Call monitoring - you don't have permission to monitor

This is still a glitch that is happening today. RingCentral is the anything on the roadmap to fix this? I have toggled permissions off and on. It is intermitent. 

Still having this issue as of September 2025. Can we please get a fix to this?

Call monitoring is working well for a long time. Can you describe the current problem and what you have set in your account and what is the device you use to monitor a call?

BTW, this is the instruction how to set call monitoring using the RC app.

https://support.ringcentral.com/article-v2/Monitoring-live-calls-in-the-RingCentral-app.html?brand=RingCentral&product=RingEX&language=en_US

I’m using the latest version of Ring Central app on Windows 11 desktop. I have myself set up in admin portal as “Can Monitor” and then certain users that “Can Be Monitored”…. However when trying to listen to call via RingCentral App HUD, I get the message “you do not have permissions to monitor this extension", even though that extension is listed under “Can Be Monitored”. It’s intermittent. Sometimes it works fine, sometimes it doesn’t. I have added and removed myself, and the “can be monitored” users, and still am intermittently having the issue.

And if you notice, someone else commented about the same issue yesterday as well. So I believe it must be some sort of glitch on RingCentral end.

I did not know that it works intermittently in your case. Can you do a favor to test it on the RC app mobile (or an the RC app on MacOS if you have one). That will help to identify if it’s the client side or server side problem. Thanks.

Thank you for your response. As far as I am aware, there is not a way to call monitor via RC app mobile. I don’t see any HUD on the mobile app, only the desktop app.

Click on your profile (avatar) pic, then select the “Phone” option on the list and scroll down to see the “Heads-up display (HUD). Click on it and you will be able to set.

It looks like the issue is not clicking the “End Call” button after monitoring a call.

If you click the “X”, you will get the “You do not have permissions error”

If the extension you are monitoring ends the call first it also puts the monitoring extension in this weird no permissions loop.  Additionally if the monitored extension ends the call first, you can begin monitoring again be connecting to the next call before the call is established on both ends.

Until that weird/annoying glitch is fixed be sure to use the red “End Call” button to end the monitoring session.

Thanks for your feedback. I will test and report the issue to the team accordingly.