It is imperative to answer every phone call that comes in, even if it's an unknown customer name on the Caller ID.

Voicemails should be checked at least once every hour and can be found in the Slack channel named #voicemails.

How to TRANSFER while on a connected phone call:

• Tap the "Transfer" button and look for the correct person in the contact list that you're looking to transfer the call to. You can also type in their extension if you know it.
  
• If you're using the RingCentral app or website, the small, colored dot next to the person's name indicates if they are on another phone call.
  
• Green dot with a white check mark indicates that their phone line is available
  
• Clear dot with a gray outline indicates that they are "offline"
  
• Red dot indicates that their phone line is busy
  

• Tap on the person's name and you are presented with 3 options: 
  
• Ask first - this will allow a "regular transfer" in which you will speak with the team member before transferring the call
  
• 

  **Using Ask First is standard protocol to check with them to confirm if they are available to take the call**
• If no answer, then kindly let the caller know you're attempting to see if the team member is available, and place the caller on hold while sending a slack message to them to confirm
  
• Transfer now - this will cause a "blind transfer" in which the call will be immediately transferred to the team member without the option of you speaking to them first
  
• To voicemail - this transfers the call directly to their voicemail
  

• Click the circle with the plus sign (located in the upper right hand corner)
• Then, click "Start a Conference Call"
• Click the box that says "Invite" and choose the method with which you'd like to invite the participants to the call
• Enter the recipients' information (and a subject line if sending via email)

Or, if you're already connected to a call, tap the Add button (with the plus sign) and choose who you would like to add to the phone call. Then click "Next" in the upper right hand corner. While you're waiting for the 2nd call to connect, you can click "Merge".

For new prospects, collect any necessary information regarding who they are, from where are they calling, and what the call is about

• Provide these details and specific call back information to Roberta via message
  

Please refer to this article for more information: Handling Incoming Phone Calls