Manage Presence States in Salesforce

Unaric Voice for Microsoft Teams synchronizes user presence states bidirectionally between Microsoft Teams and Salesforce. Whether a user marks themselves as “Do Not Disturb” in Teams or becomes “Available” in Salesforce.

This real-time sync ensures accurate call routing, minimizes interruptions, and keeps both systems aligned with the user's current status.

Presence states are displayed using familiar icons - such as Available, Away, Do Not Disturb (DND), Busy, In a Meeting, or Out of Office - and can include text labels.

Some states, like Presenting, In a Call, or In a Meeting, are automatically set by Teams or Outlook and cannot be manually selected. These app-driven states are still visible in Salesforce, giving supervisors and teammates accurate context at all times.

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Certain presence states directly affect how Unaric Voice routes calls. If a user is in Do Not Disturb or Presenting, inbound and outbound calls are blocked. Other statessuch as Busy, Away, or In a Call, still allow calls to be signaled, and answering rules apply if the user is unavailable.

For queue-based calls, presence state behavior is also considered to avoid overloading agents or signaling unreachable users.

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When a user selects Logout as their presence state in Salesforce, Unaric Voice for Microsoft Teams stops signaling calls in the SoftPhone.

Instead, all inbound calls are routed through Microsoft Teams directly, based on that user’s Teams settings.

This is especially useful for long breaks or when stepping away from Salesforce while still needing access to Teams. Logout also disables call logging in Salesforce, preserving data accuracy and avoiding duplicate records.

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