Common area phone account presence

[IanG562]

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 that keep going to Yellow (Away).

Is there a way to control the presence to keep them as Available?  Or figure out why they keep going Away? 

I have them licensed with the Teams Shared Device license.

I have the phones set to NOT go to sleep.

When the phones go to Away, I can go into the settings and tap a few options, then they go back to Available.  But I can't do that every day.  

These are part of a call queue that has to have Presence Based Routing enabled as it has a mixture of users and common area phones. 

Thanks for any info!

[#2]

Hi @IanG562 

I don't know of a way on the Phones to keep changing the status. But even if the Phone goes into the Away mode they should still be able to receive the call in that presence.

In the Away mode are the Common Area Phones not receiving calls?

With Regards,

Satish U

[#3]

Hi thanks for the reply. Unfortunately no they are not receiving calls in that Away state. This is because I have Presence Based Routing enabled but I need it on as there are other agents who are taking calls from the queue. I was assuming common area phone account would not have a presence status when they are only signed into a phone.

But I must be mistaken. I was just hoping there was a setting on a policy setting I could use to keep them on Available or disable presence.

[#4]

Hello, I am also experiencing the same issue with a similar configuration. Our Audiocodes teams phones are sometimes going away or offline when looking at the call queue, but on the devices they show available. Im looking forward to see if someone has a solution to this issue.

[#5]

We have the same issue with our CAP phones and have been unable to find a solution.

[#6]

Hi @eaadmin 

I could not find a fix either.  I ended up creating new user account and licensing them for Teams.  It does come at a cost but since I did that the phones have stayed Available all the time.

I would be interested in finding out if anyone uses a CAP account that stays Available all the time while only signed into a phone.

[#7]

We just started having the same issue. Has anyone found a solution? We're opening a ticket now, and trying some things. I'll report back if anything works.

[#8]

@IanG562 We have about 20 locations using 4 CAP accounts on YeahLink phones with Presence-based routing. It has been working fine for over a year. Suddenly, two branches started reporting that some phones were no longer ringing. Upon investigation, I realized they were going to "away" automatically. There must be some change recently that caused this new behavior. I'm trying to determine if changing anything in the ip-phone policy will make a difference, and I've opened a ticket about it. I suggest anyone on this thread open a ticket as well, because this seems to be a rare and specific setup issue, and is easily confused with other more general presence issues. 

[#9]

We recently had a ticket opened with Microsoft and a few engineers called us to ask for more info and then they said it was out of scope for Microsoft teams support. We use Audiocodes phones, so we have opened a ticket with them to see where that gets us. Please reply if you find a solution. 🙂

[#10]

I ended up moving off the CAP accounts and using normal user accounts. Which stinks as it comes at a cost. But when our yealink phones are signed in with normal user accounts they stay Available 99% of the time. So far there have been no complaints but it's still early our specific deployment.

I find using a contact center built on Teams to be pretty frustrating. There seems to be quite a few odd issues that come up that affect some users but not others. Then when attempting to troubleshoot it will work some calls, but other calls have issues.

We use Landis Contact Center which is great. But whenever we open a case, they point to MS. Then opening a case with MS takes forever to explain the issues again. Then MS will point to the phone vendor or back to Landis.

My failback plan is to just not use Presence-base routing as it does not seem to be reliable in Teams call queues. We will have to change how we work but hopefully a lot of these odd presence related issues will go away.

I am interested to see what you find.

[#11]

Has anyone found a solution to this yet? We have a few CAP Poly CCX400 phones (4 out of 102) that are experiencing this issue all with the latest FW, Teams Client, and Teams admin agent. 

[#12]

We recently setup Teams Phones for ourselves and one of our clients, and we are seeing this same issue. I have a ticket open with Microsoft Teams Support and they guided me to this help request indicating that this issue might be with the Yealink phones we are using. I have tried to find a PowerShell cmdlet that would allow me to set the CAP accounts Teams Presence status permanently to "Available", but as of yet have not found one that works. i can use the Get-MgCommunicationPresence cmdlet to see the current status of the CAP account.

Connect-MgGraph -Scopes Presence.Read.All,User.Read.All
$TeamsUser = Get-MGUser -Userid email address removed for privacy reasons
Get-MgCommunicationPresence -PresenceId $TeamsUser.Id | Select-Object Activity, Availability

[#13]

@MChevalier13 Thats a good find using Graph/PowerShell.  I never found a fix for this and still see our Yealink phones randomly switch to Away at time.  The only solution that is working for us to moving away from Teams Presence-Based Routing.

From what I understand the MS Teams Presence API is not really reliable when it comes to call queues.  I am even seeing presence sync issues within our MS certified call center solution.  Our users Teams presence will be Available after a call, but the call center solution still shows them as In a Call a few mins after they hang up.  

[#14]

@IanG562, I have noticed the same delay. I'm also seeing a randomly long delay when sending restarts, sign-out, sign-in, configuration, and/or updates to the various phones. Sometimes I have seen a simple restart take a day to process. Currently all of our phones are Yealink, so I cannot speak on any other manufacture's devices.

I find the lack of quick control of the phones, and the fact that Microsoft keeps deprecating PowerShell cmdlets, very frustrating.

I found out from the case I have open that the Get-MgCommunicationPresence is in beta and there is no Set-MgCommunicationPresence at this time. SO, turning off the Teams Presence-Based Routing in the Call Queues is the only thing working for us as well, but this may cause an issue, if someone is on vacation and does not want to receive calls from a call queue, as we would have to remove that user from the call queue while they are on vacation, then add them back.

[#15]

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!

[#16]

@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.

[#17]

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.

[#18]

@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. 

[#19]

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

[#20]

@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!