Manage Status Sync Between Teams & 3CX

Introduction

The presence sync feature lets you manage and update statuses between Microsoft Teams and 3CX. You can set up how statuses are shared and mapped to keep things simple and clear across both platforms.

Functionality

Navigate to Users → M365 → Sync Presence.

Here, you can customize presence settings for Teams to 3CX and/or 3CX to Teams where you can choose which statuses to sync or exclude from synchronization. Choose which direction(s) you wish the synchronization to happen, and the appropriate list becomes available for editing by expanding the "Change Default Presence" line.

  • Teams to 3CX: You can map the statuses sent by MS Teams to specific 3CX profile statuses. When you change a status in the Teams client, the PBX will switch the user to the mapped 3CX status.
  • 3CX to Teams: You can map 3CX statuses to specific MS Teams statuses. Any changes made in 3CX will trigger a status update in Teams to the mapped status.
  • Disabling Sync: For any status, you can choose not to sync by clearing the selection in the dropdown menu using the "x". If no status is selected, switching to that status will not trigger any sync between 3CX and Teams.

Specific Cases

3CX to Teams > On a Call

You can sync the 3CX “On a Call” status with the Teams “In a Call” status. When you make or receive a call in 3CX, the Teams client will show Busy > In a Call.

Teams to 3CX > In a Call

MS only sends the Busy/In a Call status after the call is answered. During the ringing state, no status is sent. This status is only sent if you were on Available before the call. If your MS Teams status is Busy and you make a call, even after the call is answered, Teams will not send the Busy/In a Call status.

Available(Idle)

If you have the Available status on Teams and exit or move the app to the background (mobile), the following occurs:

  • After 5 minutes, MS sends AvailableIdle:Inactive, and the 3CX Web Client switches to Available.
  • After another 5 minutes, MS sends Away:Away, and the Web Client switches to Away.
  • When you reopen the Teams app, MS sends Available:Available, and the Web Client switches back to Available.

Busy(Idle)

If you have the Busy status on Teams and exit or move the app to the background (mobile), the following occurs:

  • After 5 minutes, MS sends BusyIdle:Busy, and the 3CX web client switches to DND.
  • After another 5 minutes, MS sends Offline:Offline, and the web client remains on DND.
  • When you reopen the Teams app, MS sends Busy:Busy, and the web client stays on DND.

Presence notify Offline:Offline

This notification is ignored because it is disabled in the configuration.

Once you wake up the Teams app, we receive from MS a notification for Busy:Busy and the Web Client status stays at DND.

Limitations/Known Issues

  • Setting status temporarily from 3CX will not sync presence to Teams.
  • Custom1 / Custom2 3CX Statuses don’t sync to teams.
  • If you set your 3CX Status to Custom1 / Custom2, changes on Teams will not be reflected on 3CX.
  • Autoswitch status changes will sync to Teams as long as Custom1 / Custom2 statuses are not used in System > Options > Scheduler.
  • Enabling two-way sync (Teams to 3CX and 3CX to Teams) can cause conflicting statuses and a loop between 3CX <> Teams where each one can override the configured status. For example, if you set:
  • 3CX to Teams = Away > Away
  • Teams to 3CX = Away > Do Not Disturb

…this will result in Teams switching to Away and looping back to DND on 3CX. To avoid this, configure both sides to switch to the same status:

  • 3CX to Teams = Away > Away
  • Teams to 3CX = Away > Away
  • Teams > In a Call sync requires Available status sync to work properly. If "Available" is not synced, answering or making a call in Teams will switch the 3CX Web Client to DND but will never switch back to Available after the call ends.
  • Teams to 3CX > Available(Idle) status, even if this status is excluded (dropdown cleared), exiting the Teams client will cause MS to send an Away:Away notification after 10 minutes. As a result, the 3CX status will switch to Away regardless of the sync settings.

See Also

Last Updated

This document was last updated on 04 June 2026

https://www.3cx.com/docs/teams-status-sync/