What happens to cause the disconnect?
When a user is logged into or out of a queue without using the status to do so, it will de-sync their queue status with their user status. This is by design, and allows for team members to stay logged out of a queue that they don't want to take calls in, while staying logged into another and still adjusting their status.
To avoid this behavior, users should be changing their user status to ensure this does not happen so that they are logging into or out of their queues globally and not individually.
Should you see an issue in which updating the status is no longer updating the queue login status, Create A Support Ticket, instead of just logging yourself in and out of queues manually.
Re-Sync the Status and Queue Status
- Login to the Phone System
- Go to Extensions > Extensions
- Edit your affected extension
- Go to the Forwarding Rules tab
- Uncheck the option Logout from Queues for each of the unavailable statuses (Away, DND, Business Trip)
- Save the extension
- Re-edit the same extension and re-enable the checkboxes you just disabled
- Save the extension again
Have the user confirm and they should see their status updating their queue login/logout status normally.
To confirm
- In the web client Teams menu, you will see that the Q icon appears and disappears next to them as they change their status
- If you are a manager of one of their queues, you can see their login status under the Panel menu
- Users with an Enterprise license can also see this in the Supervisor Dashboard
If that did not fix the user
- Ensure the user is set to DND and logged out of all queues.
- Repeat the sync steps by disabling and re-enabling the ‘Log out from queues’ option, saving between changes.
- If there are issues that persist further than this, please reach out to our support team.