Learn how to connect your RingCentral account to Shape Software using either the RingCentral desktop application or RingOut API to enable outbound click-to-dial functionality throughout the CRM.
Live Call Monitoring in Shape Software
Shape’s Live Call Monitoring feature gives authorized managers and administrators the ability to listen to active phone conversations in real time using the Call Monitoring Heads-Up Display (HUD).
Whether you’re coaching a new employee, monitoring customer service quality, or assisting your team during live conversations, the HUD provides instant visibility into active calls without interrupting the conversation.
Unlike call recordings, which are reviewed after a call has ended, Live Call Monitoring allows supervisors to hear conversations as they’re happening.
What Can You Do with Live Call Monitoring?
The Heads-Up Display allows authorized users to:
- View users currently on active calls.
- See which users are available for monitoring.
- Open the customer record associated with an active call.
- Listen to live conversations in real time.
- Monitor call activity for coaching and quality assurance.
Because the HUD updates continuously, managers can quickly identify active conversations without needing to search through reports or activity logs.
Common Use Cases
Organizations commonly use Live Call Monitoring for:
- Coaching new loan officers or insurance agents.
- Quality assurance reviews.
- Sales training.
- Compliance monitoring.
- Supervising customer service conversations.
- Assisting users during difficult customer interactions.
- Manager oversight of live conversations.
Because monitoring happens in real time, managers can review conversations as they unfold rather than waiting for recordings after the call has ended.
Before You Begin
Live Call Monitoring is an optional feature and requires both licensing and permissions before it can be used.
Before monitoring calls, make sure your organization has:
- Appropriate Role Permissions configured.
- Users enabled for monitoring.
Because monitoring happens in real time, managers can review conversations as they unfold rather than waiting for recordings after the call has ended.
Configuring Live Call Monitoring
Connecting Lightspeed Voice is a two-step process.
First, you’ll create and activate the integration within Lightspeed Voice. Then you’ll enter your Lightspeed credentials into your Shape user profile.
Step 1: Enable Call Monitoring
Navigate to:
Settings → Billing & Transactions
Within the Limits & Add-on Features section, enable Call Monitoring for your organization.
Step 2: Choose Who Can Monitor Calls
Live Call Monitoring is permission based.
Navigate to:
Settings → Role Permissions
Administrators can determine which user roles are allowed to launch the Heads-Up Display and monitor active conversations.
Organizations commonly grant access to:
- Administrators
- Directors
- Managers
- Team Leads
Most organizations limit this permission to supervisory roles.
Step 3: Choose Which Users Can Be Monitored
Not every user must be available for monitoring.
Navigate to:
Settings → Manage Users
Each user includes a Call Monitoring toggle that determines whether their active calls appear within the Heads-Up Display.
For example, an organization may allow managers to monitor sales representatives while excluding executive leadership or other users from monitoring.
Only users with monitoring enabled will appear in the HUD.
Opening the Heads-Up Display
Once Call Monitoring has been configured, authorized users can launch the Heads-Up Display directly from Shape’s dialer.
The HUD updates automatically as users begin and end calls.
Understanding the Heads-Up Display
The Heads-Up Display provides a real-time overview of users available for monitoring.
Users who are actively speaking with customers appear at the top of the list.
For each monitored user, the HUD displays information such as:
- Current call status
- Customer information
- A link to open the customer record
- Monitoring availability
Users who are eligible for monitoring but are not currently on a call remain visible in the HUD but appear inactive until a conversation begins.
Because the display updates in real time, managers can quickly identify active conversations as they happen.
Monitoring a Call
When a monitored user is on an active conversation:
You’ll immediately begin listening to the live conversation.
This allows supervisors to observe conversations exactly as they’re occur without interrupting the customer or agent.
Viewing the Customer Record
While monitoring a conversation, managers can also open the associated customer record directly from the HUD.
Opening the record allows you to review:
- Contact information
- Customer history
- Previous notes
- Activity timeline
- Loan or policy details
- Other CRM information available for that record
This provides additional context while listening to the conversation.
Live Monitoring vs. Call Recordings
Although related, Live Call Monitoring and Call Recordings serve different purposes.
Feature
Live Call Monitoring
Call Recording
Listen while the call is happening
Review calls after completion
Coaching during active conversations
Quality assurance after the call
Requires active call
Many organizations use both features together, monitoring calls live when immediate coaching is needed while reviewing recordings for ongoing training and quality assurance.
Privacy & Visibility
When a manager begins monitoring a call:
- The monitored user is not notified.
- The customer is not notified.
- No tones or audible indicators are played.
Monitoring occurs silently in the background.
Organizations should ensure their use of call monitoring complies with all applicable laws, regulations, and internal company policies.
Best Practices
- ✓Limit monitoring permissions to supervisors and managers.
- ✓Enable monitoring only for users who require coaching or quality assurance.
- ✓Use the View Record feature while listening to gain additional customer context.
- ✓Combine Live Call Monitoring with Call Recordings for comprehensive training and performance reviews.
- ✓Periodically review Role Permissions and monitored users as your organization grows.
Frequently Asked Questions
Does Call Monitoring work with RingCentral, Lightspeed Voice, or 8×8?+
No. Live Call Monitoring is available only when using Shape’s native telephony platform.
Can the user tell that I’m listening?+
No. The monitored user is not notified when someone begins listening to their call.
Does the customer know someone is monitoring the call?+
No. Customers are not notified when a supervisor joins as a listener.
Can I talk to the user while monitoring?+
No. Live Call Monitoring is currently listen-only. Whisper coaching and barge-in functionality are not currently supported.
Can I join the call?+
No. The Heads-Up Display is designed for silent monitoring only.
Can I monitor every user?+
Only users who have been enabled for monitoring in the Manage Users settings page will appear in the Heads-Up Display.
Who can monitor calls?+
Only users whose role includes the Call Monitoring permission can launch the Heads-Up Display and listen to live conversations.
Can I monitor calls that have already ended?+
No. Live Call Monitoring only works while a call is active. If you need to review a completed conversation, use Call Recordings instead.
Is Live Call Monitoring recorded?+
No. Monitoring itself is not recorded. If the call was recorded using Shape’s Call Recording feature, the recording can be accessed later from the customer’s activity history or the Call Logs Report.