11/02/17 17:07 PM  

Call Monitoring for the desktop app HUD

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SummaryHow do I set up call monitoring using the RingCentral desktop app HUD? What actions can I do with call monitoring for the desktop app HUD?
Details
Call Monitoring enables you to improve your business' call monitoring capabilities by providing features that allow you to check the quality of calls taken by your colleagues. With monitor, whisper, barge, and takeover you can either check the call, join the call, or take over the call. Call Monitoring for the desktop app has no difference in feature with the Call Monitoring feature on your Desk phone. However, with RingCentral for desktop, you have a more intuitive interface to change the call monitoring statuses without using a touch tone. 

Key Features & Benefits

    • Accessible via RingCentral desktop HUD
    • Switch to the different functions (monitor, whisper, barge, and takeover) within the UI.
 
NOTE: Features are available for RingCentral Office Premium and RingCentral Office Ultimate plans only.
This article discusses the following topics:
 
Setting up a User's Presence Permissions (Administrator)
Setting up Presence Permissions (User)
Selective Ringing on HUD

NOTE: To proceed with this option, User must have permission to configure his/her Presence settings. For more information, go to User Roles and Permissions.
 

Setting up a User's Presence Permissions as an Administrator

John Smith, a supervisor, needs to monitor the calls of his agent, Charlie. John has to set Charlie's Presence, and Call Monitoring permissions via the RingCentral Online Account so he can monitor Charlie via the RingCentral desktop app HUD.

NOTE: If a Deskphone is set Do Not Disturb (DND) status it will only update on HUD if changed on the Desktop App, the Mobile app, or Service Web.

Step 1:

Step 2: 

User-added image

Step 3:

In the Users List, click the name of User that you wish to configure.
 
User-added image

Step 3:

Click Phones & Numbers, and then click Presence.

User-added image

Step 4:

• Click the Permissions tab.
• Under the Permissions tab, make sure to turn on Allow other users to see my Presence status.
• Under Select users permitted to answer my calls, select the Admin/supervisor.
• Click Save.

Allow other people to see presence

Step 5:

Click Done

NOTE: The next step is to Set up Call Monitoring.

Setting up your Presence Permissions as a User

This steps below will let you set other Users to answer your calls as well as see your Presence status.

NOTE: Setting a Desk phone on Do Not Disturb (DND) status will only set that particular deskphone on Do Not Disturb (DND). For the DND status to appear on the HUD, the Extension associated with the Deskphone must be set as DND on either Online Account, desktop app, or mobile app.

Step 1: 

Step 2: 

Click Settings. Under Settings, click Phones & Numbers, and then Presence.

User-added image

Step 3: 

• Click the Permissions tab.
• Under the Permissions tab, make sure to turn on Allow other users to see my Presence status.
• Under Select users permitted to answer my calls, select the Admin/supervisor.
• Click Save.

presence - presence status

Step 4: 

Click Done

Setup Call Monitoring

Step 1:

Go to Groups > Call Monitoring, then click the New Call Monitoring button.

User-added image

Step 2:

Select Call Monitoring and then click Next.

User-added image

Step 3:

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

User-added image

Step 4:

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

User-added image

Step 5:

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

User-added image

Selective Ringing on HUD

Admins with permission to monitor other users for management purposes can opt to have their phone ring when any user they are monitoring receives a call.

Presence - Ring my phone when monitored phone rings

Call Monitoring on the desktop app

On the RingCentral desktop app HUD, when an agent or user is on a call, the admin or supervisor can mouse over the user and click Monitor. If Dave monitors Amanda Paige, here's what shows up on his end:
 
User-added image

When a user is being monitored, the following actions are available:
 
FunctionIconDescription
WhisperUser-added imageThis option allows the supervisor to speak with the user without interfering with the caller.
BargeUser-added imageThis option allows the supervisor to join the call.
Take OverUser-added imageThis option allows the supervisor to take the call and proceed without the user who answered the call.
 
User-added image
 

See Also:

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