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When the VCC and Microsoft Teams accounts are linked, and an agent is linked with a Teams user, the agent can see and search other Teams users in ContactPad. The address book contains Teams users both when making a new outbound call and when starting a consult during an existing call.

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For information about Teams user's presence, see User presence in Teams (Microsoft help).

Presence mappings

When a VCC agent has linked their account with a Teams user, their presences are synchronized:

• If the agent's presence changes in VCC, their linked Teams user's presence in Teams is updated.

  Note
  When the agent's VCC presence changes, their Microsoft presence is updated right away. The updated presence is visible to other users who may want to interact with the agent. However, there is currently a delay in displaying the updated presence in the linked user's Teams user interface.

  
  

• If the Team's user's presence changes in Teams, the agent's presence is updated in VCC.

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