If your team already uses RingCentral, the usual approach is to keep your numbers where they are and route calls to the agent when you want it to answer. Calls can go to the agent first, only when lines are busy, or only out of hours. When a person is needed, the agent can transfer the call back into your system.
Think about who should pick up which calls. Some firms send everything to the agent during lunch and training time. Others send only overflow. Transfers need a clear destination, such as a department queue or a named extension, and a fallback if no one answers. We write these routes with you and test them from outside numbers before launch. Callers should never be stuck: if no one is free, the agent takes a message instead.
Staff who receive transferred calls should know what to expect. The agent passes a short summary, so they do not need to ask the caller to start again. Share the plan with reception, let them listen to a few test calls, and ask them to report anything that feels awkward. That feedback is often the quickest way to improve the transfer wording.
Plan for busy periods too. If every line is occupied, the agent can still answer and take details, which gives callers somewhere to go other than a busy tone. Afterwards, check the call logs together to see when overflow happens, and adjust the rules so staff are used where they matter most.