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

Note:

• 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 940-898-3971, servicedesk@twu.edu, techchat.twu.edu, or submit a request through the Technology Service Catalog.