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chip-ritter9532 avatar image
chip-ritter9532 asked ·

Need ride-along functionality for training

I need a new employee to be able to ride along with me so they can listen in on conversations I have with customers. Is the a way I can do that with RingCentral or is there a recommended workaround or third-party app that will help me do that? Thanks!
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J.B. Ferguson avatar image
J.B. Ferguson answered ·
Call Monitoring is an available feature with the RIngCentral Office Premium or Ultimate plans.

To Enable Call Monitoring
Access and configuration of call monitoring groups is controlled by your system admin. Admins, follow these instructions to set up call monitoring for your employees.

Admins, go to Groups > Add Group > select Call Monitoring from the list > Next.

Next, choose the users you want to enable for monitoring capability.

Then choose the users you want the monitors to be able to monitor.

Here's an overview of the feature: https://www.ringcentral.com/office/features/call-monitoring/overview.html

I hope that helps to answer your question.



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chip-ritter9532 avatar image
chip-ritter9532 answered ·
Thanks for the quick reply. It's clear that a supervisor can monitor an employee but is the reverse true? Can it be set up so an employee can listen/monitor how a supervisor or trainer is interacting with a customer? I mean I guess the new employee can be made the monitor and the trainer can be the monit-ee. Is it just that simple without giving the new employee access to functionality on the RingCentral Phone they don't need, etc? Thanks!
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Hey Chip,

How are you wanting the new employee to monitor you (physical phone or desktop application)?
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We're 100% remote. None of the employees are in the same physical location. We use the RC desktop soft phone. Thanks!
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Hey Chip,

With Call Monitoring you're simply allowing another User to monitor another's calls. So, no Admin access will be given to the Monitor in any way. Since you and your employees are remote, this is a great option for you :) And then once the training is done, simply remove your new employee from the Call Monitoring Group! That way you're giving new employees access to monitor calls only for a specific amount of time. Once you remove them, they can't listen to anyone's calls
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Thank you very much! I hoped it might be as simple as that. I appreciate you confirming. 
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Sure thing, Chip! Always happy to help :)
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jeff-frazier7300 answered ·
We use RingCentral Meetings for training.  The employee hosts a meeting, and shares their computer audio.  The supervisor joins the meeting, and they can watch the employee's screen, and listen to the audio.   Of course, this only works if the employee is using the softphone.
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