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            Sync Rep Presence Statuses Automatically

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            Sync Rep Presence Statuses Automatically

            Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony from Amazon Connect
            User Permissions Needed
            To view the Amazon Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

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

            Salesforce Voice Contact Center Admin

            OR

            Salesforce Voice Delegated Contact Center Admin
            To view the Partner Telephony Contact Centers page:

            Customize Application AND Manage Call Centers

            OR

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

            Salesforce Voice Contact Center Admin (Partner Telephony)

            OR

            Salesforce Voice Delegated Contact Center Admin

            While the Presence Status Sync setting is designed for Amazon Connect contact centers only, other telephony partners also support automatic status synchronization. These instructions are for Amazon Connect as the telephony partner. Check with another telephony partner directly for more information.

            After you configure Omni-Channel for Voice, your contact center can sync presence statuses.

            1. From Setup, in the Quick Find box, enter Contact Center, and then select Amazon Contact Centers.
            2. Select the contact center you want to sync reps' presence statuses with.
            3. Click Presence Status Sync and then Save.

            See Also

             
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