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 & benefits
• Call monitor from desk phones on calls taking place on
desk phones.
• RingCentral supports up to 100 call monitoring groups
per account.
• Hear your sales and support staff as they speak with customers,
leads, and clients.
• Record your calls with Automatic Call Recording or you can
record calls yourself
• Simple key commands empower you to monitor calls and
whisper to your staff during active calls.
• Call Monitoring is free for RingCentral Office Premium and
Enterprise customers
• Call barg-in to manage conversations and also take over calls
when necessary.
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.
Then choose the users you want the monitors to be able
to monitor.
Next, choose the users you want to enable for
monitoring capability.
RingCentral® Datasheet | Call Monitoring
Using Call Monitoring
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.
Monitor
Whisper/Coach
Select the user you want to monitor
Enter *81 to whisper to agent | *80 back to monitoring
SUPERVISOR
SUPERVISOR
AGENT
CUSTOMER
AGENT
CUSTOMER
Listen to calls silently in real time
Speak to the agent and assist with the call
Barge-in
Take Over
Press *82 to barge into call | *80 back to monitoring
Enter *83 to take over call
SUPERVISOR
SUPERVISOR
AGENT
CUSTOMER
Join the conversation and speak with both parties
AGENT
CUSTOMER
Take over the call and free the agent
Devices 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, Inc. 1400 Fashion Island Blvd., San Mateo, CA 94404. www.ringcentral.com
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KID-1497 04/2015