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For information about mapping Salesforce presence statuses to VCC agent states, see Integrating with Salesforce Omni-Channel presence.
Synchronizing presences when a Salesforce user misses or declines an incoming call
By default, synchronizing a VCC agent's state with their corresponding Salesforce user's presence does not occur automatically and requires further configuration. If a Salesforce user misses or declines an incoming call, their VCC agent's state will not indicate that they missed or declined the call. If the VCC agent is the only available agent in VCC, the call will immediately be redelivered to them and the call may be missed or declined again.
To prevent this scenario, configure Salesforce's automatic presence changes for missed and declined calls.
Configuring Salesforce's automatic presence changes for missed and declined calls
To synchronize VCC agent states and Salesforce user presence statuses for missed and declined calls, perform the following tasks:
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