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            Configure Omni-Channel for Salesforce Voice

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            Configure Omni-Channel for Salesforce Voice

            Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page.

            Required Editions

            This article applies to:

            • Salesforce Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To set up Omni-Channel and to create presence statuses: Customize Application
            To create permission sets: Manage Profiles and Permission Sets
            To assign permission sets: Assign Permission Sets
            1. Clone the Salesforce Voice Contact Center Rep permission set.
              1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
              2. Find the Salesforce Voice Contact Center Rep permission set, and then click Clone.
              3. Enter Salesforce Voice Contact Center Rep (SFDC) as the permission set name.
              4. Save your changes.
            2. Create a presence status so reps can indicate when they’re available for phone calls.
              1. From Setup, in the Quick Find box, enter Presence, and then select Presence Statuses.
              2. Click New.
              3. For Status Name, enter Available.
              4. For Status Options, select Online.
              5. Add the Phone service channel to the Available Channels list.
              6. Save your changes.
                To add more statuses, repeat the steps. For example, you can create a “Busy” presence status.
            3. Assign the presence status to reps so they can indicate when they’re available to accept calls.
              1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
              2. Find the permission set that you cloned.
              3. Click Service Presence Statuses Access.
              4. Click Edit.
              5. In the Available Service Presences list, select the presence status that you created, and then click Add to associate it with permission set.
                Reps who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them.
              6. Save your changes.
            4. Add the Omni-Channel utility to your Lightning Service Console.
              1. From Setup, in the Quick Find box, enter Apps, and then select App Manager.
              2. Click the dropdown next to the Service Console app that you want to add Omni-Channel to, and then click Edit.
              3. Under App Settings, click Utility Items (Desktop Only).
              4. Click Add Utility Item.
              5. In the window, search for Omni-Channel.
              6. Click Omni-Channel.
              7. Click Save, and then exit the App Manager.
            5. Optionally, give reps a set amount of time after a call ends to wrap up their work.
              1. From the Service Channels page in Setup, edit or create a channel based on Voice or Messaging. Alternatively, from the Presence Configurations page in Setup, edit or create configuration.
              The Voice service channel is automatically created when you turn on Voice.
              1. In the After Conversation Work Time section, select Give agents wrap-up time after conversations.
              2. In the Duration (seconds) field (required), enter the number of seconds that reps have to complete their closing work after a conversation. The value must be from 30 to 3,600 seconds.
              3. To let reps extend their ACW time, select Let agent extend timer and add the extension duration in seconds. Also, choose the maximum number of times reps can extend their ACW.
              4. Save your changes.
                Important
                Important Make sure that the After Conversation Work component is added to the Voice Call page layout. Otherwise, reps don’t see the countdown.

            Salesforce Voice is now set up so that Connect reps can log in to Omni-Channel.

             
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