question

Mike Dickson avatar image
Mike Dickson asked Mike Dickson commented

Agent status

We have some users stating that their status is being changed to invisible by itself. The agents are using the RingCentral Desktop app. Is there a timeout period or inactivity period that might automatically change an agents status?

presence
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This doesn't make sense, how are agents supposed to take calls if the software is taking them offline automatically. These aren't agents who receive call after call .. it's a scheduling call queue which means they may only get Call queue calls 8 to 10 times a day.

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If you think it needs an improvement, kindly go to the Ideas Portal.

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I am not sure but I think the status should turn idle instead of invisible if user is not active on desktop. But there is no timeout setting can be done to configure this.

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SO no matter what agents are going to be set to inactive after 15 minutes?

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If the agent is offline or invisible will that remove their ability to receive Call Queue Calls?

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If offline, yes. Invisible status is set-up manually, but you can still receive calls.

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Is this in contact center? We're using MVP only. Is it the same in all schemes?

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1 Answer

mary-community-moderator avatar image
mary-community-moderator answered mary-community-moderator commented

A gray dot indicates the user is offline or inactive for 15 minutes or more on their app. This is a system-triggered presence but will appear the same as Invisible. You may refer to the KB article at https://support.ringcentral.com/app/users/desktop-web/setting-presence-ringcentral-app-desktop-web.html

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System-triggered, which means the app sets your presence based on your current circumstances (e.g., you’re in a meeting, on a call, or offline).

System-Triggered ... is there a way to disable this?

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Sorry but there is no option. You may submit a feature request in our Ideas Portal at https://ideas.ringcentral.com/.. The Product Team is open for new ideas that will help improve the app.

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