RingCentral® UK 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 or On-Demand Call Recording.

• Call monitoring is free for RingCentral Office Premium and Enterprise customers.

RingCentral® UK 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.

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® UK Datasheet | Call Monitoring

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

RingCentral® UK Datasheet | Call Monitoring

RingCentral, Inc. 85 Uxbridge Road, Ealing, London W5 5TH. www.ringcentral.co.uk

©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-2472 08/2015

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 synchronised.)

When your staff’s extension shows the busy status in presence, mouse over his/her extension and choose the Call Monitoring option.

Mouse over and click the Monitor icon

Switch on options to whisper, barge or take over the call