Emergency Manual Presence Mode allows organizations to keep task routing working when Microsoft Teams presence information is unavailable or unreliable. When enabled on Admin > Tenant > Extensions > Presence Tracking, Nimbus stops syncing presence from Microsoft Teams for that tenant, and users manage their availability directly in Nimbus instead.
✅ Supported Presence Services: Emergency Manual Presence Mode is supported for both the legacy Presence Service and the new Presence Service, and is fully optimized for the new Presence Service.
How it Works
- All users are initially set to Offline.💡Note: When Emergency Manual Presence Mode is enabled, Dashboards and Live View may not immediately update to reflect the new presence source, which can show unusual combinations of states in the UI until the user manually switches their presence.
- Users can manually set their Nimbus presence state — Available or Appear Offline — from a dropdown on the avatar icon, available on My Overview, My Sessions, and Attendant Console.
- Task routing continues to work using the manual Nimbus presence state, together with existing Responsibility Profiles and team-based Active/Inactive settings — unchanged from normal operation.
- Sessions already in progress are not affected by enabling/disabling the mode or by a user changing their manual state.
- A presence dropdown appears in the Portal. 💡Note: Once the tenant setting is enabled, the only indicators of this mode is the new dropdown.
☝ Note: All Nimbus users must manually set themselves to Available after enabling the mode — even if they already consider themselves ready to work. Enabling Emergency Manual Presence Mode does not carry over a user's previous availability. Until a user actively selects Available from the dropdown, they remain non-selectable for tasks, regardless of how they perceive their own status.
✅ Recommended action for Administrators:
- After enabling the mode: Inform all affected service owners and users to make them aware that MS Teams presence will be ignored.
- After disabling the mode: Delays in the automatic presence synchronization with Microsoft may occur. If your Nimbus presence doesn't reflect your actual Microsoft Teams status shortly after disabling. Inform users to use Reset status from your Teams presence dropdown to resolve it.
Presence Visibility Across Nimbus
The manually configured Nimbus presence is reflected in:
- Dashboards
- All Overviews (e.g. My Overview, Services Overview, Live View)
- Apps and Extensions such as Nimbus Assistant, Attendant Console
KNOWN EMERGENCY MANUAL PRESENCE MODE LIMITATIONS
- Dashboards and Live View may show inconsistent states right after enabling the Emergency Manual Presence Mode. When Emergency Manual Presence Mode is enabled, Dashboards and Live View don't always update immediately to reflect the switch to manual presence. This can result in unusual combinations of states appearing in the UI. Until a user manually sets their presence (Available / Appear Offline) via the dropdown, they remain blocked from receiving tasks.
- After disabling the Emergency Manual Presence Mode, delays in the automatic presence synchronization with Microsoft may occur. If your presence doesn't reflect your actual Teams status shortly after disabling, use Reset status from your Teams presence dropdown to resolve it.