RingCentral: Phone Presence and Call Monitoring

Both processes must be completed to use the presence call monitoring function. 

To monitor calls for others:

  1. Log into RingCentral Online account: service.ringcentral.com
  2. Choose Single Sign on, and use your TWU email and password to sign in
  3. Click Settings
  4. Go to Phones & Numbers> Phones > Presence
  5. Under Appearance tab
  6. Select: Ring my phone when any user I am monitoring rings
  7. Select: Enable me to pick up a monitored line on hold
  8. Go to the first available N/A line. In the Actions column, click Assign Extension.
  9. A dialog box appears. In the search box, type in the name (the person to monitor). Press Enter.
  10. Select the radio button by the name and click Done.
  11. Click Preview on my phones to verify the phone display.
  12. After all names are added, click Save.

To allow call monitoring:

  1. Log into RingCentral Online account: service.ringcentral.com
  2. Click Settings
  3. Go to Phones & Numbers > Phones > Presence.
  4. Click Permissions
  5. Allow other users to see my Presence status, check the On radio button
  6. In the Search box, enter the name of the person that will monitor calls.
  7. Check the box beside the name.
  8. Repeat the steps to add more names.
  9. After all names are selected, click Save
  10. Click Save

To monitor calls using the RingCentral desktop/computer app, enable HUD

  1. In the desktop / mobile app click Settings (gear icon, lower left)
  2. In the middle column click Phone
  3. In the Heads-up display (HUD) area, toggle HUD on


  • Call monitoring is operational in the desktop / computer app, and a desk phone. Call monitoring feature is not available in the mobile app. 
  • Presence of a limited extension line (aka RingGroup or Common Area phone ext.) can not be configured on the User phone nor in HUD. 

For additional support, contact the Technology Service Desk at 940-898-3971servicedesk@twu.edutechchat.twu.edu, or submit a request through the Technology Service Catalog.


Article ID: 128552
Tue 2/23/21 2:05 PM
Tue 8/16/22 11:02 AM

Related Articles (8)

RingCentral allows call queue managers as well as individuals to modify account settings for maximum functionality.
Call Queues are groups of Users or Extensions which receive queue calls to be answered by the next available member of the group. Calls are distributed one at a time to the people in the queue.
Updating the E911 Emergency Address allows you to implement changes to the physical address of a DigitalLine. The same address will be used by 911 to trace the origin of a 911 call in the US.
If you need to monitor or answer calls for other people (either with a desk phone or the desktop app), this training video will get you started.
RingCentral offers several options that can be used in combination to keep a direct extension private.
Setup caller ID on RingCentral desktop or mobile app. This is helpful for individuals who support a "main line"/queue and/or administrators who prefer callbacks to a main line, rather than their direct number.
Presence enables you to detect the phone status of your colleagues and display on your desk phones or RingCentral App. You can set user presence in RingCentral App (HUD) or RingCentral online.
RingCentral app statuses allow you to communicate your activities to your co-workers and are completely customizable and specific about your activities.