Loading
Salesforce now sends email only from verified domains. Read More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Map Your Presence Statuses to Amazon Connect

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Map Your Presence Statuses to Amazon Connect

            Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To view the Amazon Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

            Delegated Contact Center Admin
            To create and manage a contact center:

            Contact Center Admin

            OR

            Delegated Contact Center Admin

            You can map only an existing busy Omni-Channel presence status to an existing custom Amazon Connect agent status. Available Omni-Channel presence statuses are automatically mapped to Amazon Connect agent statuses. You can map a presence status to only one Amazon Connect agent status.

            1. From Setup, in the Quick Find box, enter Amazon Contact Centers, and then select Amazon Contact Centers.
            2. Select the contact center.
            3. Under Presence Status Mapping, click Add.
            4. Select an existing busy Omni-Channel presence status.
            5. Specify an existing custom Amazon Connect agent status.
              • If you added the contact center after the Winter '22 release, select an existing custom Amazon Connect agent status from the list.
              • If you added the contact center before the Winter '22 release, enter the Amazon ARN for the status. To find the ARN, run the AWS CLI command list-agent-statuses.
            6. Save your changes.
             
            Loading
            Salesforce Help | Article