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IanG562's avatar
IanG562
Brass Contributor
Jan 08, 2024

Common area phone account presence

Hello Everyone,   I have a few CAP accounts setup and only have them logged into Yealink MP54s.  Most of them I notice the account status on the phone is Available (Green).  However, I have a few t...
calling
microsoft teams
crosstechy's avatar
crosstechy
Copper Contributor
Aug 02, 2024
Do you know if there has been any update on this?
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!
IanG562's avatar
IanG562
Brass Contributor
Aug 05, 2024
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.
  • crosstechy's avatar
    crosstechy
    Copper Contributor
    Aug 28, 2024

    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!

    • MChevalier13's avatar
      MChevalier13
      Copper Contributor
      Sep 12, 2024

      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:

      1. Log into Teams Admin Center (https://admin.teams.microsoft.com/).
      2. Go to Teams devices > Phones
      3. Select the "Configuration profiles" tab. (This is only for Common Area Phones.)
        1. Create a config profile by clicking the '+ Add' button.
        2. Set the defaults you want for your Common Area Phones, but make sure that "Advanced calling" is turned on. 
        3. Save your profile.
      4. To assign the Configuration Profile to a Common Area Phone, you must go back to the "All phones" or "Common area phones" tabs.
        1. Hover to the left of the common area phone(s) you are wanting to assign the configuration profile to and check the box.
        2. Select the "Assign configuration" option.
        3. In the popout menu type the name of the configuration profile.
        4. In the dropdown menu, select the configuration profile.
        5. 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?!?!  ğŸ˜¡

       

      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

       

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