Setting Up Call Monitoring Groups

Create a Call Monitoring Group

1. Log in to the Admin Portal.

2. Navigate to:

   • Phone System
     

   • Groups
     

   • Call Monitoring

3. Click New Call Monitoring Group.

4. Enter a group name.

5. Select the users who will be allowed to monitor calls.
   

6. Select Next

7. Select the users who can be monitored.

8. Click Save.

Monitoring Calls in the RingCentral App (HUD)

RingCentral Link to Monitoring Live Calls

To Monitor a Call

1. Click Phone in the navigation bar.

2. Open the HUD tab.

3. Hover over the extension currently on a call.

4. Click the Monitor Active Call icon.

5. Select the user you want to monitor.

6. Click the Ear icon.

7. 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

RingCentral Link for Monitoring Calls on Desk Phones

Silent Monitoring

Phones Configured with Presence

1. Press the soft key for the extension you want to monitor.

Phones Without Presence

1. Dial *80.

2. Enter the extension number.

3. Press #.

Silent Monitoring allows you to listen to all parties on an active call without transmitting audio.

Whisper / Coach

1. Dial *81.

2. 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

1. Dial *82.

2. 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

1. Dial *83.

2. Enter the extension number.

Take Over disconnects the monitored user from the call and transfers the conversation to you.

Feature Summary

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.