How to Troubleshoot Users Showing Unavailable in Live Reports
1. Check the status in the associated queue.
Go to Phone System > Groups & Others > Call Queues > Click on down arrow to expand the group user status.
2. If the User is on the correct queue and is still showing unavailable, listed below are the other possible reasons and solutions:
A. User in Do Not Disturb or Do not accept queue calls, on their mailbox.
To fix: Have user login to their online account (service.ringcentral.com) with their extension info. check the circle in the upper right hand corner, if it is red or orange, change it to green by clicking take all calls.
B. User have Accept queue calls toggled off on mobile or desktop app.
To fix: Accept queue calls should be toggled on.
C. User outside of business hours on their extension.
To fix: Configure the user's User hours to 24 hours / 7 days a week or change the user hours to include the timeframe. Configure User and After Hours - Admin | RingCentral .
NOTE: User status and details shown are shown real-time on Live Reports. However, schedule changes (User Hours / After Hours) takes up to 30 minutes to update on Live Reports.