This sounds like a really dumb question. Obviously offline means the users app is not running, likely because their PC is off.
Except, that doesn’t appear to be the case. I have four users in my favorites that unless they are on a call always show offline. They are part of a queue, and those calls will route to them even though they are ‘offline’. They’ll answer the call going straight from offline to on a call and then directly back to offline when the call ends.
Best answer by Mary-Community_Moderator
Hi
In the RingCentral app, could you check if those users have a solid grey circle or a grey ring/empty circle?
Invisible: This is a manual status. The user is logged in and active, but they’ve chosen to "hide" from colleagues. They will still receive Queue calls because the system knows they are actually there.
Offline: This usually means the app is closed or the computer is off. If they are truly offline but still answering, it means the call is routing to a secondary device (like a physical desk phone or their mobile app).
Thank you!
+3Hi
In the RingCentral app, could you check if those users have a solid grey circle or a grey ring/empty circle?
Invisible: This is a manual status. The user is logged in and active, but they’ve chosen to "hide" from colleagues. They will still receive Queue calls because the system knows they are actually there.
Offline: This usually means the app is closed or the computer is off. If they are truly offline but still answering, it means the call is routing to a secondary device (like a physical desk phone or their mobile app).
Thank you!
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