03/22/19 02:19 AM  

Call Monitoring - Monitor a Call on Desk Phone | RingCentral

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SummaryThe Call Monitoring feature allows authorized Users to access another extension's call in real time. It works well with RingCentral desk phones that support presence. Monitoring and Presence features are available to all RingCentral Office Premium and Ultimate Customers in US, Canada and UK.

Monitor a Call on a Desk Phone


(Silent) Monitoring

On the phone that was setup for Presence, press the soft key for the extension that needs to be monitored.

If your phone does not support Presence: dial *80 to monitor a call. When prompted, enter the extension you need to monitor and press pound.

Call monitoring allows you to listen to all parties in an active call without transmitting any audio yourself.
Call monitoring diagram


To coach the user being monitored, press *81 and then the extension number. To go back to Monitoring, press *80.

Call coaching allows you to speak directly to the extension you are coaching while they are in a call, without transmitting audio to the other party.
Whisper coach diagram


To join (barge) the call, press *82 and then the extension to be joined. To go back to Monitoring, press *80.

Call barging allows you to join another extension's in-progress call and communicate with all parties as if you were added via intercom.
Barge diagram

Take Over

To take over the call, press *83 and then the extension number of the call that needs to be taken over. 

Call take over allows you to disconnect an extension while they are in a call and take their place as an active call party member.
Take over diagram
NOTE: These can be done on RingCentral Phone for Desktop and Mobile, with limitations. The apps do not currently support the Take Over feature.

IMPORTANT:  On-demand call recording will not work from the RingCentral for Desktop app when monitoring another call. If you need to record calls that are regularly monitored, consider automatic call recording. It is your responsibility to consider local legal responsibilities when recording phone calls.

See also:

Call Monitoring for the desktop app HUD
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