Landis Contact Center for Microsoft Teams
  • About
  • Getting Started
  • Setup
    • Organization Settings
    • Set Up Users
    • Set Up Queue
      • Calling Queue
      • Chat Queue
        • Web Chat
    • Set Up IVR
    • Set Up Queue or IVR Resource Account
      • Option 1: Teams Admin Center
      • Option 2: Contact Center (Preview)
    • Set Up Policy Call Recording
    • Set Up Sentiment Analysis
    • Set Up Business Hours Sets
    • Set Up Holiday Hours Sets
    • Set Up Organization Units
    • Set Up Wall boards
    • Set Up Wrap-Up Question Set
    • Set Up Scheduled Reports
    • Set Up Auto Attendant [Teams]
    • Install Teams App
    • Failover Options
  • Daily Usage
    • Agent
      • My Settings
      • Agent Panel
      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
        • Pick Call
        • Listen In
        • Whisper In
      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
    • Live Calls
    • Queue Status
    • Agent Status
    • Wallboards
    • Queue Summary
    • Agent Summary
    • IVR Summary
    • Queue Details
    • Agent Details
    • IVR Details
    • Recordings
    • Abandoned Calls
    • Queue Calls by Hour
    • Agent Timeline
    • Wrap Up Answers
    • Callback Requests
    • Data Collection Records
    • Call Details
  • Administration
    • Call Settings Policies
    • Data Access Policies
    • Data Collection
    • Direct Call Records Groups
    • Organization Units
    • Queue and IVR Access Control
    • Roles
    • Settings
    • Users
    • Webhooks
  • Maintenance
    • Delete Stuck Live Calls
    • Retrieve Stuck Live Calls
    • Delete Stuck Agent Panel Calls
    • Diagnostics
    • Audit Logs
  • Appendix
    • Agent Status Profiles
    • App Service Information
    • Audio Prompts
      • Audio Files
    • Call Popup
    • Event Webhook
    • External Recording/audio prompt Storage
    • Feature States
    • Hang Up
    • Integration Permissions
    • IVR Data Dip Power Automate Flow Configuration
    • JSON IVR Design (deprecated)
    • Languages
    • Microsoft Azure Cognitive Services
    • Presence API Service Account
    • Queue Alerting Type
    • Queue Call Back
    • Queue Priority
    • Queue Routing Type
    • Remove Contact Center
    • Report Options
      • Search
      • Date Range Selector
      • Export to Excel
      • Add Filters
      • Edit Columns
    • Create Resource Account Using PowerShell
    • Skills Based Routing
      • Skill Category
      • User Skills
      • Queue Skills
    • Skype for Business Hybrid
    • Teams API Service Account
    • Teams Presence Based Routing
    • Terms and Conditions
    • Timezone Reference
    • Transfer to PSTN
    • Trial Expiration
  • Definitions
    • [Contact Center] Service
    • [Contact Center] Organization
  • Service Health
    • Current Incidents
    • Incident Reports
  • What's new in Contact Center
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  1. Appendix

Teams Presence Based Routing

Required Prerequisites:

  • Presence API Service account configured. See Presence API Service Account

  • Landis Contact Center - Platform permissions granted. See Integration Permissions

When turned off, calls will be routed to agents regardless of their Teams presence state. When turned on, agents will receive calls only when their Teams presence state is Available.

If Route Callers When Teams Presence Is Busy is selected, agents can also receive calls when their Teams presence state is Busy, In a call, In a conference call, and/or In a meeting.

The Microsoft documentation states that the Teams presence API has an average latency of less than 10 seconds and a maximum latency of 60 seconds.https://learn.microsoft.com/en-us/graph/change-notifications-overview#latency

Last updated 4 months ago

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