECT TO VM
3
In MAX, if an advisor is in an unavailable state, working state, or logged off state, and you want the call to go directly to voice mail
for another MAX user, then always dial to the full RingCentral directory number.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the direct
number or name of
the person you want
to connect with
3) To transfer
directly to an
internal employee’s
voice mail, select the
full RingCentral
number
4) Choose the
Outbound skill to
show what the
customer will see in
caller ID
5) Select transfer to
put directly into the
voice mail of the
recipient
For MAX employees reaching out to non-MAX employees, it will depend on the recipient’s call handling whether it goes directly to voice mail or not. Other than that
caveat, the process is identical to that of the above.

4. 2.0 INTERNAL TRANSFERS – DIRECT TO QUEUE
4
If the caller would like to be helped by the next available advisor instead of going to voice mail, use the following procedures to
transfer the call directly into a queue.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the direct
number or name of
the person or queue
you want to connect
with
3) To transfer to
queue select the
MAX Extension and
click Transfer
4) This transfers directly
into the queue for the
customer to hold or be
connected with the next
available advisor
This procedure could also be used to send a call to an individual queue as well. However, this is not generally recommended due to potentially excessive hold times.

5. 3.0 COLD (BLIND) TRANSFERS – (MAX TO MAX)
5
If you would like to initiate an unannounced (aka “cold” or “blind”) transfer from MAX to another MAX user, simply follow the
steps outlined below. This means the recipient will receive the call without you staying on the line
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the name
of the MAX user you
want to connect
with
3) Select the MAX
Extension and click
“Call”
4) Press “Cold
Transfer” to push the
call directly to the
recipient without
any introduction
Note—if the
recipient answers
before you click
“Cold Transfer” this
button will go away.
If that happens, you
will still see a
“Transfer” button,
simply push it to
complete the
transfer.

6. 3.0 COLD (BLIND) TRANSFERS – (MAX TO NON-MAX)
6
If you would like to initiate an unannounced (aka “cold” or “blind”) transfer from MAX to a non-MAX recipient, simply follow the
steps outlined below. This means the recipient will receive the call without you staying on the line. This works for both
employees who don’t use MAX and external transfers.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the direct
number or name of
the person you want
to connect with
3) Call the intended
recipient using the
“Call” button
4) Choose the
Outbound skill to show
what the customer will
see in caller ID
Note—if the
recipient answers
before you click
“Cold Transfer” this
button will go away.
If that happens, you
will still see a
“Transfer” button,
simply push it to
complete the
transfer.
4) Press “Cold
Transfer” to push the
call directly to the
recipient without
any introduction

7. 4.0 WARM TRANSFER A – TWO-WAY (MAX TO MAX)
7
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the name
of the MAX user you
want to connect
with
4) Once answered, you
are automatically in
warm mode talking to
the recipient. Press
“Transfer” to release the
call.
3) To transfer to this
individual, select the
MAX Extension and
click “Call”
Don’t push – just wait
for the person to
answer
** You may notice that
a “cold transfer” button
momentarily appears
while awaiting the
recipient to answer.
To initiate a warm transfer where you converse with the intended recipient prior to completing the transfer, please use the
following steps. The process outlined below is for a transfer from one MAX user to another MAX user.

8. 4.0 WARM TRANSFER A – TWO-WAY (MAX TO NON-MAX)
8
To initiate a warm transfer where you converse with the intended recipient prior to completing the transfer, please use the
following steps. The process for transferring a call from a MAX user to a non-MAX user works the same for employees who don’t
use MAX as well as external calls.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the direct
number or name of
the person you want
to connect with
3) Call the intended
recipient using the
“Call” button
4) Choose the
Outbound skill to show
what the customer will
see in caller ID
5) Converse with the
recipient until ready to
transfer, then click
“Transfer”
Don’t push – just wait for
the person to answer
** You may notice that a
“cold transfer” button
momentarily appears
while awaiting the
recipient to answer.

9. 5.0 WARM TRANSFER B – THREE-WAY (MAX TO MAX)
9
For a MAX advisor to do a 3-way warm transfer to another MAX user, simply press the “Conference” button on step 4. Follow the
steps outlined below to have the ability to conference all three parties before releasing the caller and completing the transfer.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the name
of the MAX user you
want to connect
with
4) Press conference to
bring all 3 parties
together, converse as
appropriate 6) Lastly, click
“Transfer” to send the
call to the recipient
3) Select the MAX
Extension and click
“Call”
Don’t push – just wait
for the person to
answer
** You may notice that
a “cold transfer” button
momentarily appears
while awaiting the
recipient to answer.

10. 5.0 WARM TRANSFER B – THREE-WAY (MAX TO NON-MAX)
10
For a MAX advisor to do a 3-way warm transfer to a non-MAX user, the same process works whether the non-MAX user is an
employee or an external contact. Follow the steps outlined below to have the ability to conference all three parties before
releasing the caller and completing the transfer.
1) While on an
active call, press
the “Transfer /
Conf” button
2) Type in the direct
number or name of
the person you want
to connect with
5) Press conference to
bring all 3 parties
together, converse as
appropriate 6) Lastly, click
“Transfer” to send the
call to the recipient
3) To start the
transfer, click the
“Call” button
Don’t push – just wait
for the person to
answer
** You may notice that
a “cold transfer” button
momentarily appears
while awaiting the
recipient to answer.
4) Choose the
Outbound skill to show
what the customer will
see in caller ID

11. TIPS
11
Below are a few tips to help keep the process of transferring as simple as possible:
• Transfers 3, 4, and 5 simply build on each other with each one having a single subsequent step.
• The only difference between transferring from MAX to MAX vs. MAX to non-MAX, is that for the former you call the
recipient’s MAX number whereas in the latter, there won’t even be a MAX number. Instead you will call the listing with
the bookmark symbol for directory calls, or designated as “external” for non-directory numbers.
• Transferring to a MAX users RingCentral directory number (as indicated by the bookmark symbol) will always go directly
to the voice mail of the recipient regardless of what state they are logged into.