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| Note |
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| You can optionally configure changing an agent's state in ContactPad to Busy Inbound whenever the agent's presence status in the Omni-Channel widget is updated to a busy status. When an agent's state in ContactPad is Busy Inbound, ContactWorld will not assign any interactions to the agent even if they are not working on a ContactWorld interaction. For information, see Integrating with Salesforce Omni-Channel. |
To create your mappings, perform the following steps:
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