RingCentral - Call Monitoring
RingCentral - Call Monitoring
Setting Up Call Monitoring Groups
Create a Call Monitoring Group
Log in to the Admin Portal.
Navigate to:
Phone System
Call Monitoring
Click New Call Monitoring Group.
Enter a group name.
Select the users who will be allowed to monitor calls.
Select the users who can be monitored.
Click Save.
Monitoring Calls in the RingCentral App (HUD)
To Monitor a Call
Click Phone in the navigation bar.
Open the HUD tab.
Hover over the extension currently on a call.
Click the Monitor Active Call icon.
Select the user you want to monitor.
Click the Ear icon.
Choose one of the following options:
Monitor (Listen Only)
Whisper (Coach)
Barge
Take Over
Monitoring Modes
Monitor (Listen Only)
Listen to the conversation.
Neither party knows the call is being monitored.
No audio is transmitted from the supervisor.
Whisper (Coach)
Speak privately to the monitored user.
The outside caller cannot hear the supervisor.
Barge
Join the conversation as an active participant.
All parties can hear and speak to each other.
Take Over
Remove the monitored user from the call.
Assume control of the conversation.
Monitoring Calls on Desk Phones
Silent Monitoring
Phones Configured with Presence
Press the soft key for the extension you want to monitor.
Phones Without Presence
Dial *80.
Enter the extension number.
Press #.
Silent Monitoring allows you to listen to all parties on an active call without transmitting audio.
Whisper / Coach
Dial *81.
Enter the extension number.
To return to Silent Monitoring:
Dial *80.
Whisper mode allows you to coach the monitored user without the outside caller hearing your comments.
Barge
Dial *82.
Enter the extension number.
To return to Silent Monitoring:
Dial *80.
Barge allows you to join the active call and communicate with all participants.
Take Over
Dial *83.
Enter the extension number.
Take Over disconnects the monitored user from the call and transfers the conversation to you.
Feature Summary
| Feature | Code | Description |
|---|---|---|
| Monitor | *80 | Listen only |
| Whisper / Coach | *81 | Speak only to the monitored user |
| Barge | *82 | Join the conversation |
| Take Over | *83 | Replace the user on the call |
Important Notes
Call Monitoring is available in the RingCentral Desktop App, Mobile App, and supported desk phones.
The RingCentral apps support:
Monitor
Whisper
Barge
Take Over is currently not supported in the RingCentral Desktop or Mobile Apps.
Users must be assigned to a Call Monitoring Group before monitoring features can be used.
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