Presence Based Routing and "Away" Status

As a workaround, you can also set a duration for the desired status you want for your Teams app.

Kindly check on this link for more information:

https://support.microsoft.com/en-us/office/set-...

Thank you

Thanks for this workaround, this will prove helpful in the short-term. I wish there was a way to turn off the automatic change to "Away," or a way for the Presence-based routing to ring on away. Either would work. As would the option to have the mobile app "quiet hours" silence calls. There are so many options that would help our agents get calls, but ONLY when they are actually working.

Agents do not receive calls when on Busy (or Away, it seems) from call queues that have presence-based routing enabled: 

As a workaround, you can also set a duration for the desired status you want for your Teams app.
Kindly check on this link for more information:
https://support.microsoft.com/en-us/office/set-...

Thank you

Hello Meden22,

Good day to you. Thanks for your post in Microsoft community. Users receive calls in all presence states except for Do not disturb.

So regarding your issue, suggest you to please check below suggestions.

1. If you are access Teams app from multiple devices (such as mobile device), please temporary disconnect/disable it and only access Teams client app in your PC and then check the result.
2. Suggest you to check your Teams app is updated with latest version.

• To check this: Open Teams client app > click on your Teams profile picture > navigate to “Check for update” option and select it. It helps to update teams with latest version.

3. Restart Teams application with re-login your account and check if it make any difference.

• Right click Teams from the Icon Tray and select ‘Quit’ or run Task Manager and fully kill the process.

4. Clear Teams cache by follow the below steps:

• Fully exit the Microsoft Teams desktop client by fully kill the Teams process from task manger.
• Go to File Explorer, and type in %appdata%\Microsoft\teams. Once in the directory, you’ll see a few of the following folders:
• From within ‘Application Cache’, go to Cache and delete any of the files in the Cache location.: %appdata%\Microsoft\teams\application cache*cache*
• From within ‘Blob_storage’, delete any files that are located in here if any.: %appdata%\Microsoft\teams*blob*_storage
• From within ‘Cache’, delete all files.: %appdata%\Microsoft\teams*Cache*
• From within ‘databases’, delete all files.: %appdata%\Microsoft\teams*databases*
• From within ‘GPUCache’, delete all files.: %appdata%\Microsoft\teams*GPUcache*
• From within ‘IndexedDB’, delete the .db file.: %appdata%\Microsoft\teams*IndexedDB*
• From within ‘Local Storage’, delete all files. : %appdata%\Microsoft\teams*Local Storage*
• Lastly, from within ‘tmp’, delete any file. : %appdata%\Microsoft\teams*tmp*
• Once finally done clearing, you can now restart Teams from your local desktop and all cache will be cleared from the desktop app.

5. If still same issue persist, please unistall Teams app and use this link to Download Microsoft Teams and check the result.

Regards,

Ankita Vaidya

Hello

My name is Veejay, I'm an Independent Advisor.

Teams status automatically changes to Away when your device is idle.

I suggest to clear your Teams desktop app cache to reset your status:

1. Sign out on Teams > Quit Microsoft Teams by right clicking the icon and select Quit.
2. On your keyboard, Hold Windows key and Press R
3. Cut and paste %appdata%\Microsoft\Teams in the RUN then OK.
4. Delete the contents of the entire folder.
5. Restart Device > Restart Microsoft Teams > Sign In.

Please let me know if you have any questions or concern.
Thank you