How to Enable and Configure Teams Presence for Agents

When Chime is first set up, agents will need to manually set their availability. To automate this, you can configure Chime to use Microsoft Teams presence status instead. This guide walks you through how to enable Teams presence for agents, so their availability updates automatically based on their Teams activity.

Step 1: Enable Teams Presence Feature in Chime

In Admin > Configuration > Features search for the ChimeV5.TeamsPresence feature, and click the Enable button.

Step 2: Add in an Azure App Registration

This stage requires an Azure Admin with the ability to create an app registration.

  • In Azure, navigate to Microsoft Entra ID

  • On the left-side blade menu, click on App registrations

  • Click New registration

  • Name the application, and set the supported account types to Single tenant

  • You do not need to set a Redirect URI for this app registration

  • Click Register, this will create the app registration

  • Next, click on the API permissions menu item on the app registration menu

  • Click the Add a permission button

  • In the menu that opens, click the option for Microsoft Graph

  • Click on Application permissions

  • Search for and select the two permissions: Presence.Read.All and User.ReadBasic.All

  • Click the Add permissions button

  • In the Configured permissions, you should see Presence.Read.All, User.Read (which is added by default) and User.ReadBasic.All

  • Before this app registration can be used, you will need to click the button for Grant admin consent for <your organization>

  • Next, click on the left-side menu option for Certificates & secrets

  • Make sure you are on the Client secrets tab, and click the New client secret button

  • Fill out the Description and Expiration (typically either set it to 2 years or custom), then click Add

  • When the secret populates in the window, record the client secret Value and the Client Secret Expiration Date. You will need this later to configure the presence in Chime Admin area, and if you navigate away from this page, you will no longer be able to record it

  • It is also a good practice to set a reminder notification for when this client secret will expire. If it is not renewed before it expires, the presence service will stop working in Chime

  • The last thing we need for this setup is to ensure we have all of the values needed for the Chime Admin to configure the resource. For that we will need:

    • Display Name: can be found on top left of the Overview tab

    • Directory (tenant) ID: can be found on the Overview tab, left side

    • Application (client) ID: can be found on the Overview tab, left side

    • Please also have recorded Client Secret Value and Client Secret Expiration Date from previous step

Step 3: Wire up Presence Polling in Chime Settings

  • Next as a Chime Admin, navigate to the Admin Dashboard, then Chime Settings > Teams Presence

  • Fill in all of the settings on the settings collected by the Azure admin on the Azure AD App Registration Settings page

    • Display Name

    • Tenant ID

    • Client ID

    • Client Secret

    • Client Secret Expiration Date

  • Once you have filled out all of these settings, click Save

  • After the settings are saved, click the Test Credentials button to validate that the settings are all correct

Step 4: Configure Agents to use Teams Presence Polling

Once the Teams Presence setting is configured, Agents and Managers will need to enable Teams presence integration. Agents can either set this for themselves, or Managers have the option to set the presence settings for them.

Agent

  • As an Agent configuring these settings, you will want to navigate to your Agent Dashboard

  • Click the Settings menu option on the left side of the dashboard

  • In the Agent Settings, click the checkbox for Enable Teams Presence Integration?

  • Click the Save button just below the setting you selected

  • Once you have saved the settings, click on the presence indicator in the top right and verify it now says “Presence synced with Teams”

Manager

  • As the Manager, if you want to configure the Teams presence for your Agents, first navigate to the Manager Dashboard

  • On the left-side menu, click the Manage People option

  • From there, click on the Edit button for the Agent you want to update

  • In the Agent Settings editor, click the checkbox for Enable Teams Presence Integration?

  • Click the Save button just below the setting you selected

  • Once the Agent comes back online, have them check the presence indicator in the top right and verify it now says “Presence synced with Teams”