Forum Discussion
Common area phone account presence
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.
