The presence state can be synchronized in 2 directions

 

•From Salesforce to MS Teams

•From MS-Teams to Salesforce

 

 

There is a delay between 3 to 7 seconds until the presence state update is shown either in the CTI Data Connector SoftPhone or MS Teams App.

 

Presence State Icons

The presence state is most often only shown with icons, sometimes with icons and text.

 

Icons for presence state

 

 

If you are using the Mirage MS-Teams Connector , some presence states are automatically set by Outlook (e.g. Out of Office).

 

 

 

 

Things to know about MS-Teams Presence State

 

MS-Teams has presence states which can be set manually (User configured), and some presence states are set automatically (App configured).

 

App configured presence state like

 

Presenting

In a Call

In a Meeting

 

 

are shown in Salesforce, but can not be selected in Salesforce or in MS-Teams.

 

Microsoft Help - complete explanation of presence states.

 

Allow in- and outbound calls to direct extension

 

An inbound call will not be signaled if the presence state shows the icon

 

Do Not Disturb or Presenting

 

If this presence state is set, an outbound call is also not possible.

 

That means that for all other presence states, e.g., In a Call, Busy or Away an inbound call will be signaled.

 

If the system sets Out of Office, you will still get calls signaled. You can manually set a presence state like "Do Not Disturb", which would then show as "Do Not Disturb, Out Of Office"   MS-Teams. In Salesforce, it will only show "Do Not Disturb".

 

Allow inbound calls for queues

See Presence state in queues

 

 

Logout

If you select the presence state Logout in Salesforce, calls from MS-Teams will no longer be signaled in Salesforce. Inbound calls will directly go to the  MS-Teams App, and the answering rules configured in the MS-Teams App will be used without considering the answering rules configured in the <%SOFTPHONE%>.

 

The icon is displayed in the top right corner to indicate, that there is no connection to  MS-Teams.

 

 

 

•Logout is critical if you are away for a long time from your computer. Logout removes the Salesforce connection, and you can use MS-Teams. without the Salesforce integration.

•After logout, missed calls are no longer protocoled in Salesforce

 

 

The presence state is configured in the Call Center - Presence State

The presence state is not considered for internal calls (MS-Teams user to MS-Teams user)