01/04/18 20:16 PM  

Call Monitoring Overview

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SummaryHow do I set up Call Monitoring?
Details
The Call Monitoring feature allows authorized Users to access another extension's call in real time. It works well with RingCentral deskphones that support presence. 

IMPORTANT: The phone that needs to monitor calls needs to be setup for Presence. See Setting Up Presence for Users that can monitor others for more information.

The following desk phones support Presence and can be used for Call Monitoring.
 
PolycomCisco
• Polycom IP650
• Polycom VVX310
• Polycom VVX400
• Polycom VVX410
• Polycom VVX411
• Polycom VVX500
• Polycom VVX501
• Polycom VVX600
• Polycom VVX601
• Cisco SPA525G
• Cisco SPA525G2
• Cisco SPA504G
• Cisco SPA508G
• Cisco SPA509G
• Cisco SPA514G


Availability:

• Monitoring and Presence features are available to all RingCentral Office Premium and Ultimate Customers in US, Canada and UK.

Setup Call Monitoring
Monitor a Call on a deskphone with Presence
Monitor a Call on a deskphone without Presence 

NOTE: You need to be logged in to your RingCentral Online Account as an Administrator to perform the following steps.

Setup Call Monitoring

Step 1:

Set up Presence on the on the extension that needs to monitor calls, making sure that the extensions that need to be monitored appear on that phone.

Step 2:

On the Admin Portal page, click Groups under Phone System.

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Step 3:

Click Call Monitoring and then, click the New Call Monitoring button.

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Step 4:

Create a name for the Call Monitoring group and then click Next.

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Step 5:

Select the users that can monitor a call then click Next.

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Step 6:

Select the users that can be monitored and then click Save.

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Monitor a call on a deskphone with Presence

On the phone that was setup for Presence, press the soft key for the extension that needs to be monitored.

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To coach the user being monitored, press *81 and then the extension number. To go back to Monitoring, press *80.

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To join (barge) the call, pres *82 and then the extension to be joined. To go back to Monitoring, press *80.

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To take over the call, press *83 and then the extension number of the call that needs to be taken over. 

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Monitor a call on a deskphone without Presence

Silent Monitoring:
Dial *80 to monitor a call. When prompted, enter the extension you need to monitor and press pound. Call monitoring allows you to listen to all parties in an active call without transmitting any audio yourself.

Whisper/Coach:
Dial *81 for call coaching. When prompted, enter the extension you wish to coach and press pound. Call coaching allows you to speak directly to the extension you are coaching while they are in a call, without transmitting audio to the other party.

Barge:
Dial *82 for call barge. When prompted, enter the extension you wish to barge and press pound. Call barging allows you to join another extension's in-progress call and communicate with all parties as if you were added via intercom.

Takeover:
Dial *83 for call takeover. When prompted, enter the extension you wish to takeover and press pound. Call takeover allows you to disconnect an extension while they are in a call and take their place as an active call party member.

NOTE: This can be done on RingCentral for Desktop app as well as the mobile app, with limitations. The apps do not support the Takeover feature.

IMPORTANT:  On-demand call recording will not work from the RingCentral for Desktop app when monitoring another call. If you need to record calls that are regularly monitored, consider automatic call recording. It is your responsibility to consider local legal responsibilities when recording phone calls.
 

See also:

Call Monitoring for the desktop app HUD
 
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