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Used in Vonage Contact Center omni-channel solution and Integrating with Salesforce Omni-Channel presence and NewVoiceMedia omni-channel solution

Excerpt
  • When your agent goes offline in Salesforce Omni-Channel, ContactWorld NewVoiceMedia logs the agent out of ContactPad.
    Offline
  • When your agent logs in to ContactPad, your agent's status in the Salesforce Omni-Channel widget changes to 'Ready for cases'.
    Ready for cases
  • When your agent or Salesforce changes your agent's presence status to 'On a call' in their Omni-Channel widget, ContactWorld NewVoiceMedia updates the agent's state in ContactPad to 'Away'.
    On a call
  • When your agent or Salesforce changes your agent's presence status to 'Away from desk (temporary)' in their Omni-Channel widget, ContactWorld NewVoiceMedia updates the agent's state in ContactPad to 'Break'.
    Away from desk
  • When your agent or ContactWorld NewVoiceMedia changes your agent's state in ContactPad to 'Wrap up', the agent's presence status updates in the Salesforce Omni-Channel widget to 'Taking notes'.
    Taking notes
  • When your agent logs out of ContactPad, the agent goes offline in the Salesforce Omni-Channel widget.
    Logged out

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