What’s in this build
Build 3.16.20 is a targeted release that cleans up a small set of issues a handful of customers had been seeing in production. The headline items all relate to presence and agent-state tracking.
Presence polling: tougher response handling
The presence-polling module that talks to Office 365 has been hardened against malformed responses. The symptom on the old behaviour was every agent in a queue suddenly showing as offline after Office 365 returned an unexpected payload — the new parser ignores the bad response and keeps the previously known state, so a transient hiccup no longer empties the queue.
Cleaner exception path on guest disconnect
If a guest disconnected at the exact moment an agent was accepting their chat in Teams, the resulting race could throw an unhandled exception. That path now has explicit handling, so the agent sees a clean “guest left” state instead of a stuck pending invite.
Agent activity counts reset on queue shutdown
When a queue process shuts down, agent activity counts now reset cleanly. Without this, the counter could drift over restarts and eventually misreport an agent’s active chat count, which affected both routing decisions and the dashboard.
Download
Existing customers can pick up 3.16.20 from the usual Chime for Teams download page.
Looking at Chime V5?
If you’re tracking the SaaS rebuild rather than the on-premises product, the latest release notes for the Teams- integrated, AI-powered service desk live at chimev5.com.