> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Presence federation: decode degraded sync states > What each degraded badge on Settings → Presence means — Reconnect required, Retrying, Unrecognised value, or Waiting for first sync — why it happens, the exact fix, and when to escalate. Covers Microsoft Teams, Slack, Webex, Zoom, and calendar sources. # Presence federation: decode degraded sync states Every provider tile on **Settings → Presence** reports the outcome of its last sync as a badge, and a small set of underlying status values drives those badges. This page maps the badge you see to the recorded sync status, its cause, and the exact fix. Setup — connecting a provider or opting in — is on the [Presence federation guide](/guides/presence-federation-settings); this page is the one to open when a tile is degraded. ## Badge to status to fix | Tile badge | Recorded sync status | What happened | Fix | | -------------------------- | ----------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Synced** | `ok` | The last poll connected and read a presence value. | None. | | **Waiting for first sync** | `null` (no sync recorded yet) | The source is on, but it has not completed its first poll — or none has succeeded yet. | Give it about a minute after you flip the switch. If it never resolves, treat it as a silent authorization failure and follow the **Reconnect required** row. | | **Reconnect required** | `auth_error` | The provider refused the request for authorization, or the connection that carried the OAuth grant no longer exists. The token was revoked, the consent was never completed, the grant lost a required scope on the provider side, or the org-level connection was disconnected. | An org admin reconnects the matching integration in **Settings → Integrations**; the tile names which one. Microsoft Teams and Microsoft 365 Calendar both authorize through the **Microsoft 365** connection; Google Calendar through **Google Workspace**. The next sync clears the badge within about a minute. | | **Retrying** | `transient` | The last poll hit a temporary provider or network failure — a rate limit, a 5xx, a timeout — that stayed after the built-in retries. | Nothing. The next poll runs about a minute later, and the badge clears as soon as one succeeds. Escalate only if **Retrying** persists for hours. | | **Unrecognised value** | `unknown_payload` | The provider answered successfully, but returned an availability value we do not map to a status yet — usually a provider-side rollout introducing new presence labels. | No tenant action resolves it; routing falls back gracefully (below). Escalate so support can map the new value; include the tile's provider-reported raw value. | ## What "Reconnect Microsoft 365" means **Reconnect Microsoft 365** is the action the tile suggests when a source that rides the Microsoft 365 grant — Microsoft Teams or Microsoft 365 Calendar — records `auth_error`. The Microsoft 365 connection your org admin authorized in **Settings → Integrations** no longer holds a working OAuth grant: the refresh token was revoked at Microsoft (a password change, an admin consent removal, a conditional-access policy change, and app uninstalls all revoke it), the grant expired, or the admin consent step was never completed. The per-user opt-in switch still says ON — the switch records your choice to federate; the badge records that the underlying authorization failed. The fix is always the same: 1. An **owner or admin** opens **Settings → Integrations**. 2. Open the **Microsoft 365** integration and select **Reconnect** (or **Connect**, if it was removed outright). 3. Complete the Microsoft consent screen with an account that can grant the permission. 4. Back on **Settings → Presence**, the badge flips to **Synced** at the next poll — roughly a minute. Until the reconnection lands, presence sync from Teams and Microsoft 365 Calendar has stopped entirely — tiles show **Reconnect required**, not a stale-but-quiet state. That means **presence has stopped silencing your phone**: inbound calls ring as if the source were off, using whatever status you set yourself in the dashboard header. Re-granting consent when the provider removed a scope (the **Microsoft 365** consent screen lists the permissions; fewer are granted after an admin edits it) follows the identical path — reconnect once, and the full consent screen re-issues every required permission. It is also the identical path for the other providers: Slack, Webex, and Zoom each get the same **Reconnect required** badge when their own grant dies, fixed through the integration the tile names. The org-level reconnection covers every member at once — nobody needs to re-toggle their own switch after the grant is back. ## What never works — avoid these * **Toggling the source off and on for an `auth_error`.** The switch only records your opt-in; it cannot re-issue an OAuth grant. The badge returns on the next poll. * **Removing the source for an `auth_error`.** The **Remove source** control is intentionally hidden while no successful sync exists — there is nothing healthy to remove. Reconnect the integration instead. * **Waiting out a `token_revoked`-class failure.** Revocation at the provider is terminal; no poll heals it. Reconnect. * **Revoking the org's own network access** — no firewall or proxy change on your side heals anything either way: syncs run from Devotel's side through the integration service, not from your browser. ## Graceful fallback: what routing does while a source is degraded Presence federation can only make you appear **busier** — never less busy — and a degraded source stops contributing at all. An `auth_error`, `transient`, or `unknown_payload` source drops out of the merge, so your status falls back to what remains: other healthy sources, and always the status you set yourself in the dashboard header. Routing never treats a broken federation as "unavailable": while a tile reads **Reconnect required** or **Retrying**, calls ring exactly as if that source were off. The catch is that the Busy / Do Not Disturb signal the source was feeding is what you lost — if you relied on Teams or a calendar to silence your phone during meetings, silencing stops until the source recovers. Set Do Not Disturb manually from the dashboard header as an interim; a manual status always wins over federated sources and the recurring schedule. ## When to escalate Escalate to Devotel support when any of these holds: * **Reconnect required** returns within minutes of a clean reconnection — the grant is revoked again immediately, which usually means a provider- side policy (a Microsoft conditional-access rule, an admin app block) we can identify from the recorded error message on the tile. * **Retrying** persists for more than a few hours — the provider is having an extended outage we should confirm and track from the platform side. * **Unrecognised value** — any occurrence. Attach the tile's provider- reported raw value so we can add the mapping. * **Waiting for first sync** never resolves across an hour with the org-level integration confirmed **Connected** — the opt-in row exists but syncs never reach it. * A reconnection completes and the badge still sits on **Reconnect required** for everyone after several polls. Include in the ticket: the tile's provider name, the badge, the "Provider reports" raw value if one is shown, and the time the reconnection completed. ## Cross-references * [Presence federation settings](/guides/presence-federation-settings) — provider setup, the busy/away/DnD behavior matrix, and the org-admin vs per-user split. * [Troubleshooting hub](/reference/troubleshooting-hub) — every other runbook, grouped by the surface it works on. * [Agent presence and aux-code lifecycle](/concepts/agent-presence-lifecycle) — the five-state model dispatch reads before it rings.