Set up presence sync in the Teams tenant

What it is for

Someone who is talking on the Cisco phone should not appear as available in Teams, and vice versa. Presence sync aligns presence states between Microsoft Teams and the Cisco world. This chapter describes the setup from the point of view of the Teams tenant: Microsoft Graph permissions, directions, interval and the check in the live history.

There are two operating modes. With Cisco Jabber · IM and Presence, EasyUC reads and publishes itself: a call on the Cisco phone sets the matching Teams user to “In a call”, and available, away and busy states are transferred in both directions. Users are matched by unique full business numbers in +E.164 format.

With Cisco Webex · native Microsoft-Teams-Integration, Cisco transfers presence itself. On request EasyUC sets the Cisco switch, observes both sides and logs the changes. Here users are matched by the exact Microsoft UPN. Presence sync also exists as a separate Presence Sync workspace with profiles that need no SBC; existing Teams tenants appear there as shared profiles.

Prerequisites

Licence module teams for the tenant page. In the EasyUC Manager the Presence Sync module is switched on; it runs a separate service for the synchronisation.
Role EasyUC Teams (ROLE_APP_TEAMS_WORKSPACE) with the sub-permissions TENANTS (ROLE_APP_TEAMS_TENANTS) to read and TENANTS bearbeiten (ROLE_APP_TEAMS_TENANTS_EDIT) to change. In the Presence Sync workspace the separate permissions Presence-Synchronisation und Live-Verlauf (ROLE_APP_PRESENCE_SYNC) and Presence-Synchronisation bearbeiten (ROLE_APP_PRESENCE_SYNC_EDIT) apply.
Graph credentials are stored and tested at the tenant.
Jabber mode: the Entra application has User.Read.All, Presence.Read.All and Presence.ReadWrite.All with tenant-wide admin consent.
Webex mode: the Entra application has User.Read.All and Presence.Read.All. The native Cisco integration needs its own Microsoft consent.
Jabber mode: a CUCM connection that monitors active calls on all devices, and a connected IM and Presence server. The Cisco side is described in the CUCM chapter.
The Teams users carry, in their business phone numbers, the same full number as their CUCM line. Short extensions and duplicate numbers appear as conflicts.

Step by step: Switch on presence sync with Cisco Jabber

Open Teams Tenants, click the tenant and select Presence sync in the tenant bar.
Under Cisco Client beim Kunden (Cisco client at the customer), select Cisco Jabber · IM and Presence.
Check the line Microsoft Graph permissions. It must show Ready.
Check the line Cisco IM and Presence connector. If it shows Not connected, you can already set the directions; a Jabber status is only published once an IM and Presence server is connected.
Under CUCM connection, select the connection. After the name it shows all devices monitored or monitoring incomplete.
Switch on the directions you want: Cisco Jabber → Teams, CUCM-Anrufstatus → Teams (CUCM call status) and Teams → Cisco Jabber.
Under Interval (seconds), enter a value from 5 to 60.
Leave the main switch Enable presence sync off for now and click Save.
Click Dry run. The Dry-run preview shows Mapped users, Active calls, Conflicts, Planned changes and Ignored users. Nothing is written.
If the figures are right, switch on Enable presence sync and click Save.
Click Live-Ansicht öffnen (open live view) and check the history with a test call.

Step by step: Set up Webex mode

Under Cisco Client beim Kunden, select Cisco Webex · native Microsoft-Teams-Integration.
Under Cisco connection, select the connection.
Leave the main switch EasyUC-Monitoring aktivieren (enable EasyUC monitoring) off and click Save.
Click Organisationsweite Cisco Presence-Integration aktivieren (enable organisation-wide Cisco presence integration). This setting applies to the whole Webex organisation.
Open Cisco’s guide through Cisco-Anleitung für Einrichtung und Voraussetzungen öffnen and meet the prerequisites named there in Teams and Control Hub.
Switch on the observation directions Cisco Webex → Teams and Teams → Cisco Webex.
Switch on EasyUC-Monitoring aktivieren and click Save.
Check with Dry run and in the live view.

Step by step: Check the synchronisation in the live history

Select Presence Live in the tenant bar.
Read the status bar: Cisco client with Connector bereit (ready) or Connector nicht bereit (not ready), the two directions and Microsoft Graph eingerichtet (set up).
As a test, change the status of a mapped user or make a call on the Cisco phone.
Watch the Statusverlauf (status history). The view reloads every 5 seconds. Each entry shows time, user, direction, source status before and after, the requested target status and the result.
Filter by Richtung (direction) and Ergebnis (result), or search by name, number, status or message.
Pause halts the view, Ältere Einträge laden (load older entries) fetches older events.

Fields and options

Fields and options
Field / action	Meaning and use
Cisco Client beim Kunden	Cisco Jabber · IM and Presence or Cisco Webex · native Microsoft-Teams-Integration. Determines matching and transfer path.
Enable presence sync / EasyUC-Monitoring aktivieren	Main switch. The integration remains completely inactive until it has been saved. In Webex mode it only controls EasyUC’s observation and log.
Cisco Jabber → Teams	Reads the presence status from Cisco IM and Presence and publishes the supported states in Teams. Needs a reading Cisco presence user on the server.
CUCM-Anrufstatus → Teams	A call on the Cisco phone sets the matching Teams user to “In a call”. Ringing alone does not set a call status. Jabber mode only.
Teams → Cisco Jabber	Transfers available, away and busy states as well as calls and meetings through Cisco IM and Presence. States that cannot be transferred safely, such as “Do not disturb”, appear in the log with a reason.
CUCM connection / Cisco connection	Connection whose devices and users are synchronised. Mandatory before switching on.
Interval (seconds)	Interval of the synchronisation runs per tenant. Allowed: 5 to 60 seconds.
Key figures	Mapped users, Active calls, Conflicts and Last check.
Dry run	Calculates the synchronisation without writing vendor states or log entries.
Sync Now	Starts a synchronisation immediately. Changed settings must be saved first.
Organisationsweite Cisco Presence-Integration	Webex mode only. Switches synchronisation in the Webex organisation on or off. Switching off EasyUC monitoring does not change this switch.

Check the result and narrow down errors

Success: the header of the section shows Synchronisation aktiv (Webex: Monitoring aktiv), Last check keeps advancing, and entries with the result Erfolgreich (successful) appear in Presence Live.
„Der Worker hat noch keinen Abgleich gemeldet.“ or „Der letzte Worker-Abgleich ist veraltet. Hintergrunddienst und Verbindungen prüfen.“ The presence service is not running. Check it in the EasyUC Manager. A successful page load does not confirm a running synchronisation.
“Select at least one sync direction.” Switch on a direction.
“Select a CUCM connection before enabling presence sync.” Select the connection.
“Presence sync can only be enabled after this CUCM connection monitors active calls on all devices.” Switch on active-call monitoring for all devices at the CUCM connection.
“No CUCM connection with active-call monitoring is available.” Set up the monitoring in the Cisco area first.
“IM&P connector not ready” The IM and Presence server is not yet connected on the EasyUC server.
Microsoft Graph permissions Not ready: add Presence.ReadWrite.All and grant admin consent.
Conflicts greater than zero: users without a unique full number. Maintain the business phone number in the directory in +E.164 format.
“Save the changed settings before running the sync.” Click Save first.
In Webex mode, Beobachtet (observed) means that EasyUC has read a source status. It does not confirm that Cisco has transferred the target status.