We request the addition of a Persistent Supervisory Listen-In capability for internal extensions. This feature would allow authorized supervisors (managers, QA specialists, or designated administrators) to continuously monitor the audio of a specific, pre-selected internal extension's outbound and inbound calls without needing to manually click into each active call.

How this will help many customers
This capability is essential for businesses operating in heavily regulated industries (e.g., finance, insurance, healthcare) or high-volume contact centers where continuous, real-time quality assurance and immediate supervisory intervention are mandatory for compliance, risk mitigation, and rapid employee development.

Key Customer Benefits:
Mandatory Compliance & Risk Mitigation (Regulated Industries):

Currently, supervisors must constantly watch the presence status and click immediately to listen to a call. This makes comprehensive, non-stop auditing of a representative's daily interactions impractical and prone to failure, risking non-compliance with industry-specific recording or monitoring mandates.

Persistent monitoring allows the supervisor to ensure 100% adherence to scripts, legal disclosures, and internal policies across an employee's entire shift.

Effective Real-Time Coaching & Training:

Instead of reviewing recorded calls after the fact, a supervisor can "park" on a new trainee's line for an entire shift. This facilitates just-in-time coaching (via Whisper/Barge-in features) the moment a training gap or performance issue occurs.

This massively accelerates the ramp-up time for new hires and ensures faster performance improvement.

Efficiency and Focus for Supervisors:

Supervisors waste time and attention repeatedly checking presence and manually initiating a listen-in session for every single call.

A persistent connection allows the supervisor to focus on other tasks while maintaining an essential, passive auditory oversight, automatically connecting them to the next call without manual intervention.

Implementation Notes (to address legal/ethical concerns):
We suggest implementing this with robust Administrative Control and Consent:

Access Control: The ability to initiate persistent monitoring must be restricted to specific, authorized user roles (e.g., "Supervisor" or "QA Manager").

Employee Awareness: The employee being monitored must have explicit, logged awareness that their line is subject to persistent monitoring as a condition of their role. This ensures compliance with corporate policy and employment law.

This feature moves RingCentral from a reactive monitoring tool to a proactive, continuous quality and compliance platform, delivering critical value to our high-stakes enterprise customers.