RingCentral Call Transfer Cheat Sheet

HME Transfer Guidelines

Before transferring an HME caller, ask clarifying questions to ensure they get to the correct queue with minimal transfers.

Good probing questions to ask HME callers include:

• Are you looking to purchase?

• Are you looking to make a return?

• Do you need technical assistance?

For example, if a caller says, "I was looking to discuss the Apnea Link Air." this does not automatically mean they need technical support. By asking if they are looking to purchase this product or if they require technical assistance, you will better understand their request and send them to the correct department. Whenever transferring an HME to a different department, we should also be providing them with the correct pathway for any future calls.

Customer Care Phone Queues

Please ensure to warm transfer calls to the respective queues:

• AR Phone Inbound (Accounts Receivable) Phone Inbound: Billing questions (Credit and Collections)

  • Invoice Questions

  • Outstanding balance/ Payment questions

• CC Phone Corporate: Send these to the Main queue > CC Phone Existing Orders

• CC Phone - Existing Orders: Order status issues (when in doubt, transfer here)

  • Tracking Status

  • Invoice copies

  • ROS Login issues

• CC Phone New Order Placement: DME’s wanting to place a new order

  • Devices

  • Masks

  • Accessories

• CC Phone RMA: DME’s wanting an RMA

  • Defective/ Broken item arrived

  • Defective/ broken item arrived

  • Missing a product from the shipment

  • Needs to return the product for any reason

Technical Care Phone Queues

• RC Phone Ventilation: DMEs with Astral device issues ONLY

• TC Phone Sleep Lab Support: DME / Customer calling to set up products in Sleep Labs

• TC Phone Software: Astral Software/Data issues, AirView, U-Sleep, ResScan (popular)

See RingCentral Training Videos (ID: 6008) for additional RingCentral usage training and details.

Article Metadata

The following table provides management and control details about the current published version of this article.
 

Prepared By	Megan Cooper
Reviewed By	Megan Cooper, Bernard Pulopot
Process Owner	Bernard Pulopot
Subject Matter Expert	Bernard Pulopot
Visibility	Internal - ACE
Revision Workflow	Standard
Archive Date	N/A
DAC	DAC1

 

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
27 March 2026	Under the Customer Care Phone Queue, added descriptors under each queue to provide insight into where agents should route calls, when needed. Removed CC Phone Retail Sales: CVS Only from the list.(K02722)
15 October 2025	Removed discontinued queues and, relabeled TC Phone Sleep Lab Install to TC Phone Sleep Lab Support (K02223) and (K02224)
4 March 2024	Add tags: RingCentral, transfer. (K00325)
26 February 2024	Added Credit & Collections RingCentral details and updated Expedite contacts in the attached list. Updated link to current RingCentral training videos. (K00229)
14 July 2023	Fix broken link to ID: 4042.
18 June 2023	Added content from the PC duplicate missing from the original Active Learning article migrated to Help Center.
23 May 2023	Content migration from active learning
03/08/2023	Initial publication. All new content.