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How can I shadow calls on RingCentral?

Tags: phone

May 16, 2019 at 9:44am • 2 replies • 0 likes

david-chalmers

I want to call someone and have a colleague listen in, unannounced. To be used for training new telesales reps and monitoring trainees. The person being called should not know someone else is listening to the call

2 Answers

brad-giannini answered on May 16, 2019 at 4:13pm

In the Admin Portal, if you're enabled, you should see Groups on the Left under the Phone System tab. There should be a second menu in there for Call Monitoring. You'd setup your users to monitor and who can be monitored there. When they want to monitor the trainee, just dial *80 and then the extension to monitor. This can be done from a desk phone, soft phone or the mobile app. The Trainee and the other party do not hear you. *81 will allow whisper coaching and *82 will allow barging into the call.
The end users get notification when this feature is turned on or off.
read more hear.
https://support.ringcentral.com/s/article/8086

dan-davis answered on May 16, 2019 at 9:51am

I believe you have to have the Call Center subscription w/Ring Central. Added costs.

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