...
Solution: Please repeat the onboarding process but check this before: If you are already signed in with a Microsoft accounts, it is important that you sign out and close all browser windows so that there is no cached login session (copy the onboarding link into the clipboard before). Open a new browser window and paste the onboarding URL from the clipboard into the address bar. Login with the admin account to proceed with the onboarding.
Problem: You get calls in Teams while you are already in a Teams meeting or a Teams call?
Solution: You have to set the “busy on busy” option in Teams Admin Center. Read more here: https://learn.microsoft.com/en-us/MicrosoftTeams/teams-calling-policy
...
Problem: The presence status in Teams does not change at all if you are in a phone call with your PBX.
Solution: Please check the configuration in the Presence Hub Admin portal:
The presence synchronization for this Teams user has to be enabled in the user list.
An PBX endpoint according to this Teams user has to be assigned to the Teams user in the user list.
A service user or service principle that is used for receiving status change notifications from Teams users has to be defined in the Presence Hub Admin portal. Please check this settings in the Admin portal under Configuration
You can check the Event Logs in the Presence Hub Admin portal. You should see the events coming from the PBX and Teams and what status change they trigger.
Sometimes Teams does not show the latest presence status of the user. An update of the GUI can be triggert if you select another page in the Teams client. E.g. select the Calls page. Check if the user status display in Teams has changed.
Problem: The presence status in the PBX client does not change at all if you are in a phone call or meeting in Teams.
Solution: Please check the configuration in the Presence Hub Admin portal:
The presence synchronization for this Teams user has to be enabled in the user list.
An PBX endpoint according to this Teams user has to be assigned to the Teams user in the user list.
A service user or service principle that is used for receiving status change notifications from Teams users has to be defined in the Presence Hub Admin portal. Please check this settings in the Admin portal under Configuration
You can check the Event Logs in the Presence Hub Admin portal. You should see the events coming from the PBX and Teams and what status change they trigger.
Problem: Presence status in Teams changes but only after a long delay.
Solution: Usually the new presence status in Teams is shown within a second after the change. In some circumstances it could take several minutes until the status in Teams was updated. Please check the following
Check for new updates of the MS Teams client. Open the Teams client and click the 3 dots on the upper right corner of the client. Then check for updates and run the update if available.
A user whose mailbox is hosted on an on-premises Exchange server can cause these kind of problems. Please check the Microsoft documentation: https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/exchange-integration/teams-exchange-interaction-issue
Sometimes Teams does not show the latest presence status of the user. An update of the GUI can be triggert if you select another page in the Teams client. E.g. select the Calls page. Check if the user status display in Teams has changed.
Problem: After a call in RingCentral the user presence status in Teams is not set to “available” but remains in status “busy”.
Solution: Probably the RingCentral’s built in presence sync is enabled. RingCentral sets the user status in Teams to “busy” on a CallConnect event right before the Presence Hub sets the status to DND. When the call ends the Presence Hub then resets the DND status and the status falls back to “busy” (status before DND).
Please “undo sync” in the RingCentral admin portal:
...
Problem: The user is set to DND in Teams even though there is no conversation in RingCentral. The presence status remains stuck in DND.
Solution: This could happen if the RingCentral Outlook calendar synchronization is enabled. Please ensure that the users has not activated the calendar synchronization in the Windows 365 or Windows Exchange connection. Check the setting in the RingCentral client: > Settings > Calendar and Contacts > M365 account connection > Manage > DISABLE Calendar checkbox:
...
Problem: The PBX phone client gets still calls even if my status in Teams is “busy”?
Solution: This is by design. A simple “busy” in Teams does not set the PBX status to DND (do not disturb) to suppress calls in the PBX. Reason: If a user has marked an event with "busy" in his calendar without having added another participant, Microsoft sets this user’s availability and activity to "busy" during the time. This does not mean that the user is in a conversation with someone else. Therefore the status in the PBX is not set to DND. Typical use case: A user is expecting a call at an agreed time. To schedule the call, the user sets a reminder in his calendar. If we would set the status to DND in the PBX during this calendar event, the call would not reach the user! Please Note: if the activity status is not “InACall”, “InAMeeting” or “InAConference” the status in the PBX will not set to DND.
...