Forum Discussion
Common area phone account presence
We have a new non-profit client which needs a front desk phone manned by volunteers. However, they don't always have volunteers and they work remotely only a couple of days at week.
So my plan was to put an CAP first in a Serial routing Call Queue. If there are no volunteers or if it's "virtual office day", it will be marked as Away/Busy/DND, etc and from there the call queue will go down the line of staff members until it reaches voicemail.
From this conversation it's not clear that will be a viable option. Can you please confirm that if that doesn't work, creating a user with calling plan has worked for you?
Thank you!
crosstechy The presence based routing is hit or miss, and mostly miss. It is so unpredictable that we had to stop using it. Some phones stay green until you put them in away, and some go to away every 5 minutes unless you are on a call.
We've actually had so many issues that we decided to move away from Teams for our branch locations. I'm putting in a Skyswitch cloud based phone system with generic sip phones that allow us to do way more things. Teams works great for our corporate employees, but our branches can't field 10 calls at a time using these Teams phones. It just isn't made for this scenario, and it took us a while to realize it.
Hello everyone,
We are currently investigating a similar issue. The reason seems to be the same but the consequence is that calls are routed to voicemail (DID call). The phones are Poly CCX with TSD licenses. We observed this type of message in the phone logs :
"08-27 16:31:10.367 D/SkyLibLogListener( 2026): onTrouterConnectionStateChanged
08-27 16:31:10.367 I/TeamsTrouterListener( 2026): ProcessId: 2026, Thread: CL--1199572624, Trouter disconnected.
08-27 16:31:10.368 I/PresenceManager( 2026): ProcessId: 2026, Thread: CL--1199572624, Trouter Disconnected
08-27 16:31:10.368 I/PresenceManager( 2026): ProcessId: 2026, Thread: CL--1199572624, Cancelling periodic task
08-27 16:31:20.376 I/SurvivabilityService( 2026): ProcessId: 2026, Thread: SurvivabilityThread, Current app state: offline, details: isNetworkAvailable=true, trouterStatus=disconnectedFromCloud, isNetworkAvailableWhenPostActive=true
08-27 16:31:20.796 W/SQLiteConnectionPool( 1756): The connection pool for database '/data/user/0/com.microsoft.teams.ipphone.admin.agent/databases/AriaStorage.db' has been unable to grant a connection to thread 138 (Aria-Helper-thread-1) with flags 0x2 for 6690.1035 seconds.
08-27 16:31:20.796 W/SQLiteConnectionPool( 1756): Connections: 0 active, 1 idle, 0 available."We are continuing our investigations. Any additional information from your side is welcome.
Thank you for your help.
Gérald
We have a similar issue outside of call queues. Our polycom phones (multiple CCX models) seem to go to sleep after about 15 minutes, and they become unreachable whether by Call Queue distributed call or by direct call.
The Teams status is irrelevant as this has happened on phones whith CAP-licenses accounts that had a "green" status, but the phone's sleep seems to coincide with the account going "away".
The fact that a *phone* wouldn't ring when the status is "away" seems quite dumb to me, kind of defeats the purpose of having a physical device. I hope this is not intended behaviour, and I hope we can find a solution to this.
- I have not had any luck with this nor have I heard anything different. We ended up moving away from presence base routing as it was no reliable. One thing we do is if a CAP no longer needs to take calls from the call queue, we set the account status on the phone is to Do not Disturb. Or we take it out of the queue.
Sorry I am not familiar enough with calling plans as we use direct routing.IanG562 MChevalier13 jacobjones Thank you for the reply. This seems like such a great system. It sucks that it's only good in theory. Your feedback is very helpful for me to make decisions!
Greetings crosstechy, et al,
After months of trying to figure this Common Area Phones Teams Presence Status with "Presence-based routing" in the Call Queue turned on, I finally have a fix for this!! It is stupidly simple, and horribly obscure. Here are the steps:
- Log into Teams Admin Center (https://admin.teams.microsoft.com/).
- Go to Teams devices > Phones
- Select the "Configuration profiles" tab. (This is only for Common Area Phones.)
- Create a config profile by clicking the '+ Add' button.
- Set the defaults you want for your Common Area Phones, but make sure that "Advanced calling" is turned on.
- Save your profile.
- To assign the Configuration Profile to a Common Area Phone, you must go back to the "All phones" or "Common area phones" tabs.
- Hover to the left of the common area phone(s) you are wanting to assign the configuration profile to and check the box.
- Select the "Assign configuration" option.
- In the popout menu type the name of the configuration profile.
- In the dropdown menu, select the configuration profile.
- Click the 'Apply' button.
After a few minutes the Configuration Profile will apply to the common area phone(s) and you can now leave the "Presence-based routing" in a Call Queue turned on.
CRAZY simple, right?!?! 😡
I hope this helps everyone!!
Also here are a couple articles that the Microsoft support agent provided me about this issue.
https://learn.microsoft.com/en-us/microsoftteams/set-up-common-area-phones
Microsoft Teams Advanced Calling and Beyond - Microsoft Community Hub
Take care,
MChevalier13
- crosstechy, your Common Area Phone's Presence Status will go into "Away" mode. However, if you always want that phone to ring no matter what, then you need to turn off "Presence-based routing" in the Call Queue. Just be aware that doing this means other users that are part of this Call Queue cannot opt-out (.i.e., stop inbound calls) even if they change their Teams status.
