Anyone having issues with call monitoring the past few weeks? Nothing has changed on our end and we have correct permissions - we cannot monitor calls. It tells us we don't have permission when we do. It has never been perfect when it comes to monitoring but this is just horrific. Tech support has not been able to help after 3 un-successful calls.
Hi @Trish Litterer 275, please try to toggle your permission on and off because it might be a system glitch.
Hi Bruno!
Glad to hear we aren't alone. I agree about tech support! They finally determined it is a bug on their end and I just got an email stating it'll be resolved sometime in Q3 (outrageous). After 3 weeks and countless phone calls, screen sharing, and blaming us for not having everyone on the latest version, etc... It was wild. Worst tech support. I hope this helps even though it isn't the fix you were looking for :) I am sure you can tell by my "tone" I am quite bitter. Best of luck!
Trish
Having same issue, please resolve RC!
Hi everyone, as stated above from Trish's screenshot. This issue has been identified and will be fixed in the next version that will be released this coming Q3.
Its January 2024 and we are still getting this error. Will this ever be fixed?
Also having this issue monitoring despite permissions in place. Any fix that worked? Did latest version resolve it?
I have the same issue with multiple users, where one user is able to monitor calls while the other is not able to. We have deleted, reinstalled, recreated everything but the issue persists.
Sometimes it works sometimes it doesn’t, do you have an update on this bug and will it be fixed?
Having this issue as well. The inability to listen in is completely random.
When it doesn’t work, it won’t work for that particular call at all. Even when observing the same extension.
January 2025 and this is still an issue. When can we expect a fix???
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?
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.
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?
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.
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?
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.
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?
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.
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?
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.
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.
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