Sync your Teams status with CallSprout

Presence sync copies a person's Microsoft Teams status, such as Do Not Disturb, into the Communicator apps on their computer, browser and phone. Coworkers see the right status without anyone setting it twice.

Some labels in your portal or apps may look slightly different from this guide.

The Microsoft Teams integration features described on this page require an active, permitted connection to Microsoft Teams. Availability depends on that system's supported APIs and permissions.

The Teams integration is included on every plan. The status shows in the Communicator apps, which are part of the Communicator apps add-on. CallSprout support connects presence sync and turns it on. Your Microsoft 365 admin does one part in Microsoft first.

How it behaves

• One direction. Teams updates Communicator. Changing a status in Communicator doesn't change Teams.
• One exception. When a person's Teams status is automatic, such as Available or Away from inactivity, placing a call in Communicator makes Teams show Busy. A status someone set by hand, like Be right back, stays as it is.
• Matching. Each person's Teams user principal name has to equal the email address on their extension. Each extension needs its own email address. If two extensions share one, only one of them syncs.
• Size. Sync covers up to several hundred users. Past that, some people may not sync.

Register an app in Microsoft

Your Microsoft 365 admin does this part. Microsoft changes its screens, so follow its current instructions if a name below doesn't match.

1. 1
   Step 1:

   Create the app registration

   In Microsoft Entra ID, open App registrations and choose New registration. Pick any name. Allow accounts in any organizational directory, and add a Web redirect address: use the one CallSprout support gives you.
2. 2
   Step 2:

   Create a client secret

   Under Certificates & secrets, add a new client secret and copy its value right away. Microsoft shows it once. Note when it expires.
3. 3
   Step 3:

   Add permissions

   Under API permissions, add these Microsoft Graph permissions: Presence.Read.All as a delegated permission, and User.Read.All and Presence.ReadWrite.All as application permissions. Then grant admin consent for your organization.
4. 4
   Step 4:

   Copy two IDs

   From the overview page, copy the application (client) ID and the directory (tenant) ID.
5. 5
   Step 5:

   Check each person's email

   In Microsoft, make sure each user's email matches their user principal name.

Send the details to CallSprout support

1. 1
   Step 1:

   Ask how to send the secret

   The client secret works like a password. Ask CallSprout support how to send it safely, rather than pasting it into a regular email.
2. 2
   Step 2:

   Send the IDs and the secret

   Give support the client ID, the tenant ID, the client secret and the date the secret expires.
3. 3
   Step 3:

   Plan the consent step

   Part of the connection needs your Microsoft 365 admin to sign in to Microsoft and accept for your organization. Support arranges that with them.
4. 4
   Step 4:

   Say who should sync

   Tell support whether everyone should sync, or name the people who shouldn't. Support connects the app to your account and turns sync on.

To turn sync on or off for one person later, ask support. A person's own setting wins over the account setting.

Troubleshooting

• A status doesn't show. Check that the email matches the Teams user principal name, that no other extension shares it and that you're under the user limit. Then ask support to check that person's own setting.
• Sync stopped. The client secret may have expired. Create a new one in Microsoft and send it to support the same safe way. Support can also check the integration's status and last error.