# Troubleshooting Microsoft Teams presence sync with Webex Contact Center Canonical: https://warmtransfer.net/knowledge/wxcc-teams-presence-troubleshooting Last verified: 2026-10-02 Webex Contact Center synchronizes Microsoft Teams presence with Agent Desktop states through the Microsoft Teams connector, and the Teams states available for mapping to idle codes are Do not disturb, On a call, and Presenting[^10][^36]. Sync requires settings at the connector, tenant, and desktop-profile levels, and presence can take up to 40 minutes to start on an agent's first sign-in and up to 12 seconds after that[^44][^53][^25][^46]. ## How presence sync works The Microsoft Teams connector is created in Control Hub under Services > Contact Center > Integrations > Connectors by selecting Set up for Microsoft Teams, authorizing with a Microsoft Azure account, and accepting the requested permissions, after which the connector status shows Active[^9]. Webex Contact Center automatically turns ON the connector's Presence sync toggle when the connector is created[^42]. See also [Setting up the Webex Contact Center integration with Microsoft Teams](https://warmtransfer.net/knowledge/wxcc-teams-integration-setup). When a call is active in Microsoft Teams, presence sync automatically sets the agent's Agent Desktop to the Idle state[^49]. After the Teams call ends, Cisco states the Agent Desktop should transition back to the Available state[^6]. When presence sync changes an agent's state, the Desktop notifies the agent that the state changed to the named state due to state sync with the collaboration tool[^4]. If the last state on the Agent Desktop was set by the agent, a supervisor, RONA, or any other non-presence cause, the next state received from Microsoft Teams is not applied[^35]. See also [Webex Contact Center RONA and agent state handling](https://warmtransfer.net/knowledge/webex-cc-rona-agent-state). The Display user details setting lets agents view the presence of subject matter experts in Microsoft Teams and search them by name, department, and role[^14]. With Display user details enabled, agents can use this lookup when initiating a consult or transfer of calls[^45]. ## Required settings Presence sync depends on all of the following:[^10][^44][^53][^54] - An administrator opens View/Edit details of the Microsoft Teams connector under Contact Center > Tenant Settings > Integrations > Connectors and toggles ON State synchronization in Desktop features[^10]. - The respective State synchronization toggle is enabled in the desktop profile, in addition to the connector-level setting[^44]. - The desktop profile's State synchronisation setting sits under Microsoft Teams/Webex App and synchronizes states between Microsoft Teams or Webex App and the Desktop[^43]. - Microsoft Teams/Webex App is toggled ON at the tenant level, which is required for the desktop profile's State synchronization and Display user details settings to work correctly[^53]. - The connector's Presence sync toggle stays ON, because Cisco states that turning it OFF disrupts the integration and the connector does not function properly[^54]. Cisco lists as a prerequisite that the Microsoft Azure user account has a business phone number defined in E.164 format and a defined job title and department[^55]. ## Diagnosing it - Check the agent's user profile on the Desktop, which displays the connector and presence sync status; agents see a synchronized state only if the administrator has set up the connector and turned on presence sync[^3]. - Confirm the connector status shows Active in Control Hub[^9]. - Confirm the connector's State synchronization toggle, the desktop profile's State synchronization toggle, and the tenant-level Microsoft Teams/Webex App toggle are all ON[^10][^44][^53]. - For a newly signed-in agent, allow up to 40 minutes before treating missing sync as a fault[^25]. - For an agent already syncing, allow up to 12 seconds per change[^46]. - If a Teams state did not apply, check what set the agent's last Desktop state, because a state set by the agent, a supervisor, RONA, or another non-presence cause blocks the next Teams state[^35]. - If the Teams state itself looks wrong, check whether the user is signed in to Teams on multiple devices, because the device where they were most recently active determines their presence[^50]. - For users whose mailbox is hosted on-premises, Microsoft states that Teams presence delays of up to 1 hour are expected[^51]. In Teams, In a call, In a meeting, Presenting, and Focusing are app-configured states, while Do not disturb, Busy, Be right back, Appear away, and Appear offline can be user-configured[^48]. In Microsoft Graph, a presenting user can be returned with availability DoNotDisturb and activity Presenting[^27]. ## Authorization and consent failures Authorizing the connector requires a Microsoft Azure account holding either the Global Administrator or the Privileged Role Administrator role[^5]. Microsoft states that Privileged Role Administrator can grant tenant-wide admin consent for any permission on any API, while Cloud Application Administrator, AI Administrator, and Application Administrator cannot grant Microsoft Graph app roles (application permissions)[^23]. Entra consent errors and settings to check:[^2][^1][^56] - AADSTS90094 means a tenant administrator has set a policy that prevents the user from granting the app the permissions it requests, and an administrator must grant them[^2]. - AADSTS65001 means the user or administrator has not consented to use the named application[^1]. - If the Entra setting User consent for applications is Do not allow user consent, users always receive the Need admin approval message and an admin must perform admin consent[^56]. Tenant-wide admin consent for an app already provisioned in the tenant is granted in the Microsoft Entra admin center under Entra ID > Enterprise apps > All applications > the app > Security > Permissions > Grant admin consent[^24]. The tenant-wide admin consent URL format is `https://login.microsoftonline.com/{organization}/adminconsent?client_id={client-id}`, where organization is the tenant ID or a verified domain[^21]. Failed consents can be investigated in Entra Audit logs filtered by Category ApplicationManagement, Status Failure, and Activity Consent to application, then reviewing the STATUS REASON[^22]. ## Microsoft Graph presence constraints Reading another user's presence through Microsoft Graph Get presence requires Presence.Read.All as the least-privileged application permission (Presence.ReadWrite.All is higher), and Presence.Read as the least-privileged delegated permission[^26]. Graph change-notification subscriptions for Teams presence support only the delegated Presence.Read.All permission, and application permissions are not supported[^30]. A user can create 1 Graph presence subscription per unique application, with a maximum expiration time of 1 hour, renewable before expiry[^28]. A bulk Graph presence subscription can cover at most 650 user IDs[^29]. Graph presence change notifications are listed as available in the global service but not in the government clouds the source lists or in China operated by 21Vianet[^31]. ## Webex App and related Cisco integrations If Microsoft integration is enabled, it must be disabled at the tenant level before Webex App can be used in Webex Contact Center Desktop[^57]. Cisco instructs administrators to deactivate the Microsoft Teams connector before using Webex App in Desktop settings[^11]. Since October 2023 the Webex Calling integration for Microsoft Teams can synchronize presence (In a call, In a meeting, Presenting, Do not disturb) bidirectionally between Microsoft Teams and Webex[^7]. In July 2025 Cisco Call for Microsoft Teams added an option for administrators to use the Presence.ReadWrite delegated permission instead of, or alongside, Presence.ReadWrite.All for its presence sync[^8]. Cisco's Microsoft Teams and Webex Contact Center Telephony Integration article covers skill-based routing over the Microsoft phone system and does not address presence synchronization[^52]. ## Desktop inside Microsoft Teams Cisco documents Webex Contact Center Desktop inside Microsoft Teams as compatible with the stable native app editions of Microsoft Teams on Windows and macOS[^15]. Embedding the Desktop in the web and mobile editions of Microsoft Teams is not supported[^19]. Cisco's documented method is to add a Website tab to a Teams channel with the Webex Contact Center Desktop URL and a tab name[^20]. Cisco states that embedding the Desktop within Microsoft Teams in any other way is not supported[^17]. When the Desktop pop out is open, returning to the channel Desktop tab in Teams initiates a new Desktop sign-in and the pop out displays a Multiple sign-in alert[^41]. See also [Troubleshooting Webex Contact Center Agent Desktop sign-in and station login](https://warmtransfer.net/knowledge/wxcc-agent-login-troubleshooting). Cisco's page notes that starting July 2024 Microsoft planned to phase out the website embed method in Teams, so the Desktop opens in a new browser tab instead of loading inside Teams[^18]. Microsoft announced that starting July 2024 the Website tab in new Teams opens the website link in a new browser tab instead of loading it inside Teams[^40]. Microsoft stated that custom Teams tabs built on the Teams platform continue to work and be supported after the Website tab change[^37]. Microsoft lists 2 causes for a Website tab not loading in the new Teams desktop client: the website prevents being embedded in other sites, or Conditional Access policies are enforced[^38]. Microsoft's workaround is to select Open in browser on the banner to open the site in a browser tab outside Teams[^39]. WarmTransfer's reading of the sources is that on the new Teams client, a Desktop added through Cisco's Website-tab method is expected to open in a browser tab rather than render inside Teams, so an embedded Desktop not loading there is likely expected platform behaviour rather than a Webex fault[^33]. ## Deactivating and deleting the connector The Microsoft Teams connector must be deactivated before it can be deleted, and it can be deactivated and reactivated without deletion[^13]. Deleting the connector removes it from Webex Contact Center but leaves the Microsoft Azure authorization active, so Cisco directs administrators to also delete the enterprise application in Microsoft Azure[^12]. ## Applicability Applies to: Cisco Webex Contact Center, Microsoft Teams, Microsoft Graph, Microsoft Entra ID, and Cisco Call for Microsoft Teams. Deployments: hybrid and multi-tenant. Sources checked 2026-10-02. Cisco states the Microsoft Teams integration is compatible with the next-generation media platform and that, although it may work on other media platforms, Cisco TAC support is exclusive to the next-generation media platform[^47]. Graph presence change notifications are listed as unavailable in the government clouds the source lists and in China operated by 21Vianet[^31]. The Website tab behaviour change applies to new Teams starting July 2024[^40]. Desktop-in-Teams compatibility is documented for the stable native Teams apps on Windows and macOS only[^15][^19]. ## What remains uncertain Whether Webex Contact Center writes agent state back into Teams presence is not covered by the sources below. The attribute used to match a Webex Contact Center agent to a Microsoft Entra user (email, UPN, or another attribute) is not covered by the sources below. Presence sync behaviour while an agent is Connected or in Wrap up on a contact center contact is not covered by the sources below. The text of the table Impact of Microsoft Teams Integration on Presence Sync State in Webex Contact Center is not covered by the sources below. The exact Microsoft Graph permissions requested by the Webex Contact Center Teams connector are not covered by the sources below. The supported way to put Webex Contact Center Desktop inside new Teams, such as a custom tab app or a Cisco-published app, is not covered by the sources below. Connector support for GCC High or DoD Teams tenants is not covered by the sources below. A current Cisco support statement for the Desktop in the new Teams client is not covered by the sources below. ## Sources [^1]: Entra error AADSTS65001 means the user or administrator has not consented to use the named application. Source: [Troubleshoot consent issues in Microsoft Entra ID](https://learn.microsoft.com/en-us/troubleshoot/entra/entra-id/app-integration/troubleshoot-consent-issues), Symptoms. Checked 2026-10-02. [^2]: Entra error AADSTS90094 means a tenant administrator has set a policy that prevents the user from granting the app the permissions it requests, and an administrator must grant them. Source: [Troubleshoot consent issues in Microsoft Entra ID](https://learn.microsoft.com/en-us/troubleshoot/entra/entra-id/app-integration/troubleshoot-consent-issues), Symptoms. Checked 2026-10-02. [^3]: Agents see a synchronized agent state only if the administrator has set up the Microsoft Teams connector and turned on presence sync, and the agent's user profile displays the connector and presence sync status. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Presence sync with Microsoft Teams (agent states article). Checked 2026-10-02. [^4]: When presence sync changes an agent's state, the Desktop notifies the agent that the state changed to the named state due to state sync with the collaboration tool. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Presence sync with Microsoft Teams (agent states article). Checked 2026-10-02. [^5]: Authorizing the Webex Contact Center Microsoft Teams connector requires a Microsoft Azure account holding either the Global Administrator or the Privileged Role Administrator role. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > Before you begin. Checked 2026-10-02. [^6]: After the Microsoft Teams call ends, Cisco states the Agent Desktop should transition back to the Available state. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > state synchronization behaviour. Checked 2026-10-02. [^7]: Since October 2023 the Webex Calling integration for Microsoft Teams can synchronize presence (In a call, In a meeting, Presenting, Do not disturb) bidirectionally between Microsoft Teams and Webex. Source: [What's New in Cisco Call for Microsoft Teams](https://help.webex.com/en-us/article/whwcsx/What's-New-in-Cisco-Call-for-Microsoft-Teams), October 2023 entry. Checked 2026-10-02. [^8]: In July 2025 Cisco Call for Microsoft Teams added an option for administrators to use the Presence.ReadWrite delegated permission instead of, or alongside, Presence.ReadWrite.All for its presence sync. Source: [What's New in Cisco Call for Microsoft Teams](https://help.webex.com/en-us/article/whwcsx/What's-New-in-Cisco-Call-for-Microsoft-Teams), July 2025 entry. Checked 2026-10-02. [^9]: The Microsoft Teams connector is created in Control Hub under Services > Contact Center > Integrations > Connectors by selecting Set up for Microsoft Teams, authorizing with a Microsoft Azure account and accepting the requested permissions, after which the connector status shows Active. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > procedure steps. Checked 2026-10-02. [^10]: To sync presence, the administrator opens View/Edit details of the Microsoft Teams connector under Contact Center > Tenant Settings > Integrations > Connectors and toggles ON State synchronization in Desktop features. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > steps 1-5. Checked 2026-10-02. [^11]: Cisco instructs administrators to deactivate the Microsoft Teams connector before using Webex App in Desktop settings. Source: [Desktop settings for Webex Contact Center](https://help.webex.com/en-us/article/nu0du4c/Desktop-settings-for-Webex-Contact-Center), Manage Webex App. Checked 2026-10-02. [^12]: Deleting the Microsoft Teams connector removes it from Webex Contact Center but leaves the Microsoft Azure authorization active, so Cisco directs administrators to also delete the enterprise application in Microsoft Azure. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Delete Microsoft Teams connector. Checked 2026-10-02. [^13]: The Microsoft Teams connector must be deactivated before it can be deleted, and it can be deactivated and reactivated without deletion. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Deactivate or reactivate Microsoft Teams connector; Delete Microsoft Teams connector. Checked 2026-10-02. [^14]: The Display user details setting lets agents view the presence of subject matter experts in Microsoft Teams and search them by name, department, and role. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), View or edit the details of Microsoft Teams connector. Checked 2026-10-02. [^15]: Cisco documents Webex Contact Center Desktop inside Microsoft Teams as compatible with the stable native app editions of Microsoft Teams on Windows and macOS. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > introduction. Checked 2026-10-02. [^16]: The Cisco embed page (updated 2025-01-14) states the Desktop is not supported in the new version of Microsoft Teams, which it describes as currently in Beta. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > supported editions note. Checked 2026-10-02. [^17]: Cisco states that embedding Webex Contact Center Desktop within Microsoft Teams in any other way than the documented Website tab is not supported. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > note. Checked 2026-10-02. [^18]: Cisco's page notes that starting July 2024 Microsoft planned to phase out the website embed method in Teams, so Webex Contact Center Desktop opens in a new browser tab instead of loading inside Teams. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > Important note. Checked 2026-10-02. [^19]: Embedding Webex Contact Center Desktop in the web and mobile editions of Microsoft Teams is not supported. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > introduction. Checked 2026-10-02. [^20]: Cisco's documented method to embed the Desktop is to add a Website tab to a Teams channel with the Webex Contact Center Desktop URL and a tab name. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > procedure. Checked 2026-10-02. [^21]: The tenant-wide admin consent URL format is https://login.microsoftonline.com/{organization}/adminconsent?client_id={client-id}, where organization is the tenant ID or a verified domain. Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), Construct the URL for granting tenant-wide admin consent. Checked 2026-10-02. [^22]: Failed consents can be investigated in Entra Audit logs filtered by Category ApplicationManagement, Status Failure and Activity Consent to application, then reviewing the STATUS REASON. Source: [Troubleshoot consent issues in Microsoft Entra ID](https://learn.microsoft.com/en-us/troubleshoot/entra/entra-id/app-integration/troubleshoot-consent-issues), More information > Collect Microsoft Entra activity logs. Checked 2026-10-02. [^23]: Privileged Role Administrator can grant tenant-wide admin consent for any permission on any API, while Cloud Application Administrator, AI Administrator and Application Administrator cannot grant Microsoft Graph app roles (application permissions). Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), Prerequisites. Checked 2026-10-02. [^24]: Tenant-wide admin consent for an app already provisioned in the tenant is granted in the Microsoft Entra admin center under Entra ID > Enterprise apps > All applications > the app > Security > Permissions > Grant admin consent. Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), Grant tenant-wide admin consent in Enterprise apps pane. Checked 2026-10-02. [^25]: When an agent signs in for the first time, presence can take up to 40 minutes to start synchronizing between Microsoft Teams and Webex Contact Center. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > note. Checked 2026-10-02. [^26]: Reading another user's presence through Microsoft Graph Get presence requires Presence.Read.All as the least-privileged application permission (Presence.ReadWrite.All higher), and Presence.Read as least-privileged delegated permission. Source: [Get presence - Microsoft Graph v1.0](https://learn.microsoft.com/en-us/graph/api/presence-get?view=graph-rest-1.0), Permissions table. Checked 2026-10-02. [^27]: In Microsoft Graph, a presenting user can be returned with availability DoNotDisturb and activity Presenting, as shown in the Get presence example for another user. Source: [Get presence - Microsoft Graph v1.0](https://learn.microsoft.com/en-us/graph/api/presence-get?view=graph-rest-1.0), Examples > Example 2 response. Checked 2026-10-02. [^28]: A user can create one Graph presence subscription per unique application, with a maximum expiration time of one hour, renewable before expiry. Source: [Get change notifications for presence updates in Microsoft Teams](https://learn.microsoft.com/en-us/graph/changenotifications-for-presence), Supported resources for presence. Checked 2026-10-02. [^29]: A bulk Graph presence subscription can cover at most 650 user IDs. Source: [Get change notifications for presence updates in Microsoft Teams](https://learn.microsoft.com/en-us/graph/changenotifications-for-presence), Subscribe to multiple users' presence. Checked 2026-10-02. [^30]: Microsoft Graph change-notification subscriptions for Teams presence support only the delegated Presence.Read.All permission; application permissions are not supported. Source: [Get change notifications for presence updates in Microsoft Teams](https://learn.microsoft.com/en-us/graph/changenotifications-for-presence), Permissions table. Checked 2026-10-02. [^31]: Graph presence change notifications are listed as available in the global service but not in US Government L4, US Government L5 (DOD), or China operated by 21Vianet. Source: [Get change notifications for presence updates in Microsoft Teams](https://learn.microsoft.com/en-us/graph/changenotifications-for-presence), National cloud deployments table. Checked 2026-10-02. [^32]: The reviewed Webex Contact Center pages document Teams presence being applied to the Agent Desktop but do not document agent states being written back into Teams presence, so 'agent state not reflected in Teams' may be outside documented behaviour (inferred). Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes. Checked 2026-10-02. [^33]: On the new Teams client, Webex Contact Center Desktop added via Cisco's Website-tab method is expected to open in a browser tab rather than render inside Teams, so 'embedded desktop not loading' there is likely expected platform behaviour rather than a Webex fault (inferred). Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Important note (July 2024 phase-out) combined with Microsoft devblog body. Checked 2026-10-02. [^34]: Because only Do not disturb, On a call and Presenting are documented as mappable, Teams states such as Busy, In a meeting or Away probably do not move the agent out of Available, so routing can continue while the agent shows those states in Teams (inferred). Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes. Checked 2026-10-02. [^35]: If the last state on the Agent Desktop was set by the agent, a supervisor, RONA, or any other non-presence cause, the next state received from Microsoft Teams is not applied. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > state synchronization behaviour. Checked 2026-10-02. [^36]: The Microsoft Teams states available for mapping to Webex Contact Center idle codes are Do not disturb, On a call, and Presenting. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes. Checked 2026-10-02. [^37]: Microsoft stated that custom Teams tabs built on the Teams platform continue to work and be supported after the Website tab change. Source: [Upcoming updates to loading websites in Teams tabs](https://devblogs.microsoft.com/microsoft365dev/upcoming-updates-to-loading-websites-in-teams-tabs/), Upcoming updates to loading websites in Teams tabs > developer guidance. Checked 2026-10-02. [^38]: Microsoft lists two causes for a Website tab not loading in the new Teams desktop client: the website prevents being embedded in other sites, or Conditional Access policies are enforced. Source: [A website doesn't load in the new Teams desktop client](https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/tabs/websites-not-loaded-new-teams), Cause. Checked 2026-10-02. [^39]: Microsoft's workaround for a Website tab that does not load in new Teams is to select Open in browser on the banner to open the site in a browser tab outside Teams. Source: [A website doesn't load in the new Teams desktop client](https://learn.microsoft.com/en-us/microsoftteams/troubleshoot/tabs/websites-not-loaded-new-teams), Workaround. Checked 2026-10-02. [^40]: Microsoft announced that starting July 2024 the Website tab in new Teams opens the website link in a new browser tab instead of loading it inside Teams. Source: [Upcoming updates to loading websites in Teams tabs](https://devblogs.microsoft.com/microsoft365dev/upcoming-updates-to-loading-websites-in-teams-tabs/), Upcoming updates to loading websites in Teams tabs > body. Checked 2026-10-02. [^41]: When the Desktop pop out is open, returning to the channel Desktop tab in Teams initiates a new Desktop sign-in and the pop out displays a Multiple sign-in alert. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams > note on pop out. Checked 2026-10-02. [^42]: Webex Contact Center automatically turns ON the Presence sync toggle when the Microsoft Teams connector is created. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > Note on Presence sync toggle. Checked 2026-10-02. [^43]: The desktop profile has a State synchronisation setting under Microsoft Teams/Webex App that synchronizes states between Microsoft Teams or Webex App and the Desktop. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Collaboration settings (Microsoft Teams/Webex App). Checked 2026-10-02. [^44]: In addition to the connector-level setting, the respective State synchronization toggle must be enabled in the desktop profile for presence sync to apply to agents. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > final step. Checked 2026-10-02. [^45]: With Display user details enabled, agents can view Microsoft Teams users' presence and search them by name, department and role when initiating a consult or transfer of calls. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Collaboration settings (Microsoft Teams/Webex App) > Display user details. Checked 2026-10-02. [^46]: After initial synchronization, presence can take up to 12 seconds to synchronize between Microsoft Teams and Webex Contact Center. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > note. Checked 2026-10-02. [^47]: Cisco states the Microsoft Teams integration is compatible with the next-generation media platform and that, although it may work on other media platforms, Cisco TAC support is exclusive to the next-generation media platform. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > note on media platform. Checked 2026-10-02. [^48]: In Teams, In a call, In a meeting, Presenting and Focusing are app-configured states, while Do not disturb, Busy, Be right back, Appear away and Appear offline can be user-configured. Source: [User presence in Teams](https://learn.microsoft.com/en-us/microsoftteams/presence-admins), Presence states in Teams table. Checked 2026-10-02. [^49]: When a call is active in Microsoft Teams, presence synchronization automatically sets the agent's Webex Contact Center Agent Desktop to the Idle state. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes > state synchronization behaviour. Checked 2026-10-02. [^50]: When a user is signed in to Teams on two or more devices, the device where they were most recently active determines their presence. Source: [User presence in Teams](https://learn.microsoft.com/en-us/microsoftteams/presence-admins), Automatic status settings. Checked 2026-10-02. [^51]: Microsoft states that for users whose mailbox is hosted on-premises, Teams presence delays of up to one hour are expected. Source: [User presence in Teams](https://learn.microsoft.com/en-us/microsoftteams/presence-admins), Presence states in Teams > Note. Checked 2026-10-02. [^52]: Cisco's Microsoft Teams and Webex Contact Center Telephony Integration article covers skill-based routing over the Microsoft phone system and does not address presence synchronization. Source: [Microsoft Teams and Webex Contact Center Telephony Integration](https://help.webex.com/en-us/article/nreoevcb/microsoft-teams-and-webex-contact-center-telephony-integration), whole article. Checked 2026-10-02. [^53]: Microsoft Teams/Webex App must be toggled ON at the tenant level for the desktop profile's State synchronization and Display user details settings to work correctly. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Collaboration settings (Microsoft Teams/Webex App) > note. Checked 2026-10-02. [^54]: If an administrator turns the connector's Presence sync toggle OFF, Cisco states the integration is disrupted and the Microsoft Teams connector does not function properly. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > Note on Presence sync toggle. Checked 2026-10-02. [^55]: Cisco lists as a prerequisite that the Microsoft Azure user account has a business phone number defined in E.164 format and a defined job title and department. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams > Before you begin. Checked 2026-10-02. [^56]: If the Entra setting User consent for applications is Do not allow user consent, users always receive the Need admin approval message and an admin must perform admin consent. Source: [Troubleshoot consent issues in Microsoft Entra ID](https://learn.microsoft.com/en-us/troubleshoot/entra/entra-id/app-integration/troubleshoot-consent-issues), Troubleshoot steps > Step 2: Verify if you allow users to consent. Checked 2026-10-02. [^57]: If Microsoft integration is enabled, it must be disabled at the tenant level before Webex App can be used in Webex Contact Center Desktop. Source: [Use Webex App in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n444dol/Use-Webex-App-in-Webex-Contact-Center-Desktop), Synchronize Webex App states with Webex Contact Center idle codes. Checked 2026-10-02.