Call Monitoring
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486 Points
Posted 2 years ago
Matt, Employee
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562 Points
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486 Points
Saadet, Employee
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68,770 Points
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486 Points
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100 Points
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316 Points
I was told by my sales rep that multiple monitoring was available. Has this been added or was i mislead?
Saadet, Employee
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67,790 Points
Hey Matt, I'm not aware of this feature being on the roadmap :(
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316 Points
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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486 Points
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486 Points
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384 Points
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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446 Points
Brett, you're absolutely correct.
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214 Points
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82 Points
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222 Points
Seeing as people have been asking for this feature for many years now, it would definitely be in RC best interest to seriously look into this request. I can't imagine that it would be a hard thing to implement seeing as so many other phone companies have been do this for years. This request shouldn't be breezed over.
Can someone please give an update as to where this request is in the pipeline to deployment? Thank you!
Can someone please give an update as to where this request is in the pipeline to deployment? Thank you!
Saadet, Employee
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68,322 Points
Hi Christa, this is not on the roadmap at the moment
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446 Points
why not??? it's a simple request and phone providers that don't offer as much as RingCentral have it available.
So, why not?
So, why not?
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222 Points
How do we get it on the road map? The conversation keeps ending here with no solution.
Saadet, Employee
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68,322 Points
Hi Christa,
I share these requests with our Product Team on a regular basis. We receive hundreds of requests per month, so votes help and also providing detailed use-case scenarios about how it would impact you and your business.
We can't ever guarantee that a feature request will come to fruition but we do read them and keep it in mind.
I share these requests with our Product Team on a regular basis. We receive hundreds of requests per month, so votes help and also providing detailed use-case scenarios about how it would impact you and your business.
We can't ever guarantee that a feature request will come to fruition but we do read them and keep it in mind.
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316 Points
Sounds like perhaps we need to initiate a social media campaign driving users to this page to vote. or do better research before contracts expire so we can find a provider who does have this as an existing feature.
(Edited)
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486 Points
Cecile Glassy, Champion
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22,220 Points
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets
2019-10-03 For clarification, we read the original request was for Monitoring of an extension by several folks simultaneously, not necessarily "Participating after the call was answered" --- midway through the message thread, other folks added their requirements, such as Recording and Multiple Participants.
To comment on the original Monitor request:
This option is available and has been available since at least 2016 when we purchased our RingCentral account, using Presence.
We have 28 different geographical sites, each with a "front office" with multiple secretaries at each site, all provisioned to be able to monitor the lines of, and answer their Director's calls and call activity.
This is available via your Customer Success Manager or Account Representative.
For this to be enabled. the source line to be monitored must grant "access" to view their activity by logging into Service Web and adding the specific permitted users to be allowed to monitor their line.
Then on the people who are assigned as permitted monitors, their line adds Presence permission to their device.
Join our unofficial RingCentral Admins User Group
http://ringcentraladminusersgroup.org/index.html
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486 Points
@ Cecile Glassy You’re incorrect, multiple people can’t barge a caller and listen in.
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486 Points
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222 Points
Hi Cecile,
I still don't believe you understand the request. Or maybe I don't understand the explanation. What we are asking for is the ability of multiple people to perform the call monitoring features (barge, take over, whisper, silent) on a single call that is in progress on another user's line.
I still don't believe you understand the request. Or maybe I don't understand the explanation. What we are asking for is the ability of multiple people to perform the call monitoring features (barge, take over, whisper, silent) on a single call that is in progress on another user's line.
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446 Points
Correct, our old phone system multiple people would be able to barge, whisper, and be silent on a call. This helps when you have a TO policy as we do and sometimes the floor lead jumps in and then thier manager. So you would be able to TO to multiple people on the same call without pass off headsets. Also for training you can have your entire team jump on one call without conferencing. hope this bring some understanding.
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486 Points
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316 Points
What do we as users need to do to get this "on the roadmap"? As someone who was told this was an existing feature, I have a significant interest in seeing this become available prior to the end of our contracted term.
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442 Points
i've started this thread 2 years ago and it's not on thier roadmap.
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316 Points
I can only guess that they way they handle call routing makes this a major technical challenge. Otherwise it would only make sense for this to have been done long ago.
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442 Points
this lat phone provider we used had this ability, not sure why they can't.
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442 Points
*the last
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210 Points
My firm was also under the impression that this was an existing feature when we signed on. I'm hoping the flurry of recent activity on this thread might help put it on their radar.
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442 Points
Same here
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222 Points
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142 Points
