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.
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.
I think that RingCentral should allow multiple users to monitor the same call. At my company, when somebody is discussing a new job with a client, we want everybody who is going to be involved with that project to listen in on the call. RC's inability to support multiple users is a major hindrance to us getting everybody on the same page, and I think it would be best if you explore solutions for this.
Can someone please give an update as to where this request is in the pipeline to deployment? Thank you!
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.
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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.
As the help desk person, I get ask all the time if we could be switched back to our old phone company because this was not an issue, but that is not my call to make. If RC can do something about this, then they should. We don't even have a sufficient work around for this issue unless you are asking a group of users to huddle around a single phone that is on speaker so they can listen.
As a use case: We are a recruiting firm and often will have client intake calls. These calls are led by a single recruiter who manages the client account. However, often several other recruiters and support staff listen in so they get a first hand feel for the client. At the same time, while listening live, they will message the person on the call with additional questions or pitch ideas to bring up. It allows us to have greater collaboration on the process while not muddying things for the client by having 5 people on the call.