Architecture for Business Operations
Architecture for Business Operations
Unify Agent Presence Across Microsoft Teams & Dynamics 365 Contact Center — Automatically and Reliably
If your agents appear Available in Dynamics 365 but Busy or DND in Teams, internal operations will never have a truthful picture of who is reachable.
Archibo SyncControl fixes this with enterprise-ready, bi-directional presence synchronization between Microsoft Teams and Dynamics 365 Omnichannel — ensuring the right presence everywhere, all the time.
Contact center presence information in D365 is independent by design, meaning Teams Phone statuses and D365 agent presence often conflict. SyncControl ensures:
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Presence changes in Teams automatically update D365
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Presence changes in D365 automatically update Team
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Workloads, routing, and availability reflect real behavior
Why SyncControl Matters
Microsoft explicitly recommends synchronizing agent presence across systems to avoid overbooking and conflicting states.
Key Benefits for Your Agents:
Real-Time Presence Consistency
Near-real time bi-directional sync between Teams and D365 presence APIs.
Reduced Missed Calls & Overbooking
No more agents shown available when they’re actually in Teams calls.
Operational Transparency
Every stakeholder — contact center, branches, back office — sees an accurate presence view.
Enterprise-Grade Stability
Event-based sync with robust mappings and logging.
Microsoft-Aligned Architecture
Built on Microsoft Graph Presence and D365 Presence API best practices.
How It Works
1. Teams → D365 Sync:
When an agent’s Teams presence changes (Busy, DND, Available), SyncControl updates the corresponding D365 agent presence.
2. D365 → Teams Sync:
When an agent’s D365 presence changes (due to queue status or work items), SyncControl updates Teams presence.
All changes propagate near real time, avoiding contradictory statuses and improving service levels.
Who Is It For?
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Enterprise Contact Centers using Microsoft Teams Phone + Dynamics 365 Omnichannel
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Organizations migrating from legacy systems to Microsoft stack
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Banks, Financial Services, Public Sector, Multi-branch enterprises
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Teams + D365 deployments where presence accuracy maps to performance and compliance
Security & Compliance
Least-privilege permissions
Tenant-isolated
configuration
Audit logs and traceable events
Designed for regulated environments
Compare With Market Alternatives
While some CCaaS vendors offer Teams presence sync connectors, Archibo SyncControl stands out because:
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Full bi-directional sync (not just Teams → CC)
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Customizable status mapping
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Enterprise-ready audit & compliance support
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Built specifically for Dynamics 365 Contact Center scenarios — not generic UCaaS
Competitors include standalone Teams presence connectors (e.g., Talkdesk Teams Connector), but these focus on UCaaS → CC mappings, not full enterprise presence orchestration.
