12/14/17 20:15 PM  

Setting Up Presence for Users that can monitor others

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SummaryHow do I assign users and set their Presence so they can monitor other users in real-time using the RingCentral Online account?
Details

After a Call Monitoring group has been created and configured, users, who have permission to monitor others' calls, can use the touch tones on their phones to access the call monitoring features. These users will have to select a current call in progress on their phones then press the touch tone for the action they would like to take. 

This article shows how Account administrators can set up Presence for QAs, supervisors, and managers alike who need to monitor calls made by other users in real time.

 

Availability:

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

On this article:

How to Set up Presence for Users that can monitor others
Comparison when this Feature is Disabled or Enabled


TIP: If you need to view a bigger version of any of the images below, open the image in a new tab or window, or zoom the page to have a closer look at the picture.

 

How to Set up Presence for Users that can monitor others


Step 1:

Log in to your RingCentral Online account as an Account administrator

Step 2:

Under Admin Portal, click Users.

User-added image

Under User list, click the name of the user or extension who will be monitoring other users then, click Phones & Numbers.

User-added image
 

Step 3:

Click Phones, then click Presence.

User-added image

Step 4:

Under Appearance, click Select a User

Click Select a User.

Step 5:

Click on the radio button of the user to be monitored.  Click Done.
 

Select a user, then click Done.


You can also do the following on this window:

Appearance options

Tick Ring my phone when any user I am monitoring rings and/or Enable me to pick up a monitored line on hold checkboxes in order to use all call monitoring features on the Presence screen.

Click Change User or Delete.

Click Preview on my phones if you want to see a visual representation of the list of users as shown below:


• Desktop App view - Click Done to close the window.

Desktop app - Phone preview


• Desk phone view - Click Done to close the window.

Desk phone - Phone Preview

Step 6:

Back in the Presence window, click Save.

Click Save.

Step 7:

A pop-up will appear notifying you that your phone will restart to reflect these changes. 

Click Yes.

NOTE: The affected phone will restart. The user will now be able to use easy to access buttons on his or her phone for call monitoring. Presence settings will also apply on other desk phones associated with the extension.

Check the list of Presence-capable phones for more information.

User-added image
 

NOTE: The users who will be doing the monitoring (e.g. supervisors) can add the users who will be getting monitored (e.g. agents) in his or her desk phone Presence appearance. The desk phone may need to be rebooted after these settings have been changed.

 

Comparison when this Feature is Disabled or Enabled

BLF Ring Disabled:

- When a call is put on hold it will be displayed as a blinking light on the users’ phone monitoring the extension.
- When a call is being received by an extension being monitored it will be displayed as a blinking light with no ringing.

User-added image

User-added image
 

BLF Ring Enabled:

- When BLF ring is enabled all phones monitoring the extension being called will ring
- When a call is put on hold the monitoring phone will not show a blinking light it will remain as a steady/solid light which will not allow another user to take over the call.

User-added image

User-added image



See Also:

Call Monitoring Overview
Setting Up Call Monitoring
Presence Overview
Presence Frequently Asked Questions
Setting up Permissions for a User to Monitor for Presence

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