If your agents use NewVoiceMedia Vonage Contact Center alongside Salesforce's Omni-Channel feature, both NewVoiceMedia Vonage Contact Center and Salesforce can route work to them at the same time. This situation causes a problem for the agent in knowing how to prioritize their incoming work.
To avoid this problem, if enabled for your account, you can integrate NewVoiceMedia Vonage Contact Center with Salesforce Omni-Channel so each system knows the status of the agent in the other.
To integrate NewVoiceMedia Vonage Contact Center with Salesforce Omni-Channel, create mappings between NewVoiceMediabetween Vonage Contact Center's states and Salesforce's presence statuses. When you create your mappings, you can configure the following events:
- When your agent or NewVoiceMedia Vonage Contact Center changes your agent's state in ContactPad, your agent's presence status updates in the Salesforce Omni-Channel widget
- When your agent or Salesforce changes your agent's presence status in your agent's Omni-Channel widget, NewVoiceMedia Vonage Contact Center updates your agent's state in ContactPad
- When your agent logs in to ContactPad, your agent goes into an online presence status in the Salesforce Omni-Channel widget
- When your agent logs out of ContactPad, your agent goes offline in the Salesforce Omni-Channel widget
- When your agent goes offline in Salesforce Omni-Channel, NewVoiceMedia Vonage Contact Center logs the agent out of ContactPad
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When Salesforce assigns a chat to an agent, the agent's state in ContactPad automatically changes to Busy Inbound. When an agent's state in ContactPad is Busy Inbound, NewVoiceMedia Vonage Contact Center will not assign any interactions to the agent even if they are not working on a NewVoiceMedia Vonage Contact Center interaction. |
To create your mappings, perform the following steps:
Log in to NewVoiceMediaVonage Contact Center. For information about logging in to NewVoiceMediaVonage Contact Center, see Logging in to the Vonage Contact Center Admin Portal.
From the NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center states. For each Salesforce presence status configure the following fields:
Field name Description ContactWorld State to map to Defines the NewVoiceMedia Vonage Contact Center state that the Salesforce presence status maps to.
Select the specific NewVoiceMedia Vonage Contact Center agent state that corresponds to the Salesforce presence status. NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center will use the default mapping (Ready).
In the ContactWorld to Salesforce State Mapping section, alongside each NewVoiceMedia Vonage Contact Center 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 NewVoiceMediaVonage Contact Center. Mapping minor states (or sub-categories) is optional.
When your agent or NewVoiceMedia Vonage Contact Center changes your agent's state in ContactPad, NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center minor state (or sub-category), NewVoiceMedia Vonage Contact Center 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 Vonage Contact Center 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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