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changes.mady.by.user Helen Griffith

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changes.mady.by.user Dawid Wietrzykowski

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Excerpt

Revert to status before interaction (inbound only)

When you have integrated NewVoiceMedia Vonage Contact Center with Salesforce Omni-Channel presence, when an agent finishes working with an interaction or interactions including any wrap time, NewVoiceMedia Vonage Contact Center changes the agent's Omni-Channel presence status to the status mapped to ContactPad's Ready state. In some situations you may want to override this setting. For example, an agent working on chats only may manually change their presence status in the Omni-Channel widget to Ready for Chats. When the agent finishes working with some chats and NewVoiceMedia Vonage Contact Center changes their state in ContactPad back to Ready, the agent might prefer that NewVoiceMedia Vonage Contact Center reverts their presence status to Ready for Chats instead of the mapped status. 

If the revert to last status feature is enabled for your account, when an agent's ContactPad state returns to Ready after working on one or more interactions, NewVoiceMedia Vonage Contact Center reverts the agent's presence status in the Omni-Channel widget to their pre-interaction status.

Note

If you have set Agent Post Call State to a state other than Ready or Ready (Offline), the revert to last status feature will not work. NewVoiceMedia Vonage Contact Center will update agents' presence statuses to the mapped status regardless of whether agents have changed their presence status manually.


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