Call Queue Member Status gets Auto Enabled

Hi ​@Jojojohn,

This issue usually occurs when an automated feature, a schedule, or an external script is periodically overriding her manual toggle and reenabling her status in the queue.

Here are the most common causes and how to resolve this:

1. Check for Active Automatic Call Queue Schedules

If her extension or the call queue itself has automatic schedules enabled, RingCentral will automatically reset her status back to "active" when a scheduled period begins or ends.

• Fix: Log into the RingCentral Admin Portal > Phone System > Groups > Call Queues.

• Select the queue, go to Call Handling & Members, and check if there are scheduled operating hours or agent availability rules configured that automatically activate members.

• Next, go to Users > User List > select her extension > Call Handling & Forwarding > Settings > Queue Calls and verify if any automated schedules are enabled under her account.

2. Verify Third-Party Integrations or CRM Sync

If your team uses CRMs (like Salesforce, HubSpot, or Zendesk) or Wallboard/Contact Center tools integrated with RingCentral, these platforms often sync agent availability automatically. When an agent logs into the CRM or changes their status there, the integration pushes an API command to RingCentral that forces "Accept queue calls" back on.

• Fix: Check if she has any browser extensions, desktop CRM apps, or softphone integrations running in the background that might be syncing her status. Try logging out of those integrations temporarily to isolate the behavior.

3. Check Dual Device / Desktop App Session Sync

If she is logged into the RingCentral app on multiple devices (e.g., desktop app, mobile phone, or a physical desk phone), changing or refreshing the app state on one device can occasionally trigger a cloud sync that re-enables her queue status across all sessions.

• Fix: Have her log out of all secondary devices or mobile apps, or perform a quick data reset on her desktop app (Ctrl + Shift + D or Help > Troubleshooting > Reset App Data) to clear out stale cached state rules.

4. Alternative Workaround: Manager/Admin Queue Toggle

If staff rotate daily, instead of having users manually toggle "Accept queue calls" throughout the day, use the Call Queue Manager feature or the HUD (Heads Up Display) interface where a supervisor or queue manager can log users in and out of queues cleanly from a central view.

If this resolution helped solve your issue, please mark this comment as the best answer!