## Sending callers to the right person

When a caller needs a human, the agent can put them through - to one number, or to several named destinations.

One transfer number

The simplest setup: open the desk, go to Call handling -> Routing, turn on Call transfer, and enter the number to ring (a mobile or landline).

Multiple destinations (departments or people)

Add transfer targets so the agent sends each caller to the right place:

  • In Call handling -> Routing, add a target for each destination.
  • For each, set a label (e.g. "Sales", "Service", "Dr Patel"), a short description of when to use it, the phone number, and an optional extension.
  • The agent matches what the caller wants to the best target and connects them. If nothing matches, it falls back to your main transfer number.

Warm transfer

Turn on Warm transfer (desk Settings) so whoever answers first hears a short spoken brief - the business name and what the caller wants - before being connected. See "Warm transfers to your team".

Tips

  • Keep each target's description specific so routing is accurate.
  • Extensions are dialled automatically after connecting to the main number.
  • Combine with opening hours so out-of-hours calls take a message instead of ringing an empty desk.

### If your number forwards to RingDesk

This feature dials a phone to reach you, so it needs a line that isn't the one you forward to us - a line that forwards to RingDesk can't be rung back by RingDesk, because the call diverts straight back. Point it at a different phone (a second mobile, a landline, a colleague), or see Why RingDesk can't call your forwarded number back for the three ways to set this up.

Related articles

- Warm transfers to your team - Setting up an IVR keypad menu (Press 1 for Sales, Press 2 for...) - Why can't RingDesk put a caller through to my forwarded number? - VIP callers: priority treatment for important contacts - Callback requests