The first thing you see after logging into stratus is the team choice. Only by setting yourself "Active" you allow Stratus to forward incoming tasks. This is the "first" Stratus layer of availability.
Important to know
A team administrator may choose to override this activity status for you in the Team Membership details at any time. The activity status toggle is always synchronized with your own "Team Choice" in the "Home" tab.
Here's a small video to introduce you to the team choice feature:
How your Status Affects Call Selection
Provided that you are set to "active" in any of your assigned teams, your Microsoft Teams client status acts as a "second" layer of availability to receive a Stratus service call. If more than one "active" team member is signed in at the same time, the Stratus system will distribute incoming tasks based on your (Microsoft Teams) presence and an internal distribution algorithm. The most simple form of this call distribution is "select longest idle member first" - or "longest idle" for short.
Design Limitation on Microsoft Teams Web Client
The Teams Web Client currently has a known limitation that sends a lot of incorrect status updates especially when refreshing the page in your browser. This has a noticeable impact on how Stratus Team handles Agent presence, availability and reporting features.
Causes and Workarounds
Microsoft treats web-based Teams Clients presence status changes differently and with seemingly lower priority. The effects include:
- User sporadically appearing as offline.
- Spontaneous switch to an erratic presence status which is apparent in logfiles.
- Multiple status updates within only a few seconds, which increases when user is refreshing the Teams chat window within the browser.
→ Until this is resolved by Microsoft we strongly advise to exclusively use a locally installed Teams Client App for all productive users of your organization.
Workflows in relation to your status
It is worth noting that the Workflow Configuration can determine that you are still being considered as "Direct Selectable" even when set to "Away" personally in MS Teams. Any tenant admin can access and live-switch between workflows in the Service Customization. Depending on the workflow selected a presence mapping step can allow the system to react differently to your status.
A possible use case could be that all of your team members working abroad or away from their desk but remain selectable for call forwarding to their mobile phone (but with a prior automated announcement).
Important to know
The workflow set for your team may be configured to ignore certain status levels, e.g. consider you as "available" even when set to busy. This is important to realize, since you can also be in meetings or abroad while still receiving calls.
Team administrators have only limited access to service details and workflows. However they may change settings such as call forwarding. Refer to the Stratus User Roles page for details.
Selectable when Busy
Tenant admins may choose to override certain options of your "Busy" states within Microsoft Teams, opening you up for selection and call distribution. This is explained in further detail within the Customizing Services chapter.
How your presence affects Service Presence Status
Via the "Presence Mapping" feature a tenant admin may configure outwards-facing service availability, based on the amount of "active" and "available" members. Each team member's personal status set within their Teams client will determine the overall service presence. Below are a few examples located within the service service customization view that impact how an overall presence status is determined.
The presence mapping options in the "Activated Teams" view allows for the following outward facing status to be set: Online, Busy, Away and Offline. There are 3 modes which the system uses for incoming task distribution:
- Direct Selectable = At least 1 team member is set to Active in Stratus and Available in teams
- No One Selectable = At least 1 team member is set to Active but their status is Not available. This behavior can be changed so the system also includes "busy" team members. See→ Service Customization
- In-Time Selectable = At least 1 team member is set to Active but in a call or set to Busy
The team status will immediately be updated as your team members change their presence status in their personal Microsoft Teams Client.
Your Personal Calendar and Status
It's not uncommon in daily business that Microsoft Teams presence status is connected to your Exchange calendar or similar meeting organization tools. Stratus uses an internal "Working Hours" calendar which acts independent of outside calendars such as Exchange. This determines the default team presence status layer. The calendars "core" opening hours define when your team may appear as "available" - given that a team member is Online and Selectable. Vice-versa, outside of opening hours or on any holiday, even "active" and "available" team members will not receive incoming calls via the Stratus because the internal team calendar prevents it.
Noteworthy points on Calendars
- Tenant Admins may add new Stratus team calendars, configure them and assign them to activated teams when customizing services.
- Team Admins may inspect the calendar assigned to their specific team and individualize calendars it to their needs if needed, e.g. with specific placeholders or resources.
- Stratus itself does not interfere with your personal presence status in Microsoft Teams Client - and in extension - the presence changes invoked from your personal Exchange / Outlook calendars during meetings.