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In today’s rapidly evolving workplace, businesses are increasingly relying on a mix of communication platforms to connect employees, customers, and partners. Tools like Microsoft Teams have become essential for collaboration, enabling seamless instant messaging, voice calls, video conferencing, and file sharing in a centralized platform. On the other hand, many businesses continue to use Cisco Call Manager (CUCM) for managing their telephony systems, ensuring high-quality voice communication across their enterprise.

While these two platforms excel in their domains, one common issue that arises in organizations using both is managing user presence and availability status across them. Presence synchronization between communication platforms like Microsoft Teams and Cisco Call Manager can significantly enhance collaboration, ensuring that employees can efficiently coordinate with each other regardless of which system they are using.

Presence information typically refers to a user’s availability status, such as “Available,” “Busy,” or “Do Not Disturb.” This status can be crucial for effective communication in a workplace where users might be working across different systems or applications. For instance, if a user is on a call via Cisco Call Manager, it would be helpful for their presence status in Microsoft Teams to automatically reflect that they are occupied. Likewise, if a user sets themselves to “Do Not Disturb” in Teams, it should ideally update the status in Call Manager as well.

The challenge in achieving this integration arises from the fact that Microsoft Teams and Cisco Call Manager are separate ecosystems, each with its system for managing user availability. Teams relies heavily on its integration with Office 365 and other Microsoft tools, while Cisco Call Manager is focused on providing telephony services and managing voice endpoints within an enterprise network. As a result, getting both systems to share and update presence information in real-time requires careful planning and configuration.

Presence synchronization is especially important for businesses that use both platforms in tandem. Employees may rely on Microsoft Teams for instant messaging and collaboration, but use Cisco Call Manager for their office phone system. In such environments, having mismatched presence information can create confusion, disrupt workflows, and hinder communication. For example, an employee may appear as “Available” in Teams but could be on an important call through Cisco Call Manager. This discrepancy can lead to missed calls, delayed responses, and a lack of coordination among team members.

To solve this, a solution is required to link the presence systems of both platforms. The goal is to ensure that the presence status in Teams and Call Manager is automatically updated based on user activity on either system, ensuring consistent and accurate status across both platforms. This solution enables users to have a unified view of their colleagues’ availability, regardless of which system they are using.

The key to achieving this integration lies in leveraging Webex Connected UC, a tool that bridges the gap between Cisco Call Manager and Webex Control Hub, enabling both systems to communicate with one another. Webex Connected UC facilitates the synchronization of presence information between on-premises Cisco Call Manager systems and cloud-based applications like Microsoft Teams. This integration not only allows for seamless presence updates but also enables additional features such as Webex app auto-provisioning, call quality monitoring, and troubleshooting workflows.

In this series, we will explore how presence synchronization can be achieved between Microsoft Teams and Cisco Call Manager. We will walk you through the necessary steps to configure Webex Connected UC, set up the synchronization between Microsoft Teams and Call Manager, and highlight how this integration enhances communication workflows across platforms.

Setting Up Webex Connected UC for Presence Sync Between Microsoft Teams and Cisco Call Manager

To enable presence synchronization between Microsoft Teams and Cisco Call Manager (CUCM), we first need to configure Webex Connected UC. This tool bridges the gap between on-premises CUCM systems and the Webex Control Hub, enabling seamless communication between your Call Manager infrastructure and cloud-based applications like Microsoft Teams.

Webex Connected UC ensures that presence information from CUCM is synchronized with Microsoft Teams. This synchronization allows your presence status to automatically update based on activities such as being on a call or setting the system to “Do Not Disturb.” Let’s break down the process of setting up Webex Connected UC to enable presence synchronization between Microsoft Teams and CUCM.

Prerequisites

Before setting up Webex Connected UC, there are several prerequisites you need to fulfill:

1. Call Manager (CUCM) Version: You need to be running CUCM version 11.5 or above. The setup process for Webex Connected UC is supported on CUCM versions 12.5SU4 and later. If you’re running an earlier version, you will need to update CUCM to the appropriate version.

2. Webex Tenant: You will need a Webex Tenant to connect your on-premises CUCM to the Webex Control Hub. The Webex Tenant allows you to manage cloud-based services, devices, and user synchronization.

3. Network Requirements: Ensure that your network firewalls and proxies allow access to specific Webex-related URLs, such as:
   • *.ucmgmt.cisco.com

   • *.webex.com

4. These URLs must be accessible to ensure that Webex Connected UC can communicate with Webex Control Hub and synchronize presence data properly.

5. Admin Access to CUCM: You need administrative privileges in both CUCM and Webex Control Hub to make the necessary configuration changes.

6. Microsoft Teams Setup: Before proceeding with presence synchronization, make sure that your Microsoft Teams environment is correctly set up, including the required permissions for integrating Webex Calling.
   

Step 1: Prepare CUCM for Webex Integration

The first task in enabling presence sync is to ensure that your CUCM system is properly configured to integrate with Webex. This involves upgrading CUCM to a supported version and installing any necessary templates or agent configuration files.

1. Upgrade CUCM to Version 15:
   In this case, we are using CUCM version 15, which is compatible with Webex Connected UC. To upgrade your system to CUCM v15:
   • Download the CUCM v15 OVA template from Cisco’s software download site.

   • Import the template into your VMware environment (vSphere) and set the operating system to CentOS 7.

   • Install CUCM v14, back up your current CUCM v14 configuration, and restore it to the newly installed CUCM v15 system.

   • Once the system is restored, change the OS to “Other Linux version 4” and update CUCM to version 15.

2. Activate Webex Connected UC Agent:
   On CUCM version 12.5SU4 and above, the agent COP file (Certificate of Participation) needed to enable Webex Connected UC comes pre-bundled with the CUCM software. For earlier versions, you would need to manually create and upload this file. However, if you’re running CUCM v15, you only need to run a couple of simple CLI commands to activate the agent.
   
   SSH to the CUCM node and enter the following commands:
   • utils ucmgmt organization “organization_id”

   • To find your organization ID, log in to the Webex Control Hub and go to Management > Account. The organization ID will be listed under the Organization Profile section.

3. After entering the command, repeat this process on all nodes in the cluster.
   

Step 2: Onboard CUCM to Webex Control Hub

Once your CUCM system is set up and ready, the next step is to onboard it to the Webex Control Hub. This allows Webex to manage the integration between CUCM and Microsoft Teams.

1. Log in to Webex Control Hub:
   Open a browser and log in to the Webex Control Hub. This is where you will configure and manage cloud services, devices, and user accounts.

2. Enable Webex Connected UC:
   • In the Webex Control Hub, navigate to the UC Management section.

   • Under Connected UC, click on Inventory.

   • You will see a prompt to verify and onboard your CUCM nodes. If any cluster groups require verification, click Resolve next to the cluster group.

3. Verify and Assign Clusters:
   • A page will open showing the cluster name and status. Click on Verify to confirm that the cluster is connected to the Webex Control Hub.

   • If the cluster isn’t available, click Add Cluster Group to manually add it. You’ll need to provide the cluster’s name and a description.

   • After verifying, click Save to complete the process.
     

This integration ensures that the CUCM system is now connected to Webex Control Hub, allowing for the synchronization of presence data between your on-premises phone system and cloud services like Microsoft Teams.

Step 3: Configuring Presence Sync in Webex Control Hub

Once Webex Connected UC is successfully deployed and connected to CUCM, the next step is to enable the presence sync feature within Webex Control Hub.

1. Navigate to Webex Control Hub:
   • In Webex Control Hub, go to the Connected UC section.

   • Under UC Management, click on Inventory and select the cluster you wish to configure.

2. Enable Presence Sync:
   • In the Cluster Details page, click the three dots in the top-right corner and select Service Management.

   • In the Service Management window, locate the Presence Sync Toggle and ensure that it is turned ON. This will enable the synchronization of presence status between CUCM and Microsoft Teams.

   • Click Submit to save the configuration.
     

Step 4: Synchronizing Entra ID Users with Webex Control Hub

For the presence synchronization to function correctly, user identities in Webex Control Hub must align with the identities in your Microsoft Teams environment.

1. Synchronize Entra ID Users:
   • Log in to your Webex Control Hub.

   • Under User Management, synchronize the Entra ID (Microsoft AD) users with Webex. This ensures that the users’ presence information is aligned across both platforms.

2. Add Webex App to Microsoft Teams:
   • Log in to the Microsoft Teams Admin Center and go to Teams Apps.

   • Under Manage Apps, search for Webex Calling and click Allow to enable the app.

   • Click on Webex Calling App, go to the Permissions tab, and grant Admin Consent to the permissions. The necessary permissions include:
     • Read the Presence Information of all users.

     • Write the Presence Information for all users.s

3. This configuration allows Microsoft Teams to access and modify presence status based on activities from CUCM and Webex.
   

Step 5: Verifying Presence Sync Functionality

Once all configurations are complete, it’s time to verify that the presence synchronization is working correctly.

1. Testing Presence Status Updates:
   Place a call using your Cisco Call Manager-registered phone, and check if your Microsoft Teams status updates automatically to “On a Call” or “Busy.” Likewise, if you set your phone to “Do Not Disturb” in CUCM, your Microsoft Teams status should reflect the same.

2. Monitor the Integration:
   Keep an eye on the presence synchronization to ensure it works in real-time. Any changes in CUCM (e.g., being on a call or setting the system to “Do Not Disturb”) should instantly reflect in Teams.
   

If everything is set up correctly, you will now have seamless presence synchronization between Cisco Call Manager and Microsoft Teams, allowing users to be accurately represented in both platforms based on their current activity.

Configuring Presence Sync Between Cisco Call Manager and Microsoft Teams

After successfully setting up Webex Connected UC, the next crucial step is configuring the presence synchronization between Cisco Call Manager and Microsoft Teams. This synchronization ensures that a user’s status in Microsoft Teams automatically reflects their presence status on the Call Manager-registered phone. For example, if a user is on a call through Cisco Call Manager, their Microsoft Teams status will show as “On a Call,” or if they set their phone to “Do Not Disturb,” this status will also reflect in Teams.

In this section, we will guide you through the process of configuring both Cisco Call Manager and Microsoft Teams to work seamlessly with Webex Connected UC for presence synchronization. The goal is to ensure real-time updates to user status across both platforms based on their activity in either system.

Step 1: Verify User Email Consistency

For presence synchronization to function correctly between Microsoft Teams and Cisco Call Manager, user identities must be aligned across both systems. The key factor in this alignment is ensuring that the user’s email address is the same in both systems.

1. Log in to CUCM Administration:
   Start by logging into your Cisco Unified Communications Manager (CUCM) administration portal.

2. Navigate to User Management:
   In the CUCM admin interface, go to User Management and then select End Users.

3. Find or Add End User:
   Either find the user that you want to enable presence sync for or manually add a new user. If the user already exists, click on their name to open their profile.

4. Check the User’s Email Address:
   Ensure that the email address listed in the Email Address field matches the user’s email address in Microsoft Teams. This is critical for presence synchronization, as the system uses the email to correlate the user’s status across platforms.

5. Assign Directory Line to User:
   Once the user’s email address is verified, the next step is to associate the user with a directory line. Go to Device > Phone in the CUCM admin interface, select the phone you want to configure, and scroll down to the Directory Number section. Here, you will associate the directory line with the user by selecting the corresponding user from the drop-down menu.

This step ensures that the user’s email in CUCM matches their Microsoft Teams email, and their directory line is properly configured to enable presence synchronization.

Step 2: Enable Presence Sync in Webex Control Hub

Now that the user details are aligned, we need to ensure that presence synchronization is enabled in the Webex Control Hub. The Control Hub is responsible for managing Webex-related services and devices, including presence synchronization between Webex Calling and Microsoft Teams.

1. Log in to Webex Control Hub:
   Access the Webex Control Hub by logging in with your administrator credentials.

2. Navigate to Connected UC:
   From the dashboard, go to the Services section, and click on Connected UC under the UC Management card.

3. Access Inventory:
   In the Connected UC section, click on Inventory to view the devices and clusters connected to your Webex setup.

4. Enable Presence Sync:
   Find the relevant cluster that contains your CUCM deployment, and click on Details. Then, click the three dots in the top-right corner and select Service Management.

5. Activate Presence Sync:
   In the Service Management window, ensure that the Presence Sync Toggle is turned on. This will enable the synchronization of presence status between CUCM and Microsoft Teams. Click Submit to apply the changes.

Once presence sync is enabled, Webex will start managing the presence updates between CUCM and Teams, allowing user status to be reflected in real-time across both platforms.

Step 3: Synchronize Microsoft Entra ID Users with Webex Control Hub

For the synchronization of presence status to work correctly, users must be consistently identified across both platforms. Microsoft Teams relies on Azure Active Directory (Entra ID) for user identity management, while Webex uses its identity management system.

To ensure both systems are in sync, you need to synchronize users from your Microsoft Entra ID with Webex Control Hub. This step ensures that user profiles, including their presence status, are accurately reflected in both environments.

1. Log in to Webex Control Hub:
   Access the Webex Control Hub again if you haven’t already logged in.

2. Go to User Management:
   Under User Management, you’ll find the option to synchronize users. This allows the Webex system to pull in user information from Microsoft Entra ID.

3. Sync Entra ID Users:
   Follow the process in Webex Control Hub to synchronize your Microsoft Entra ID (Active Directory) with Webex. This will automatically update Webex with the most recent user information from Microsoft Teams, including user emails and display names. This synchronization is crucial to ensuring that the presence information aligns between both platforms.

Step 4: Configure Permissions for Webex Calling in Microsoft Teams

Now that Webex and CUCM are properly integrated, you need to enable Webex Calling within Microsoft Teams to ensure that the presence information is shared correctly between the two systems. This integration will also allow you to make and receive calls through Webex directly from within the Microsoft Teams interface.

1. Log in to Microsoft Teams Admin Center:
   Open the Microsoft Teams Admin Center and sign in with your admin credentials.

2. Manage Apps:
   In the Teams Admin Center, navigate to Teams Apps and click on Manage Apps.

3. Search for Webex Calling:
   In the search box, enter Webex Calling and select the app when it appears in the list.

4. Allow Webex Calling:
   Click Allow to enable the Webex Calling app within your organization’s Teams environment.

5. Grant Permissions:
   After allowing the app, go to the Permissions tab and grant the necessary permissions to ensure the integration works smoothly. The required permissions are:
   • Read the Presence Information of all users.

   • Write the Presence Information for all users.s

6. These permissions allow the Webex app to access and update presence status based on user activity in both CUCM and Microsoft Teams.

Step 5: Verifying Presence Sync Functionality

With all the configurations in place, it’s time to test the presence synchronization between Cisco Call Manager and Microsoft Teams.

1. Test Call Activity:
   Place a call using your Cisco Call Manager-registered phone, and verify if your Microsoft Teams status updates automatically to “On a Call” or “Busy.” If the status is updating correctly, it means that presence synchronization is functioning as expected.

2. Test Do Not Disturb:
   Set your phone to Do Not Disturb mode in CUCM and check if your Microsoft Teams status reflects this change. If the status shows as “Do Not Disturb” in Teams as well, the synchronization is working properly.

3. Monitor for Real-Time Updates:
   Ensure that the changes are reflected in real-time. Any updates made in CUCM (such as being on a call or setting the system to Do Not Disturb) should immediately update your Microsoft Teams status.

If everything is configured correctly, you will now have seamless presence synchronization between Cisco Call Manager and Microsoft Teams. This integration ensures that employees using both systems can accurately communicate their availability without the need to manually update their status in each platform.

Finalizing the Integration and Ensuring Consistent Presence Sync

With the presence synchronization between Microsoft Teams and Cisco Call Manager configured, it’s time to fine-tune the integration and ensure that everything works seamlessly for all users in your organization. Presence synchronization allows users to have consistent availability status across both platforms, enabling more efficient communication and reducing the chances of missed or delayed interactions. The goal now is to ensure that the presence sync continues to function smoothly as part of the organization’s workflow.

In this series, we’ll explore the final steps to verify the integration and how to troubleshoot common issues. We will also discuss best practices to ensure that the presence sync remains reliable over time and how to handle updates or modifications to your existing system.

Step 1: Test the Full Workflow

Once all configurations are complete, it’s important to thoroughly test the entire system to ensure that presence synchronization works consistently across Microsoft Teams and Cisco Call Manager. Testing the full workflow will help identify any potential issues and allow you to resolve them before the system is fully implemented for all users.

1. Testing Different Statuses:
   To verify that presence sync is working correctly, simulate various scenarios and check if the presence status updates in real-time across both platforms. Some scenarios to test include:
   • On a Call: Make a call using your Cisco Call Manager-registered phone and verify that your Microsoft Teams status changes to “On a Call” or “Busy.”

   • Do Not Disturb: Set your Cisco phone to Do Not Disturb mode and confirm that your Microsoft Teams status also reflects this.

   • Available: After ending the call or disabling Do Not Disturb mode, check if the status in Microsoft Teams switches back to “Available.”

   • Out of Office: If your organization uses this status, test whether it syncs across platforms when set in either Cisco Call Manager or Microsoft Teams.

2. Check for Real-Time Updates:
   Make sure that the presence information updates in real-time. If you set your status to Do Not Disturb or make a call in one system, you should see the change reflected in the other system almost immediately. Presence synchronization should be seamless, without requiring any manual updates in either platform.

3. Testing Across Multiple Devices:
   Ensure that the presence sync works not just on your desktop but across various devices, including mobile devices running Microsoft Teams. This will ensure consistency regardless of where the user is accessing the system.

4. Check for User-Specific Issues:
   Test with different user profiles, especially those with varying permission levels and roles. For instance, if some users are using Webex Calling or other Cisco telephony features, ensure that their presence updates correctly across both systems as well.

Step 2: Troubleshoot Common Issues

Even with proper setup, there may be a few issues that arise with presence synchronization. Some of the most common problems include:

1. Presence Status Not Syncing:
   If the presence status isn’t syncing as expected, the first step is to check the email consistency across CUCM and Microsoft Teams for the affected user. If the email addresses don’t match, presence synchronization won’t work. Ensure that both platforms are correctly aligned with the same user data.
   
   Additionally, verify that the Presence Sync Toggle in Webex Control Hub is still enabled and that the synchronization service is running correctly. A misconfiguration in either system could cause presence updates to fail.

2. Presence Delays:
   Sometimes, presence updates may not reflect immediately. This can be due to network latency, especially if the synchronization is being done between on-premises systems and cloud services. If delays are occurring, ensure that network settings, firewall rules, and proxies are configured to allow seamless communication between CUCM, Webex, and Microsoft Teams.

3. Multiple Devices Showing Different Statuses:
   If a user’s presence status shows inconsistencies across different devices, such as desktop versus mobile, this could indicate that the synchronization is not updating correctly on all endpoints. Ensure that both CUCM and Teams are properly synchronized with Webex Control Hub and that the user’s status updates reflect in both environments. It may also be helpful to sign the user out of all devices and sign back in to force a refresh of the status data.

4. Webex Calling and Teams Presence:
   If you are using Webex Calling within Microsoft Teams and the presence sync is not working between Teams and CUCM, verify the Webex Calling integration in the Microsoft Teams admin center. Ensure that the Webex Calling app is properly allowed, and the required permissions for reading and writing presence information are granted.

5. User-Specific Issues:
   If only certain users experience problems with presence synchronization, review their configuration and ensure that their email address and other account settings match between CUCM and Webex Control Hub. Misaligned user profiles can lead to inconsistent presence behavior.

Step 3: Monitor and Maintain the Integration

Once presence sync is working correctly, it’s important to regularly monitor and maintain the system to ensure that everything continues to run smoothly. Here are some best practices for ongoing maintenance:

1. Regular System Audits:
   Perform periodic audits of your CUCM and Microsoft Teams environments to ensure that everything is configured correctly. This includes checking user accounts, email consistency, and integration settings. Regular audits help identify any potential issues before they impact the users.

2. Monitoring Presence Sync in Real-Time:
   Use Webex Control Hub’s monitoring tools to track the real-time status of your integration. The Control Hub provides visibility into the health of your connection between Webex and CUCM, as well as any sync issues that may arise. This can help you quickly identify if the presence synchronization service is working correctly.

3. Keeping Software Updated:
   Ensure that both your CUCM and Microsoft Teams platforms are up to date with the latest versions and patches. This includes Webex Connected UC and any related software components. Regular updates are necessary for maintaining compatibility between the systems and ensuring that the presence sync continues to function as expected.

4. Training Users:
   Train users on the expected behavior of presence sync and how it affects their status in both systems. Ensuring that users understand how to set and update their presence will help prevent confusion or frustration, especially if there is any delay or discrepancy in status updates.

5. Backup and Recovery:
   As with any critical system, make sure to implement a backup strategy for your CUCM and Webex Control Hub configurations. In the event of a system failure or error, having a reliable backup and recovery plan will allow you to restore the presence synchronization settings quickly.

6. Test New Integrations and Updates:
   If you plan to introduce new integrations or make updates to your existing systems, test the presence sync functionality to ensure compatibility. Any change in your telephony or collaboration setup could potentially impact the integration, so testing is critical to maintaining consistency.

Step 4: Best Practices for Presence Sync in a Multi-Platform Environment

If your organization is using multiple collaboration tools, such as Webex, Microsoft Teams, and Cisco Call Manager, it’s essential to adopt best practices for managing presence sync across all platforms. Here are some strategies for handling multiple communication systems cohesively and efficiently:

1. Centralized User Management:
   Using a centralized identity management system, such as Microsoft Entra ID (Active Directory), can help maintain consistency across all systems. Synchronize user information and presence settings to ensure that every platform has up-to-date data.

2. Cross-Platform Communication Training:
   Train employees to understand how presence sync works across different platforms. For instance, if an employee uses Webex and Teams interchangeably, they should be aware that setting their status in one system will automatically update their status in the other system.

3. Clear Communication with IT Support:
   Ensure that your IT support team is aware of the integrated systems and is capable of troubleshooting issues with presence synchronization. Having a clear understanding of the integration setup will allow the support team to address user concerns promptly.

4. Set Expectations for Sync Frequency:
   Make sure users understand that while the presence sync is designed to work in real-time, some slight delays may occur depending on system load or network conditions. Setting the right expectations will prevent confusion if presence updates are not instantaneous.

Achieving seamless presence synchronization between Cisco Call Manager and Microsoft Teams is a powerful way to enhance collaboration and communication across platforms. By following the steps outlined in this guide, you can ensure that users’ availability statuses are accurately reflected in both systems, regardless of which platform they are using at any given time.

The process involves careful configuration of CUCM, Webex Control Hub, and Microsoft Teams, as well as ongoing monitoring and troubleshooting to ensure that the system runs smoothly. By implementing best practices for system maintenance, testing, and user training, you can maintain a reliable and consistent presence synchronization, improving efficiency and communication within your organization.

With presence sync fully integrated, employees can work more seamlessly across communication platforms, improving collaboration, reducing confusion, and enhancing overall productivity.

Final Thoughts

The integration of presence synchronization between Cisco Call Manager and Microsoft Teams is a powerful tool for improving workplace collaboration and communication. By ensuring that users’ availability is consistently reflected across both platforms, this synchronization removes the need for employees to manually update their status or worry about conflicting information in different systems. With this feature in place, employees can seamlessly transition between using their desk phones, Webex, and Teams without disrupting the flow of communication, fostering a more efficient and cohesive work environment.

While setting up presence synchronization requires several configuration steps and a solid understanding of both CUCM and Microsoft Teams, the results are well worth the effort. Webex Connected UC serves as a vital bridge between on-premises Cisco Call Manager systems and cloud-based applications like Teams, ensuring that presence updates occur in real time across platforms. It’s clear that, when properly implemented, presence synchronization offers a seamless experience that enhances user productivity and minimizes the potential for communication errors.

Throughout the setup process, it’s crucial to pay attention to small details such as ensuring email consistency between platforms, activating the correct features in Webex Control Hub, and configuring the appropriate permissions in Microsoft Teams. These small but vital steps ensure that the integration works as intended and that your employees’ availability status is accurately reflected in both systems.

However, just as important as the setup is the ongoing maintenance and monitoring of the integration. By conducting regular tests, monitoring the system’s performance, and staying up to date with software updates, you can ensure that presence synchronization remains reliable and effective. Additionally, training your team to understand the nuances of this integration can help prevent confusion and enable them to make the most of the feature.

Ultimately, presence synchronization between CUCM and Microsoft Teams helps eliminate the frustrations that can arise when users have to juggle multiple communication systems with differing availability statuses. This integration simplifies collaboration, increases operational efficiency, and enhances the overall user experience, which in turn leads to better customer interactions, smoother internal communications, and a more productive work environment.

As more businesses embrace hybrid and remote work, having tools that streamline communication and keep teams connected—no matter where they are—is essential. With the proper configuration and ongoing management, presence synchronization will be an invaluable tool in helping teams stay aligned and productive, no matter which communication platform they use.