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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Status codes Automatio...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Status codes Automation on Agent Status in D365 for Inbound Outbound calls

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Posted on by Devashri 8
We have designed the IVR Calling setup using IVR Copilot Studio and the Client Requirement is to to perform Automation when any Inbound call is received to set the custom status code Automatically to "Inbound call (DND)" and once the call is ended, only after 30 seconds the next status of "Available" should be automatically set. Is there any such automation capability to shuffle between different Agent status codes in D365 along with setup of the seconds interval for status switching automation? 
 
Attached the current OOTB status that are present in D365. Please suggest.
agent status.png
Categories:
Dynamics 365 Contact Center
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  • Suggested answer
    Daniyal Khaleel Profile Picture
    Daniyal Khaleel 764 Most Valuable Professional on at
    Use Custom Presence + Power Automate Plugin
    While you can’t directly set presence using Power Automate, you can use Omnichannel for Customer Service SDK /APIs to trigger presence updates.
    Technical approach:
    • Use an Omnichannel Presence API or internal Dataverse entity (msdyn_agentstatus) to define your custom presence (e.g., Inbound call (DND)).
    • Build a server-side plugin or Azure Function triggered by an event:
    • The call start event (from msdyn_ocsession or msdyn_ocsessionsummary) sets the presence → “Inbound call (DND)”.
    • The call end event triggers a timer (Azure Function delay 30 seconds) → sets the presence → “Available”.
    • Entities to watch:
    • msdyn_ocsession → stores active session info (start, end)
    • msdyn_presence → shows current presence of the agent
    • You’ll need a server-side component (plugin or Azure Function) for reliable presence switching.
  • Devashri Profile Picture
    Devashri 8 on at
    Can you give link of API which we can use for setting the presence to inbound call?

    Also, is this API provided by Microsoft?

    As, anything after transfer to agent step does not gets execute, then what will be trigger of server side plug-in?

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