02/21/18 18:43 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. 

NOTE: The Presence permissions must be configured for a User to utilize the Call Monitoring feature.
 

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.
 
For the Call Monitoring feature, the Administrator must set up the User's Presence Permissions first, and then set up the Call Monitoring settings.
 

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: 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: 

On the Admin Portal page, click Users.

Admin portal - Users
 

Step 3:

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

Step 3:

Click Phones & Numbers.

phones and numbers
 

Step 4:

Go to the Phones tab and click Presence.

phones tab - presence
 

Step 5:

• 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.

permissions tab - select user

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.

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

Step 1: 

Step 2: 

Click Settings and select Phones & Numbers.

Settings - Phones and numbers
 

Step 3:

Go to the Phones tab and click Presence.

phones tab - presence
 

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.

permissions tab - select User

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. To learn more about setting this up, see Setting Up Presence for Users that can monitor others.
 

Setup Call Monitoring

 

Step 1:

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

admin portal - groups
 

Step 2:

Go to the Call Monitoring tab and then click the New Call Monitoring button.

call monitoring tab - new call queue
 

Step 3:

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

call queue name
 

Step 4:

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

select user to monitor calls
 

Step 5:

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

select users to monitor
 

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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