The Problem:
Microsoft Teams automatically changes a user's status to "Away" whenever their screen locks or their device goes to sleep — this happens automatically, even if you had manually set your status to Busy or Do Not Disturb beforehand. This is standard, default Teams behavior in every organization.

RingCentral currently only treats Busy, Do Not Disturb, and Offline/Out of Office as "unavailable" for call routing. Away is not included. This means that anytime someone locks their screen — to step away for a two-minute break, grab coffee, or go to lunch — Teams shows them as Away, but RingCentral still treats them as available and keeps routing calls to them.

The only way to actually stop calls from routing to you is to set your status to Offline/Out of Office in Teams — the one status that doesn't automatically get overridden when your screen locks. In practice, this means employees have to manually remember to set Offline/Out of Office every single time they step away, just to get the sync to behave correctly.

Why This Matters:
The entire purpose of presence sync is to eliminate manual status management — it's supposed to route calls based on your real-time availability automatically. As currently built, it does the opposite: it requires a manual step to work correctly, in the one scenario (stepping away from your desk) that happens dozens of times a day in every office.

The Ask:
Add Away/Idle as a configurable option under Customize Call Presence Settings, so admins can choose how it's treated for call routing — the same way other statuses are already customizable. Every business handles staffing differently; this should be our choice to configure, not hardcoded by RingCentral.

If your team locks their screens during breaks (which is virtually every team), this affects you too. Please vote for this idea so RingCentral prioritizes fixing it.