How do I perform a New Line (3-Way) call transfer in Ricochet?

Subject

Applies to: All users
Purpose: How to perform a new line (3-way) call transfer
Location in Ricochet: Active Call Window

Description

This article addresses the step by step to perform a new line (3-way) call transfer in Ricochet.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

1. To initiate a New Line Transfer (3-Way call) - during an active call, click on Transfer.

2. Click the dropdown for Transfer Type.

3. Select New Line.

4. Click Phone Number and enter the phone number you wish to bring into this 3-way call.

You may also use the blue Click to Call button for another agent in the office in the Agent list in the middle of the screen.

5. Click the blue Click to Call icon to initiate the call to the 3rd party.

This will place your original caller on hold while you connect the 3rd party.

6. When you are ready to bring the original party back into the line, click the (on hold) caller on the dialpad.

This will place your 3rd party caller on hold while you resume talking to the original party.

7. The blue "Merge Calls" button will be revealed. Click it when you're ready to bring all 3 parties together on the call.

8. Click the X on the notification to clear it.

You'll see that both callers are merged together on the call on the dial pad.

9. Click End Call to remove yourself from the 3-way call.

This will leave the two parties connected to the call until they both physically disconnect from the call.