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Markus_95's avatar
Markus_95
Brass Contributor
Oct 11, 2022

Teams SIP-Gateway Unified Presence

Hello together,    we are using Microsoft Teams Phone System as one of our calling solutions, however we are also making use of a DECT infrastructure that is connected to Teams via our SBC.  Due...
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Markus_95's avatar
Markus_95
Brass Contributor
Oct 26, 2022

Good morning Thorsten Pickhan,
I have tested it with the DECT base station connected to a default home network, however the issue still persists. 

Could you do me a favor an check the system status on your Poly Rove B4 Base station?
Based on this blog: https://dmunified.com/2022/08/10/register-a-poly-rove-dect-handset-directly-to-microsoft-teams/
The Base station shows a SP1 Service Status for Teams: 

In my environment I do not see any SP Service Status.
Do you have listed them in your environment?


Thanks!


Greets,
Markus

 

JanRo465's avatar
JanRo465
Copper Contributor
Nov 07, 2022
Hello Markus

We are also using a few Poly Rove devices and experience a similar issue.
The presence status of a common area phone user account shows 'offline' when configured on these DECT devices.
The calling fuctionalities are working fine though. When using the phone, the presence status changes to 'busy'. But as soon as the call ends, the status goes back to 'offline'.
The 'offline' status is an issue when the CAP user is assigned to a Call Queue with 'Presence-based routing' enabled.
We are still looking for a way to fix this status issue.
We've already contacted Poly support, but they say we have to contact Microsoft because Microsoft has certified their product.
So now we are waiting on Microsoft's feedback.
It would be greate if there was an option to configure a permanent presence state for CAP users...

I'll keep you posted when we have more news.
  • JanRo465's avatar
    JanRo465
    Copper Contributor
    Nov 21, 2022

    Hi Thorsten Pickhan 

    Hi Markus_95 

     

    Last week I had several conversations with Microsoft Support about this issue and today they confirmed that devices connected through sip gateway are not 'fully compatible'. To be more precise, if there is no teams client installed on the device, none of the teams functions are supported.

    They are now 'investigating' if it's possible to configure the presence state of a user account to be set to always 'available' through PowerShell or whatever because this would solve the issue.

     

    Meanwhile, we've disabled presence-based routing on our CQ.

     

    I'll keep you posted when I have feedback from Microsoft.

     

    Regards,

    Roel

     

    UPDATE:

    Final answer from Microsoft:

    "As promised, here is the document I was referring to during our conversation today. it would require some development in order to automate the presence status - https://learn.microsoft.com/en-us/graph/api/presence-setpresence?view=graph-rest-1.0&tabs=powershell"

  • Thorsten Pickhan's avatar
    Thorsten Pickhan
    MVP
    Nov 16, 2022

    Hi Markus_95 ,

    hi JanRo465 ,

    I asked the Microsoft and they confirmed that presence-based routing for call queues is not supported when the agent is registered by SIP gateway.

  • Thorsten Pickhan's avatar
    Thorsten Pickhan
    MVP
    Nov 16, 2022

    Hi Markus_95 ,

    thanks for your feedback and activity.

    I did some further tests today and I can confirm that the presence status is offline when I only register the DECT handset for a user and there is no active Teams Desktop session in parallel.


    When I use the Poly Rove to dial out, the presence status is changed to "in a call" when the called person answered the call. After the call, the presence status changed back to offline.

     

    Unfortunately, that all leads in my lab environment to the issue that even a normal, direct inbound call is transferred to the voicemail instead of ringing the DECT handset. Because the user is offline for Teams. Very strange. I will check this scenario now with Spectralink.

    When this behavior is normal for SIP gateway devices, it would be useless for real world scenarios.

     

    Update: I had a call forwarding configured for the user, sorry for this. An incoming call is signaled at the Poly Rove DECT handset when calling directly. Even when the user is showing as "offline" in the Teams platform.

    Of course this is still an issue when using Call Queues and enabling presence based routing.

     

     

    And I can report that Status message of my DECT server is "registered" as mentioned in Damien Margaritis blog post.

     

     

  • Markus_95's avatar
    Markus_95
    Brass Contributor
    Nov 15, 2022
    Hello,
    I have also talked to the MC support a couple of weeks now, and they send me the following response:
    "As we had already discussed on your Query with our Technical team related to the issue and they've confirmed that whenever a Device is integrated with Teams SIP Gateway integration and when a call is initiated from the Poly DECT, the presence state will not change in call as the configuration of the SIP Gateway is just an option to work some limited features, but it doesn't completely rely as expected."

    So I think it is quiet weird that it is working fine for Thorsten..

    Greets,
    Markus

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