⚡Quick answer:

Add the user to the correct Department(s), turn Call Availability On for that user, confirm the Department’s ring strategy includes them, ensure business/availability hours don’t block calls, and place an external test call to verify.

Before you begin (prereqs & permissions)

• The user must already be added to the Department: Manage › Departments › [Department] › Users.
• You need permission to manage Users, Departments, and Call Flow Setup.

Alt text: Adding users in the department

Step 1 — Confirm department membership

1. Go to Manage › Departments and open the relevant Department.
2. On Users, verify the user is listed. If not, add the user to the department.
3. Ensure the user’s role/licensing allows receiving calls.

Step 2 — Enable Call Availability for the user

1. Open Manage › Users and select the user.
2. Click Set Call Availability.
3. Toggle Call Availability to On and Save.

Alt text: check the user's call availability

Step 3 — Check department routing & ring strategy

1. In Manage › Departments › [Department] › Routing, confirm the ring strategy (e.g., ring‑all, round‑robin) and ring timeout.
2. Make sure the user is included in the strategy and not paused.
3. If there’s overflow/voicemail after timeout, ensure that’s intentional.

Step 4 — Verify business hours & user availability hours

1. Check Call Flow Setup (or Time‑based routing) to ensure the Department is reachable during scheduled business hours.
2. On the user’s profile, review Availability Hours to confirm they’re not restricted during expected call times.
3. Make sure the user isn’t set to Do Not Disturb/Paused in any app/panel.

Step 5 — Confirm number/destination routing

1. For the relevant phone number, confirm its Destination is your intended Department (or the flow leads to it).
2. If multiple numbers/flows exist, ensure you’re testing the correct number.

Step 6 — Place a test call (verification)

1. Use an external phone (not the agent’s own number) and call the relevant DID.
2. Confirm the user’s device/panel rings within the configured timeout.
3. If it doesn’t ring, proceed to Troubleshooting below.

Expected result

• When Call Availability is On, the user is a member of the Department, and routing rules allow it, the user will receive incoming calls routed to that Department according to the ring strategy.

Troubleshooting

• User doesn’t ring but others do: Ensure the user isn’t paused/DND; verify they’re included in the Department’s strategy.
• Rings at odd hours only: Check Availability Hours and time‑based routing windows.
• Calls go to voicemail: Increase ring timeout, verify agents are active, and confirm overflow settings.
• User is on mobile app only: Confirm the app is logged in and allowed notifications; test on a stable network.
• Still not receiving calls: Toggle Call Availability Off → On, Save, and retry a test call.

Edge cases & behaviour notes

• Departments with no active agents will follow overflow rules; ensure at least one agent is available.
• If the user is assigned to multiple Departments, ring order may depend on the strategy; check each Department’s settings.
• Number‑level overrides can send calls past the Department—verify the full Call Flow.

Need help?

If the user still doesn’t receive calls, contact Support from the Help menu. Include:

• Your organisation ID/name
• The Department name and user email/ID
• The number(s) and call flow involved
• A brief description of what you tested and the timestamp of a failed test call