Monitoring live calls in the
RingCentral
app
==============================================================================================================
Call monitoring in the
RingCentral
app allows authorized users to listen to calls in real time and take action when needed. Admins [create monitoring groups](https://support.ringcentral.com/article-v2/Creating-Call-Monitoring-Groups.html?brand=RingCentral&product=RingEX&language=en_US "") in the Admin Portal, and after setup, users can monitor calls from the Heads-up display (HUD).
Note
* [Learn about monitoring calls using a deskphone](https://support.ringcentral.com/article-v2/8086.html?brand=RC_US&product=RingEX&language=en_US "").
* If a user is [added as a delegate or has delegates](https://support.ringcentral.com/article-v2/Using-delegated-lines-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US ""), they can't be added to a monitoring group to be monitored.
Where would you like to monitor calls?
## Desktop & web
Monitoring calls in the HUD in the desktop and web app
------------------------------------------------------
Before monitoring calls, make sure the extensions have been [added to your HUD](https://support.ringcentral.com/article-v2/Managing-your-HUD-extensions-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web ""). If you don't see the HUD or the monitoring features, reach out to your admin.
To monitor calls:
* Click **Phone** in the navigation bar.
* In the **HUD** tab, hover over the extension whose call you'd like to monitor, then click the **Monitor active call** icon. No one on the call will be notified that it's being monitored.
Call monitoring features
------------------------
When monitoring a call, you can:
* **Whisper**: Talk to the person you're monitoring. No one else on the call will hear you.
* **Barge**: Join the call so everyone can hear you.
* **Take over** : Take control of the call by disconnecting the extension you're monitoring and continue the conversation with the other caller.
Note
You can only switch modes once per call. For example, if you've tapped Whisper to talk to the agent, you can tap Barge to speak on the call, but you can't switch back to Whisper mode.
Calls that can't be monitored
-----------------------------
For certain types of calls, the monitoring option won't be available. You can't monitor, whisper, barge, or take over:
* [Conference calls](https://support.ringcentral.com/article-v2/Starting-a-conference-call-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web "")
* [Delegated calls](https://support.ringcentral.com/article-v2/Using-delegated-lines-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web "") on a shared line
* [End-to-end encrypted (E2EE) calls](https://support.ringcentral.com/article-v2/Using-End-to-end-encryption-for-RingCentral-phone-calls.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web "")
**Additional resources**
[Creating call monitoring groups](https://support.ringcentral.com/article-v2/Creating-Call-Monitoring-Groups.html?brand=RingCentral&product=RingEX&language=en_US "")
[Managing your HUD extensions in the RingCentral app](https://support.ringcentral.com/article-v2/Managing-your-HUD-extensions-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=desktop_%26_web "")
## Mobile
Monitoring calls in the HUD in the mobile app
---------------------------------------------
Before monitoring calls, make sure the extensions have been [added to your HUD](https://support.ringcentral.com/article-v2/Managing-your-HUD-extensions-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile ""). If you don't see the HUD or the monitoring features, reach out to your admin.
The monitoring call features only work when the mobile device is unlocked and the app is open.
To monitor calls:
* Tap **Phone** in the bottom toolbar.
* Tap the **HUD** tab.
* Tap the**Monitor active call** icon next to the user. No one on the call will be notified that it's being monitored.
* If the user is on multiple calls, tap which active call you want to monitor.
* If the status of a call is incoming or on hold, you can tap the**Pick up** icon to take the call.
Note
You can only switch modes once per call. For example, if you've tapped Whisper to talk to the agent, you can tap Barge to speak on the call, but you can't switch back to Whisper mode.
Call monitoring features
------------------------
When monitoring a call, you can tap:
* **Whisper**: Talk to the person you're monitoring. No one else on the call will hear you.
* **Barge**: Join the call so everyone can hear you.
* **Take over** : Take control of the call by disconnecting the extension you're monitoring and continue the conversation with the other caller. Tap **Take over** again in the confirmation popup to complete the action.
Calls that can't be monitored
-----------------------------
For certain types of calls, the monitoring option won't be available. You can't monitor, whisper, barge, or take over:
* [Conference calls](https://support.ringcentral.com/article-v2/Starting-a-conference-call-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")
* [Delegated calls](https://support.ringcentral.com/article-v2/Using-delegated-lines-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "") on a shared line
* [End-to-end encrypted (E2EE) calls](https://support.ringcentral.com/article-v2/Using-End-to-end-encryption-for-RingCentral-phone-calls.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")
**Additional resources**
[Creating call monitoring groups](https://support.ringcentral.com/article-v2/Creating-Call-Monitoring-Groups.html?brand=RingCentral&product=RingEX&language=en_US "")
[Managing your HUD extensions in the RingCentral app](https://support.ringcentral.com/article-v2/Managing-your-HUD-extensions-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=mobile "")