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 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.
In the Users List, click the name of User that you wish to configure.
Click Phones & Numbers, and then click Presence.
• 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
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.
. Under Settings
, click Phones & Numbers
, and then Presence
• Click the Permissions
• 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
Setup Call Monitoring
Go to Groups > Call Monitoring, then click the New Call Monitoring button.
Select Call Monitoring and then click Next.
Create a name for the Call Monitoring group and then click Next.
Select the users that can monitor a call then click Next.
Select the users that can be monitored and then click Save.
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.
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:
When a user is being monitored, the following actions are available:
|Whisper||This option allows the supervisor to speak with the user without interfering with the caller.|
|Barge||This option allows the supervisor to join the call.|
|Take Over||This option allows the supervisor to take the call and proceed without the user who answered the call.|