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RingCentral® Datasheet | Call Monitoring
RingCentral Call Monitoring
Train and coach your sales and support agents with advanced
access to your teams’ phone calls
with clients, prospects, and customers.
You can monitor calls in real time, whisper to your employees,
enter into conversations, and even
take over calls.
Features and benefits • Call monitor from desk phones or
RingCentral for Desktop.
• Hear your sales and support staff as they speak with
customers, leads, and clients.
• Simple key commands from a desk phone empower you to monitor
calls and whisper to your staff during active calls.
• Monitor calls from RingCentral for Desktop; easily switch
options from the intuitive HUD interface.
• Call barge-in to manage conversations and also take over calls
when necessary.
• RingCentral supports up to 100 call monitoring groups per
account.
• Record your calls with Automatic Call Recording or you can
record calls yourself.
• Call monitoring is free for RingCentral Office Premium and
Enterprise customers.
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RingCentral® Datasheet | Call Monitoring
How it works
Enabling call monitoring
Access and configuration of call monitoring groups is controlled
by your system admin. Admins, follow these instructions to set up
call monitoring for your employees.
Admins, go to Groups > Add Group > select Call Monitoring
from the list > Next.
Next, choose the users you want to enable for monitoring
capability.
Then choose the users you want the monitors to be able to
monitor.
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RingCentral® Datasheet | Call Monitoring
KID-2337
Monitoring a call from a desk phone
To begin using call monitoring, make sure you have the users you
plan on monitoring added to your presence-monitoring list.These
simple key commands empower you to use the call monitoring
functions.
SUPERVISOR
AGENT CUSTOMER
Listen to calls silently in real time
Monitor
SUPERVISOR
AGENT CUSTOMER
Speak to the agent and assist with the call
Whisper/Coach
SUPERVISOR
AGENT CUSTOMER
Join the conversation and speak with both parties
Barge-in
SUPERVISOR
AGENT CUSTOMER
Take over the call and free the agent
Take Over
Select the user you want to monitor Enter *81 to whisper to
agent | *80 back to monitoring
Press *82 to barge into call | *80 back to monitoring Enter *83
to take over call
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RingCentral® Datasheet | Call Monitoring
RingCentral, Inc. 20 Davis Drive, Belmont, CA 94002 - USA.
www.ringcentral.com
©2015 RingCentral, Inc. All rights reserved. RingCentral,
RingCentral Office, RingCentral Meetings, and the RingCentral logo
are registered trademarks of RingCentral, Inc. Other third-party
marks and logos displayed in this document are the trademarks of
their respective owners. KID-2337
Monitoring a call from RingCentral for Desktop
Enable HUD from the Settings and add users that you plan to
monitor into your HUD list. (If you have configured your presence
list for your desk phone, the HUD list is automatically
synchronized.)
When your staff’s extension shows the busy status in presence,
mouse over his/her extension and choose the Call Monitoring
option.
Devices and app enabled for call monitoring The following
devices with presence capability support call monitoring:
• Cisco: SPA 303, SPA 508G, SPA 514G, SPA 525G2
• Polycom: VVX 310, VVX 410, VVX 500
• RingCentral for Desktop
Mouse over and click the Monitor icon Switch on options to
whisper, barge or take over the call
