Enable Microsoft Teams User Presence Synchronization

Through the Microsoft Entra ID (Azure Active Directory) integration, Cloud Voice can keep an extension’s presence in step with the Microsoft Teams status of the user who owns it. Enabling this takes two parts: switch the feature on for the whole system, then turn it on and define a mapping for each synced user’s extension.

Note

Presence is the availability status shown next to a user, such as Available, Away, Busy, or In a call. This feature links the Teams presence and the Cloud Voice extension presence so the two stay consistent.

Before you start

Make sure the following are in place:

• Cloud Voice is already connected to Microsoft Entra ID. Which procedure applies depends on your system’s firmware version:
  • 84.22.0.138 or later: Integrate Cloud Voice with Azure Active Directory.
  • Earlier than 84.22.0.138: Integrate Cloud Voice with Azure Active Directory (Legacy).
• You have synchronized users from Microsoft Entra ID to Cloud Voice. Presence synchronization applies only to the extensions created from those synced users.

Step 1. Turn on Teams presence synchronization for the system

1. Sign in to the Cloud Voice management portal and open Integrations > Collaboration.

2. Scroll to the bottom of the page and enable Microsoft Teams User Presence Synchronization.

   

3. Click Save.

Note

This system-wide switch only makes the feature available. Presence does not sync for anyone until you also turn it on per extension in Step 2.

Step 2. Configure synchronization on each extension

1. Go to Extension and Trunk > Extension.

2. Select the checkbox beside each synced user’s extension, then click Edit.

   

3. Open the Features tab and scroll down to the Microsoft Teams User Presence Synchronization section.

   

4. Enable and configure synchronization:

   

   1. Select the Bulk Edit checkbox, then turn on Microsoft Teams User Presence Synchronization.
   2. Choose an option that sets how presence flows between each user’s Teams account and their Cloud Voice extension. The choice controls direction: presence can flow one way (from Teams to the extension, or from the extension to Teams) or both ways. See Result for how the two-way option behaves.
   3. Map each Teams presence state to its corresponding extension presence.

5. Click Save.

Caution

When you edit more than one extension at once, a field is applied to all of the selected extensions only if its Bulk Edit checkbox is ticked. If you turn on the switch but leave Bulk Edit unchecked, the change is ignored and none of the extensions are updated.

Result

Presence changes on either side, the user’s Teams account or their Cloud Voice extension, are now reflected on the other according to the rule you defined.

Note

• With bidirectional synchronization enabled, an extension that moves to Ringing or Busy updates the matching Teams presence, but the reverse does not happen: a change in the user’s Teams presence will not push the extension into Ringing or Busy.
• Users can also adjust their own mapping from the Cloud Voice App (web or desktop) under Preferences > Features > Microsoft Teams User Presence Synchronization.