> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/help-center/troubleshooting/overview/session-and-status-issues.md).

# Session and status issues

Fix availability, registration, and ready-state issues in the Agent Portal.

Use this page to troubleshoot agent availability, registration, and session behavior in Liberty.

Start here when an agent shows **Available** but is not receiving calls, or when status changes unexpectedly.

### Availability changes after a refresh

Do not refresh the browser or select **Dashboard** as a routine troubleshooting step.

Both actions trigger a WebRTC re-registration.

This can briefly switch the agent to **Unregistered**. It can interrupt call delivery and temporarily affect availability.

If the agent is green and marked **Available**, no refresh is needed.

Liberty will continue routing calls normally.

Stay connected and let the active session remain in place whenever possible.

#### Use this reset instead

If the app is responsive but calls are not arriving:

1. Click **Unavailable**.
2. Wait a few seconds.
3. Click **Available** again.

#### Refresh only when needed

Refresh the page only if:

* the screen is frozen
* audio is clearly not working
* the app is unresponsive

#### If a refresh does not fix it

1. Sign out of Liberty.
2. Clear the browser cache.
3. Sign back in.

{% hint style="info" %}
Routine refreshing can create avoidable registration changes and short call-routing interruptions.
{% endhint %}

### Related checks

* Use [Network and browser checks](/docs/help-center/troubleshooting/overview/network-and-browser-checks.md) for browser, device, and connection validation.
* Use [IT Best Practices](/docs/help-center/it/it-best-practices.md) for workstation standards and browser guidance.


---

# Agent Instructions
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