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            Monitor and Sync Rep Status

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            Monitor and Sync Rep Status

            To provide reps real-time visibility into their status in their Service Cloud Voice telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.

            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 configure a contact center: Contact Center Admin permission set
            To set up the Connection Status utility:

            Customize Application

            AND

            View Setup and Configuration

            Adding Provider Status to the Connection Status Utility is compatible with Presence Status Sync or Presence Status Mapping. Provider Status isn’t compatible with Omni-Channel Unified Routing.

            Before you begin, make sure the Connection Status utility is added to your app.

            1. From Setup, in the Quick Find box, enter Contact Centers, and select Amazon Contact Centers.
            2. Open your contact center.
            3. Edit your contact center details, select Add telephony provider presence status to Connection Status utility, and then save your changes.
            4. Guide reps to refer to their Connection Status Utility if they are experiencing sustained status mismatch between Omni-Channel and Amazon Connect. Status messages in the Provider Status section provide rep guidance. For more information on how and when to manually sync the Omni-Channel status to the provider status, see a reference of messages and recommendations in Check Connection Status and Address Provider Status Issues.

            See Also

             
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