📞 Sutherland Networks

RingCentral Call Handling Playbook

Communication is the heart of your business – We make it easy.

This guide covers everything you need to confidently manage calls using the RingCentral system—from transfers to DTMF shortcuts and star codes.

🔁 1. Call Transfer Types

Understanding the right transfer method improves both efficiency and customer experience.

🟢 Warm Transfer (Announced)

Speak to the recipient before transferring.

📋 Steps:

1. Press Transfer (Xfer)
2. Dial extension or number
3. Wait for answer
4. Announce the call
5. Press Transfer again

✅ Best For:

• VIP clients
• Complex conversations
• Internal coordination

⚡ Blind Transfer (Unannounced)

Send the call immediately without speaking to the recipient.

📋 Steps:

1. Press Transfer
2. Dial extension
3. Press Transfer again immediately

✅ Best For:

• Quick routing
• High call volume

📬 Transfer to Voicemail

Send caller directly to voicemail without ringing the phone.

📋 Steps (most common method):

• Press *Transfer → Dial 0 + extension → Transfer

📌 Example: *0101

🎛️ 2. DTMF Shortcuts (Touch-Tone Commands)

If your phone doesn’t have buttons, use keypad commands.

▶️ Start Here

During a call:

• Press ## (pound twice)

This places the call on hold and opens the DTMF options.

🔀 Key Functions

Transfer to Extension (Blind)

• ## + extension

📞 Transfer to External Number

• ## → Press 1 → Enter number → #

📬 Park a Call

• ## → * → 3

📌 System will give you a park location number

❌ Cancel Action

• ** (star twice)

⭐ 3. Star Codes (* Codes)

Use these anytime for quick control of features.

📞 Call Handling

📬 Voicemail

🎧 Call Features

📡 Advanced Features

🧑‍💻 Hot Desking

🔄 4. Real-World Call Flow Examples

Example 1: Quick Transfer

• Customer calls → Press Transfer → Ext → Transfer

Example 2: Warm Handoff

• Press Transfer → Dial → Speak → Transfer

Example 3: Send to Voicemail

• Press *Transfer → 0 + ext → Transfer

Example 4: Park for Teammate

• Press ## → * → 3
• Tell coworker: “Pick up on 101”

⚠️ Important Notes

• ❗ DTMF shortcuts do not work with RingOut calls
• 📞 Caller ID may change depending on transfer type
• 📱 Button labels vary (Poly, Yealink, Cisco), but functions are the same
• 🔧 Some codes may be customized by your admin

💡 Pro Tips (Save Time Daily)

• Memorize these:
  • ## = Hold / Transfer start
  • *86 = Voicemail
  • *9 = Record
• Use warm transfers for better customer experience
• Use blind transfers to move calls fast
• Use call park instead of yelling across the office 😄

🚀 Final Thoughts

Mastering these features in RingCentral will:

• Improve call flow
• Reduce hold times
• Create a more professional experience