State of knowledge

February 2024

ProCall client for Windows

Once a user has received service permission to use the integration in Microsoft Teams and restarted their client, they will notice the new Teams icon in the "My"area. This will also be visible in the action bar of users in favorites or monitor:

"My" area

Action bar

This icon represents the presence or activity from teams by color.

In the tooltip, the status is also displayed in text form.

Example tooltip: Send a chat message to a team participant

Example

In the example, a user who is monitored via the favorites or the monitor is currently in a team call:

  • Teams icon red
  • Channel "Teams" "In call"
Example screenshot – ProCall client with Teams integration: Presence status e.g. with a red Teams icon

Actions

Start Teams client

A left click on the Teams icon  in the "My" area of your own client starts the Teams client via a URL call..

Start chat with Teams user

A left click in the action bar of another user starts a text chat in the Teams client to this user via a URL call.

Call protection: Busy on Busy and Do not disturb presence

"Do not disturb" and "Reject calls when busy" settings can also be used with Microsoft Teams integration.

If, for example, "Cross device Busy on Busy" is activated and you are in a team call, then all devices (softphone, TAPI line, audio/video chat) are provided with call protection. At the same time you can set that "Do not disturb call protection controls presence status". This will also automatically set the "Do not disturb" presence status in ProCall during a Teams call.

Administrative requirement

These settings can also be administratively specified to the users via the profiles in the UCServer administration.

Example screenshot: Settings – Telephony – Call protection – Cross-device Busy on Busy

Manual presence changes initiated by the user via the Teams client have no direct effect on the ProCall presence. These are displayed in the "Integration with Microsoft Teams" icon.
Real-time communication in Teams client, on the other hand, also changes the ProCall presence.

A detailed list of which presence states have which effect can be found here: Which presence states are transferred?

Microsoft Teams client

If the appropriate permissions and settings have been set in the UCServer administration that the integration in Microsoft Teams is used and "setting presence in Teams" is allowed, then real-time communication via ProCall has an effect on the Teams presence or activity.

For example, in a ProCall softphone call, this is displayed in Teams as "Busy in call" with a red presence.

Example screenshot: User Lena Frisch – Status comparison "In call" in Microsoft Teams for ProCall softphone call

Manual presence changes in ProCall client are not passed to Teams. For example, Teams does not support the "Do not disturb" setting.

"Busy on Busy" in Microsoft Teams

Microsoft Teams supports the "Busy on Busy" feature for individual users or an entire client via call policies:

However, there is a restriction when the presence activity "InACall" (in conversation) has been set via the Graph API. Nevertheless, users can be called even if "Busy on Busy" has been enabled.

This is officially confirmed by Microsoft: https://techcommunity.microsoft.com/t5/teams-developer/ms-graph-setpresence-problems/m-p/2798805/highlight/true#M3957

For this reason, it is not possible (as of February 2024) to use "Busy on Busy" in Teams with ProCall Enterprise.


If you have any suggestions as to why we should make changes to the behavior described here, please feel free to open a support ticket with a feature request. We will then check this request and implement it if necessary.

Continue with

Which presence states are transferred?

Further information

ProCall integration in Microsoft Teams

Video tutorial (webinar recording from February 2022) (only in German)


Es gelten die estos guidelines for the support of third-party products – interoperability information and the Datenschutzerklärung für die Enterprise Application "estos ProCall Integration in Teams".

Teams is one of the trademarks owned by Microsoft Corporation and its affiliated companies.