02/15/18 20:20 PM  

RingCentral Phone Head-Up Display

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SummaryHow do I enable the RingCentral Phone App Head-Up Display? How do I set up the RingCentral Phone App Head-Up Display? How do I view HUD in a separate window? How do I manage calls using HUD?
Details

RingCentral for Phone Head-Up Display (HUD) is a call management feature which allows you to improve your business' call management by providing a more convenient interface for receiving incoming calls and managing your extensions' presence from the RingCentral Phone.

This feature is ideal for receptionists and executive assistants to view colleagues' real-time availability and manage multiple incoming calls with the capability to answer and transfer an incoming call, add users to a current call, chat with a colleague directly, or pick up a call on behalf of colleagues with permission.


Key Features & Benefits

• Single interface to manage incoming calls and presence from RingCentral Phone.
• View up to 100 user extensions' real-time presence status.
• Visibility of the currently active calls
• Ability to pickup incoming calls on behalf of other extensions.
• Quick transfer and conferencing.
• Easy list management: add, delete and re-arrange extensions (drag and drop) in the HUD list.
• Automatically synced across RingCentral Phone and desk phones.
• Search contacts within HUD.
 

This article covers the following topics for HUD on the RingCentral Phone:

Enabling and Setting up HUD
How to Dock/Undock the HUD window
Adding/Removing Extensions on the HUD list 
Search for a Contact on HUD
Managing calls with HUD 

Pre-Call Commands
Active Call Commands

Call Monitoring
Park Locations


Enabling and Setting up HUD

Step 1:

To enable HUD, Log in to your RingCentral Phone.


Step 2:

Click the gear icon to go to Settings.

settings


Step 3:

Click Calls on the left side menu, and then on the right side, look for HUD under General.
Under HUD, you will see Turn on HUD to keep track of your favorites. Click the slider button next to it, to enable HUD.

enable HUD

You can also enable Ring when any user I am monitoring receives an incoming. When this option is enabled, your RingCentral Phone will also ring when any user you are monitoring gets a call. You can also pick up their call if you have permission. For more information, go to Setting up Presence for Users that can be monitored by others.

enable ring when any user I'm monitoring receives an incoming call


Step 4:

To set up HUD, click the HUD icon.

HUD icon


Step 5:

Click Create to manage user extensions in the HUD list.

create HUD


Step 6:

Select the contact/s from the list, and then click Add.

Select users for HUD


Step 7:

Click Save.

Save HUD list

Refer to Adding/Removing Extensions on the HUD list section if you need to edit the list later on.

NOTE: Extensions in the HUD list are automatically synced with your online account and desk phones. If you set up Presence on your Online account, the settings will sync and appear on your desk phone and RingCentral Phone's HUD list. If the HUD list is edited on the RingCentral Phone's HUD, the changes will sync with the Presence appearance settings on your RingCentral Online account and desk phone. For more information about presence appearance in the Online account, go to Setting Up Presence for Users that can monitor others.

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How to Dock/Undock the HUD window

The HUD window can be docked (viewed inside RingCentral Phone) or undocked (viewed on a separate window).

NOTE: By default, HUD is docked in the RingCentral Phone. 


Undock HUD window

Viewing the HUD list on a separate screen aids in easy call handling.
Click Undock User-added image to see the complete HUD list on a separate screen.

HUD - undock
 

Dock HUD window

If you have undocked the window and you would like to view it inside the RingCentral Phone instead, click Dock User-added image.

HUD - dock

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Adding/Removing Extensions on the HUD list

To Add or Remove an extension to/from the HUD list, follow the steps below.

Step 1:


Step 2:

Click the HUD icon.

HUD icon


Step 3:

Click the Edit User-added image button. 

edit HUD


Step 4:

Here, you can click Add User-added image to add Users or extensions to your HUD list or click Delete User-added image to remove contacts from the list.

a. Add 

Step a.1 

Click Add User-added image

HUD - Add user


Step a.2

Select the User or Extension that you wish to add, and then click the Add button. 

HUD - select user to add


Step a.3

Click Save

HUD - save added user

NOTE: Extensions in the HUD list are automatically synced with your online account and desk phones. If you set up Presence on your Online account, the settings will sync and appear on your desk phone and RingCentral Phone's HUD list. If the HUD list is edited on the RingCentral Phone's HUD, the changes will sync with the Presence appearance settings on your RingCentral Online account and desk phone. For more information about presence appearance in the Online account, go to Setting Up Presence for Users that can monitor others.

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b. Delete 

Step b.1

Click the Litter bin icon User-added image on the same line with the User that you wish to remove from the HUD list. 

HUD - delete user


Step b.2

Click Save

HUD - save delete

NOTE: Extensions in the HUD list are automatically synced with your online account and desk phones. If you set up Presence on your Online account, the settings will sync and appear on your desk phone and RingCentral Phone's HUD list. If the HUD list is edited on the RingCentral Phone's HUD, the changes will sync with the Presence appearance settings on your RingCentral Online account and desk phone. For more information about presence appearance in the Online account, go to Setting Up Presence for Users that can monitor others.

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Search for a Contact on HUD

Type the name of the contact or extension (i.e., park location name) in the Search field. Typing characters in the search field will narrow down the results.
 

HUD - search

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Managing calls with HUD

There are many ways you can manage calls with HUD:

Pre-Call Commands

On the HUD list, mouse over a name to place a call or send a text message to the extension. 

Call - When you mouse over a name in your HUD list, you can click Call to dial the number assigned to that extension.

In this example, we moused over Jane Smith, Ext. 104. 

HUD - precall

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Active call Commands

When you are on an active call, mouse over an extension to see additional options you can perform with HUD. These are Call, Text, Transfer, and Add to Conference.

Active Call Commands

Call - This option will allow you to call an extension in your HUD list.

NOTE: When you are on an active call and you click this option, it will automatically place your current call on hold.

Transfer - This option will allow you to transfer your active call to an extension in your HUD list.

NOTE: When you are on an active call and you click this option, it will automatically place your current call on hold.

For more information, go to Transfer Active Call Commands.

Add to Conference Call - This option will allow you to add an extension to a conference call with your active call.

NOTE: When you are on an active call and you click this option, it will automatically place your current call on hold. 

For more information, go to Add to Conference Call Command.

QUICK TIP: If you are currently on a call with an extension in your HUD list, only the Text option will be available when you mouse over that extension.

HUD - Active call

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Transfer Calls via HUD

You can transfer your active call to another extension by Warm Transfer, Blind Transfer, or To Voicemail.

Step 1: 

During an active call, click the HUD icon User-added image if your HUD list is docked. If the HUD list is undocked, proceed to step 2. 

HUD - Select HUD icon


Step 2: 

Mouse over the User or extension where you want to transfer your active call, and then click Transfer

HUD - Transfer icon


Step 3: 

When you click Transfer, you will have 3 options:

HUD - Transfer options

1. Warm Transfer   User-added image

When you select Warm Transfer, you have the option to talk to the party where you want to transfer the call, before completing the transfer.

When you are ready to complete the transfer, click the Complete Transfer button. 

2. Blind Transfer   User-added image

When you select Blind Transfer, your active call will be transferred immediately to the extension that you selected.

NOTE: You will not have the option to talk to the party where you transferred the call.

3. To Voicemail   User-added image

When you select To Voicemail, your active call will be transferred immediately to the Voice Mailbox of the extension that you selected. 


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Add to Conference Call Command

With HUD you can also instantly add Users to your active calls, by clicking the Add to Conference button User-added image

Step 1: 

During an active call, click the HUD icon User-added image if your HUD list is docked. If the HUD list is undocked, proceed to step 2. 

HUD icon


Step 2: 

Mouse over the User or extension that you want to add to your active call, and then click Add

NOTE: You can add up to 6 Users to have 7 conference participants in total, including you. 

HUD - add user

NOTE: Your active call will be placed on hold immediately after clicking on the Add button User-added image, and then Line 2 will open on your RingCentral Phone to call the User that you selected. 
 

Step 3: 

When you are ready to add the User to a Conference, click the Add button. 

HUD - add participant

NOTE: To hang up on either line, mouse over the Conference participant, and then click the hang up button on the participant's avatar. Clicking on the Red hang up button at the bottom of the app will hang up your call and disconnect both parties. 

HUD - disconnect icon

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Call Monitoring for the RingCentral Phone HUD

With the RingCentral Phone HUD, you can monitor your colleague's call with additional functionalities such as whisper, barge, takeover. Set up your account's presence, and call monitor permissions to utilize Call Monitoring for the RingCentral Phone HUD. For more information go to Call Monitoring for the RingCentral Phone HUD.

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Park Locations for the RingCentral Phone HUD

Park Locations is a feature on the RingCentral Phone HUD that allows you to park a call privately that can only be answered by users within the group. For more information go to Park Locations for the RingCentral Phone HUD.

For setting up Presence Permissions, go to Setting up Permissions for a User to Monitor for Presence for more information.

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