Microsoft Teams presence

The Microsoft Teams presence integration keeps a person's availability in step across both systems. When someone is busy in Teams, their VoxaLink extension reflects it; when they're on a call in VoxaLink, Teams shows them as busy. It works in two directions, and each is set up separately.

For presence to map correctly, each person's VoxaLink extension email must match their Microsoft 365 / Teams sign-in — read Before you connect first.

What it does

• Teams → VoxaLink — when a Teams user is on a call or sets a status, the matching VoxaLink extension is set to Do Not Disturb, so BLF keys and the portal show they're unavailable.
• VoxaLink → Teams — an external call ringing or connected pushes a Busy / In a call status to Teams; enabling Do Not Disturb pushes Do Not Disturb to Teams. The status clears when the call ends or DND is switched off.

Before you connect

• Matching emails. Each extension's email must match the user's Microsoft 365 / Teams sign-in (UPN), or presence won't map between the two. Set the extension's email under Directory → the person → Email (Directory).
• A recent platform version — each direction requires one.
• A Teams admin to consent for the Teams → VoxaLink direction.

Set it up in VoxaLink

Teams → VoxaLink (tenant-level):

1. Open Admin → CRM Integrations and find Microsoft Teams presence.
2. Click Configure. In the dialog:
   • Admin Grant — a Teams admin clicks this and approves.
   • Get OAuth Token — click this and authenticate.
3. Click Save.

VoxaLink → Teams (per user):

1. In their VoxaLink settings, the user clicks Pair.
2. They sign in with the matching Teams account to authorise the link.

How it behaves

• Teams → VoxaLink — a Teams call or status sets the matched extension to DND, visible on BLF keys and in the portal.
• VoxaLink → Teams — an external call sets the user to Busy / In a call in Teams, and DND in VoxaLink sets Do Not Disturb in Teams. The status clears automatically when the call ends or DND is turned off.

Limitations

• Only external calls trigger presence updates — internal extension-to-extension calls and star codes don't change presence.
• Version requirement — each direction needs a recent platform version.

Troubleshooting

• Presence doesn't map — the extension's email doesn't match the user's Teams sign-in (UPN). Align them under Directory (Directory).
• Teams status never updates from VoxaLink — confirm the user has clicked Pair and signed in with the matching Teams account.
• VoxaLink DND never reflects Teams — confirm a Teams admin has completed Admin Grant, then re-run Get OAuth Token.
• An internal call didn't change presence — that's expected; only external calls trigger updates.