Got a caller on the line who really needs a colleague? Or want to pop them on hold so a colleague can pick up? Here's how transferring and the waiting area work, in the MyRinkel app and the Webphone.
What you'll need
A Professional or Expert plan
The MyRinkel app or the Webphone
Push notifications switched on (for the app)
Transferring a call in the Webphone
Below the call buttons you'll find two options:
Transfer with announcement: your caller goes on hold for a moment while you ring your colleague. Colleague picks up? Tap connect to put the call through. They'd rather not take it? Tap cancel, take the caller off hold via On hold, and wrap up the call yourself.
Blind transfer: type or paste the number and the call goes straight through, without you speaking to your colleague first. Handy for internal customer service, or when your colleague is expecting the call.
Transferring a call in the Rinkel app
You've got two routes — pick whichever suits:
Route 1 — Put the call on hold with a note (the standard way)
During the call in the MyRinkel app, you'll get a push notification with two options: Put on hold or Transfer. Choose Put on hold with a note and write something like: "Jesper from Rinkel for Jeroen."
Your colleague gets a notification that someone's in the waiting area, along with your note.
A colleague picks up the call from the notification, or via On hold in their app.
Nobody picking up? Open On hold in your own app and take the call back.
Route 2 — Transfer straight to a specific number or user
Open the MyRinkel app, tap Transfer, and put the caller through
Enter a user or phone number
The app rings that number first. Someone answers? The waiting caller gets connected. No answer? The call automatically returns to the waiting area, and you'll get a notification that the transfer didn't go through.
No push notification?
That can happen on an unstable internet connection. No worries: open On hold in the app yourself, tap the call in progress, and choose Put on hold, Transfer, or End call.
Good to know
Check your colleague's status first. Are they set to away? Then it's best not to transfer, the call will just sit in the waiting area.
Parking it with a note is fine, though: other colleagues can then pick it up.
Transfers go through your colleague's mobile, even if their Webphone is open. We're working on routing calls straight to an active Webphone, but we can't put a date on it yet.
You can also transfer to an external number (a mobile phone number or landline number). Calls to that number fall under your normal Rinkel rate included with Professional and Expert.