User Presence State

user presence states display your current availability status for contacts in your phone book depending on your presence state, different calling rules will be enforced some ms teams presence states can be set manually, while others are automatically set by the application app configured presence state like presenting , in a call, or in a meeting are shown in salesforce, but can not be selected in salesforce or in ms teams if you are using the unaric voice teams connector service, some presence states are automatically set by outlook (e g out of office) for thorough information on ms teams user presence states, see microsoft's documentation, user presence in teams presence state synchronization the unaric voice integration synchronizes your presence state between salesforce and microsoft teams presence state synchronization takes a few seconds as such, for short calls, you might notice states are not synchronized however, after a short delay, both systems will align automatically if presence states are not in sync, select logout and then set your status to available in the unaric voice softphone to trigger synchronization if you are away for a long time from your computer , logout from the unaric voice softphone or from salesforce otherwise, there can be issues with calls because they would still be signalled in salesforce and handled by the bot presence state icons icon presence state 🟢 available / online 🟡 away ⛔ do not disturb, presenting, focusing 🔴 busy, on a call, ring presence state is disabled, unknown or user does not have an unaric voice licence ❌ logout, offline, offline / outbound possible out of office, available out of office ⭕️ busy out of office available out of office appears as status when out of office is enabled but your ms teams app is open and active c alls signalling i nbound calls will not be signalled if the presence state is ⛔ ( do not disturb, presenting, or focusing) if the system sets ( out of office) , calls will still get signalled you can manually set a presence state like do not disturb , which would then show as do not disturb, out of office in salesforce, it will only show do not disturb incoming calls during an active call if you are already on a call and someone dials your direct extension, you will still receive a notification for the new incoming call the only exceptions are when your microsoft teams presence is set to do not disturb or presenting in those cases, no new incoming call will be signalled the second call will be handled by the answering rules l ogout state you might choose to log out if you are away for a long time from your computer selecting logout removes the salesforce connection, and you can use ms teams without the salesforce integration if you select the logout presence state in salesforce , calls from ms teams will no longer be signalled 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 configured answering rules likewise, a fter logout, missed calls are not protocoled in salesforce the top right corner ❎ icon indicates there is no connection to ms teams the presence state is configured in the call center presence state docid 8hgrvacpkg0zfsxgdrwrz presence state synchronization the presence state can be synchronized f rom salesforce to ms teams and vice versa this is useful to p revent an incoming ms teams call during a phone call and show the ms teams presence state in the live agent dashboard for all users if your telephone system also offers ms teams presence status synchronization (e g swyx, 3cx, webex calling), the presence status can be changed from salesforce to ms teams to the telephone system and is thus always identical presence state synchronization applies to the following connectors tapi goconnect server go integrator and webex calling mirage mia phone 3cx there is a 3 to 7 seconds delay until the presence state update is shown either in the unaric voice softphone or ms teams app presence state in queues the presence state logic for queues depends, if presence based routing is enabled in the queue this is the recommended setting calls will only be signaled if the user is available calls will be signalled in the following presence states available be right back busy busy out of office available out of office offline away out of office direct extension calls will be signalled even if you are on a call