MS Teams Presence Sync Transitions

Hi @Tenneti Sudheer Kumar

Based on the information you provided, I understand you are building a bidirectional presence synchronization between your telephony platform and Microsoft Teams. You've noticed that while transitioning between Available and Busy works, you cannot set Away or DND, nor can you override a user's manual Teams status back to Available.

In Microsoft Teams, application presence sessions (setPresence) and user-preferred/manual presence (setUserPreferredPresence) are two completely different mechanisms. Here is how the platform architecture handles this and the recommended approach for your telephony integration:

Teams aggregates presence from multiple sources using a strict hierarchy: User-preferred status > Session-level status. Within the session-level hierarchy, the priority order is: DoNotDisturb > Busy > Available > Away.

Available to Busy transitions work because setPresence is designed exactly for session-level changes. You cannot override a manual status on Teams because a user's preferred presence has a higher precedence than your application's session-level presence. If a user manually sets themselves to Away/Busy/DND, your app cannot force them back to Available.

-Recommended API Strategy for Telephony Integration

• For Active Calls: You should use setPresence to publish temporary call states (such as Busy/InACall or Busy/InAConferenceCall). This endpoint sets an application session state that requires your application client ID as the sessionId.

POST /users/{id}/presence/setPresence
Content-Type: application/json
{
  "sessionId": "{application-client-id}",
  "availability": "Busy",
  "activity": "InACall",
  "expirationDuration": "PT1H"
}

When the call ends: Use setPresence to return your application session to Available / Available. Note that this will not override a user-preferred manual state due to the precedence rules.

• For Telephony DND: If DND is meant to represent a real user preference that overrides everything else, you should use setUserPreferredPresence:

POST /users/{id}/presence/setUserPreferredPresence
Content-Type: application/json
{
  "availability": "DoNotDisturb",
  "activity": "DoNotDisturb",
  "expirationDuration": "PT8H"
}

• For Away States: Away / Away is supported by both endpoints. However, because Away has the lowest session-level precedence, if you use setPresence, any other active session (like a desktop client) will win in the aggregated state. If it represents a true user preference, use setUserPreferredPresence.

Please refer the following document:

presence: setUserPreferredPresence

Manage presence state using the Microsoft Graph API

presence: setPresence

Please let me know if you need any further details!

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