RingCentral Call Transfer Cheat Sheet

HME Transfer Guidelines

Before transferring an HME caller, ask clarifying questions to ensure they get to the right 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

• AR (Accounts Receivable) Phone Inbound: Billing questions

• CC Phone Canada: Canadian DME’s (any situation or issue)

• CC Phone Corporate: Escalated situations 

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

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

• CC Phone Retail Sales: CVS only 

• Internal CC Phone RMA: DME’s wanting an RMA

• CC Phone ROS: DME’s online store sign in issues

• CC Phone RSVP: Escalations Internal only

Technical Care Phone Queues

• RC Phone Ventalation: DMEs with Astral device issues ONLY

• TC Phone Devices: DME device troubleshooting, PAP and ApneaLink (popular)

• TC Phone Device Release: AirView device release ONLY

• TC Phone Sleep Lab Install: 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	Clint Rodenfels
Reviewed By	Clint Rodenfels
Process Owner	Bernard Pulopot
Subject Matter Expert	Bernard Pulopot
Visibility	Internal - ACE
Revision Workflow	Standard
Archive Date
DAC	DAC1

 

Revision History

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

Date	Changes
4 March 2024	Add tags: ring central, 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.