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Monitoring live calls in the RingCentral app

Last updated on September 28, 2022
RingCentral’s Call monitoring feature lets authorized users create Call monitoring groups to observe other extensions’ calls in real-time. The Heads-up display (HUD) lets you interrupt or take over calls involving any extension in your Call monitoring groups.

Adding users who can monitor calls or whose calls can be monitored

To create and manage Call monitoring groups, you need permission to change Groups settings. If you need this permission, contact your company admin.
You have several setup options when creating Call monitoring groups.
  • One user can monitor many users’ calls.
  • Many users can monitor one user’s calls.
  • Many users can monitor many users’ calls.
  1. Go to the Admin Portal and sign in.
  2. Select Phone System in the top menu.
  3. Go to Groups > Call Monitoring.
Go to Groups then Call Monitoring
  1. Click  + New Call Monitoring to the far right of Search.
Click + New Call Monitoring
  1. In the Define Group Name tab, assign a name to the group of extensions whose calls you’d like to monitor, then click Next.
Click Next
  1. In the Select users that can monitor tab, check the box next to the name of each user you’d like to have permission to monitor calls.
    1. If you’d like to select all users, check the box next to Name.
    2. To search for users or filter by company department, use the search field.
  2. Once you’ve added users who can monitor calls, click Next.
  3. In the Select users that can be monitored tab, check the box next to the name of each user whose calls you’d like to be monitored by the users you selected in the previous step. If you’d like to select all users, check the box next to Name
  4. Click Save.
  5. You’ll be returned to the Call Monitoring page, where you can see and make changes to your Call monitoring groups.
    1. To delete a Call monitoring group, click the three-dot More icon to the right of the Actions column, then click Delete
    2. When you click a group name, you’ll see:
      1.   i. The Call Monitoring Details menu, where you can change the group’s name or delete the group.
      2.   ii. The Group Members menu, where you can add or remove users from the Can monitor and Can be monitored groups.
Call Monitoring page

Monitoring calls

  1. In the RingCentral app on your desktop or web browser, click Phone in the left navigation bar.
  2. Under HUD, click Extensions. (You may need to click the down arrow to open the HUD menu.)
    1. If your HUD displays no extensions, you’ll need to add them. Learn how to add extensions to the HUD.
  3. Hover over the extension whose call you’d like to monitor, then click the Monitor active call button.

    : No one on the call will be notified that it’s being monitored.
Click Monitoring active call button

Call monitoring features

When monitoring a call, you can adjust specific settings, interrupt the call, or take it over.
  • Mute/Unmute: Turn your audio on or off.
  • Dialpad: Open the phone dialpad.
  • Audio: Turn call audio on or off.
  • Whisper: Talk to the extension you’re monitoring. No one else on the call will hear you.
  • Barge: Enter the call so all parties can hear you.
  • Take over: Gain control of the call by disconnecting the extension you’re monitoring.
Call monitoring features
Desktop & web

Monitoring calls for other extensions in the RingCentral
app desktop and web | RingCentral app 

The Heads-up display (HUD) in the RingCentral app allows you to monitor all user extension calls in your call monitoring groups. Call monitoring lets you see user extensions in real-time, whether they are available or engaged in a call. You can also observe and even take over calls. To learn more about setting up call monitoring groups, click here.
Note: If a user is added as a delegate or has delegates in a call monitoring group, they can’t be added to the monitoring group as users to be monitored.

Monitoring calls

  1. Navigate to Phone via the left-hand navigation bar.
  2. Click Extensions.
  3. Hover over the extension you want to monitor, then click Monitor active call.
Note: The user extension and caller will not be notified if you begin monitoring their call.

Monitoring call features

  • Mute: Click to mute/unmute yourself.
  • Keypad: Click to open the dialer. 
  • Audio: Click to turn off/on the audio of the call.
  • Whisper: Click to talk to the user extension you’re monitoring. The other person on the line will not be able to hear you, just the person you’re monitoring.
  • Barge: Click to enter the call with the person you’re monitoring and who they’re speaking to.
  • Take over: Click to take over the call. Note: This will drop the person you’re monitoring from the call.
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