Your team and call visibility

Updated August 20, 2026

The Team card sits at the top of the Security page, above the six commitment cards. Only an agency owner sees it; a producer's Security page skips straight to those cards.

#Call visibility

Two options, who the call picker shows an agent when they click Pick a recent call:

  • Agents see their own calls (the default). Each producer's picker only shows calls on their own linked RingCentral extension.
  • Agents see every call in the workspace. Any producer's picker shows the whole account's call log, the same as an owner already sees.

The choice is saved immediately when you click either option, and it applies the next time anyone opens the call picker.

#Extensions

A table lists every teammate with a field for their RingCentral extension. Link one by picking it from the list, when RingCentral users load, or by typing the extension number directly, either way saves the same. This is what makes call visibility: own calls mean something: without an extension linked, a producer's call picker has nothing to scope to.

An agent with no extension linked, under own calls visibility, sees an empty picker with a plain explanation rather than a silent empty list: "No RingCentral extension is linked to your account yet, so there are no calls to show. Your agency owner can link it."

#Coaching grants

Below extensions, Coaching grants let one agent hear another's calls without switching the whole workspace to shared visibility. Pick who should be able to hear (the grantee) and whose calls they should hear (the subject), then click Add. This is the mechanism a sales manager or a coaching lead uses to review a specific producer's calls without opening the door to everyone's.

Existing grants list as "\<grantee\> can hear \<subject\>'s calls", each with a remove button.

#Resetting a teammate's password

Next to each teammate (other than yourself) is a Reset password button. Click it, confirm, and ProClose generates a new one-time password, shown once in a modal you can copy, with the note: "This is shown once. Hand it to them directly, a call or in person beats email. They will be asked to pick their own the first time they sign in." Their old password stops working immediately, and their account is flagged to require a new password on next sign-in, the same forced flow a brand-new account goes through. See Signing in and user roles for what that first-sign-in screen looks like.

You cannot reset your own password from here, on purpose: if you know your current one, change it from your own profile panel instead, and if you have forgotten it, being signed in already means a stolen session could otherwise take the account over silently. See Your profile and dark mode.