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Log in to NewVoiceMedia. For information about logging in to NewVoiceMedia, see Logging in to the NewVoiceMedia platformVonage Contact Center Admin Portal.
From the NewVoiceMedia homepage, move your mouse pointer over the menu icons on the left of the page.
In the menu that appears, click Salesforce Administration. If you cannot see Salesforce Administration and think you should be able to, contact support. Salesforce Administration appears.In the Omni-channel Configuration section, click Omni-channel Configuration. Omni-channel Configuration appears.
- To retrieve your Salesforce presence statuses, click Fetch Omni-channel configuration. The available presence statuses appear in the Presence Status Configuration section.
In the Presence Status Configuration section, map the Salesforce presence statuses to NewVoiceMedia states. For each Salesforce presence status configure the following fields:
Field name Description ContactWorld State to map to Defines the NewVoiceMedia state that the Salesforce presence status maps to.
Select the specific NewVoiceMedia agent state that corresponds to the Salesforce presence status. NewVoiceMedia changes the agent's state to the specified state when your agent or Salesforce changes your agent's status to the corresponding Salesforce presence status.
If you don't specify a state in the ContactWorld State to map to field, NewVoiceMedia will use the default mapping (Ready).
In the ContactWorld to Salesforce State Mapping section, alongside each NewVoiceMedia status click the corresponding Salesforce presence status in the Salesforce Presence to map to list. You must map Salesforce presence statuses to all major states (or categories) in NewVoiceMedia. Mapping minor states (or sub-categories) is optional.
When your agent or NewVoiceMedia changes your agent's state in ContactPad, NewVoiceMedia updates the agent's presence status in their Salesforce Omni-Channel widget to the mapped presence status. If you do not map a Salesforce presence status to a NewVoiceMedia minor state (or sub-category), NewVoiceMedia uses the major state's (or category's) mapping to determine what to update the agent's presence status to.Note If the revert to last status feature is enabled for your account, NewVoiceMedia may override the presence status you specify for the Ready state. For more information, see Revert to status before interaction.
- Click Save Configuration.
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