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Have you checked the number of rings under the Call Forwarding Settings? Check the KB article below for instructions.

https://support.ringcentral.com/mvp/phone/call-handling-forwarding/rearranging-ring-order-of-numbers-devices.html#admin-portal

Thanks for the suggestion. Yes, I have checked the number of rings. I have changed that setting, along with the "ring all at once" / "ring in order" setting under Call Handling. None of those seem to make any difference.

However, I should point out that the issue is intermittent. I have seen this user's phone drop several calls (from both call queues of which she is a member, and direct calls to her extension) in a row, then suddenly accept a call "properly", all without anyone making any changes.

Thanks for clarifying this. Since it is an intermittent behavior, please submit a ticket with Tech Support so they can check on it.