I want to call someone and have a colleague listen in, unannounced. To be used for training new telesales reps and monitoring trainees. The person being called should not know someone else is listening to the call
I believe you have to have the Call Center subscription w/Ring Central. Added costs.
I'm not a RingCentral user... yet. However I do know Plantronics headsets having used them for nearly 18 years. Plantronics sells a "Y" connector that is perfect for this purpose. The trainer and trainee set side by side at a call center phone. This unit has a mute switch for the trainee's mic so he or she can listen without being heard.
Thanks, have used this in previous life but was hoping we could do it without buying new hardware
In the Admin Portal, if you're enabled, you should see Groups on the Left under the Phone System tab. There should be a second menu in there for Call Monitoring. You'd setup your users to monitor and who can be monitored there. When they want to monitor the trainee, just dial *80 and then the extension to monitor. This can be done from a desk phone, soft phone or the mobile app. The Trainee and the other party do not hear you. *81 will allow whisper coaching and *82 will allow barging into the call.
The end users get notification when this feature is turned on or off.
read more hear.
https://support.ringcentral.com/s/article/8086
The end users get notification when this feature is turned on or off.
read more hear.
https://support.ringcentral.com/s/article/8086
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