Ability for Multiple People to Monitor a Single User's Phone

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  • Updated 4 weeks ago
  • (Edited)
Call Monitoring
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Blaisdell

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Posted 1 year ago

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Matt, Employee

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Hello Blaisdell!

There is unfortunately no way to have multiple people monitoring the same user at the same time. In case you haven't tried it, you'll get an error when you try to begin monitoring with the second device. You could turn on automatic call recording, which would allow the second person to review the call later. To do so you'll need to have a Premium or Enterprise (Ultimate) account with us.

I apologize for any inconvenience this may cause.

Matt

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Blaisdell

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Matt,

That doesn't work for a solution our team will have multiple user jump on the call. We use this s we can escalate the call to sell the deal. Our previous phone service this was available.
 
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Saadet - Community Support, Official Rep

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Hi Blaisdell,

I would suggest speaking with your Account Manager for a solution that would best suit your particular needs. We may be able to provide you a work around depending upon a few things. In the meantime, I'm going to flip this to a feature request for other members to vote on.
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Blaisdell

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i have spoke to our account manager and was told there's not a solution.

Hopefully RingCentral can implement, since our previous vendor had that option. 
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Matt Elling

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Everyone would benefit from this feature.  
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Matt Capitao

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I was told by my sales rep that multiple monitoring was available. Has this been added or was i mislead?
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Saadet - Community Support, Official Rep

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Hey Matt, I'm not aware of this feature being on the roadmap :(
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Matt Capitao

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I must say this is disappointing. I asked whether you could monitor and record at the same time, and the sales rep said "yes, and not only that but you can have as many lines monitoring as you want" Why would he say that? 
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Blaisdell

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I haven't heard of an update as of yet.
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Blaisdell

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Why is this not an option? Other phone providers that have less to offer than Ringcentral has this option. I don't understand how this isn't a feature on the roadmap.
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Brett Crowther

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I went to do this today. I just assumed it would be possible, because why on earth wouldn't it be? Makes no sense to have a restriction on the number of people who can monitor.
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Blaisdell

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Brett, you're absolutely correct.