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If your agents use NewVoiceMedia Vonage Contact Center (VCC) alongside Salesforce's Omni-Channel feature, both NewVoiceMedia VCC 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 VCC with Salesforce Omni-Channel so each system knows the status of the agent in the other.

To integrate NewVoiceMedia VCC with Salesforce Omni-Channel, create mappings between NewVoiceMediabetween VCC's states and Salesforce's presence statuses. When you create your mappings, you can configure the following events:

• When your agent or NewVoiceMedia VCC 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 VCC 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. This is the default behavior even if you have not integrated VCC with Salesforce Omni-Channel presence.
• When your agent goes offline in Salesforce Omni-Channel, NewVoiceMedia VCC logs the agent out of ContactPad

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To create your mappings, perform the following steps:

1. Log in to NewVoiceMediaVCC. For information about logging in to NewVoiceMediaVCC, see Logging in to the NewVoiceMedia platformVonage Contact Center Admin Portal.

2. From the NewVoiceMedia VCC homepage, move your mouse pointer over the menu icons on the left of the page.
   In the menu that appears, click Salesforce AdministrationCRM Admin (within Business Apps). If you cannot see Salesforce Administration and CRM Admin and think you should be able to, contact support. Salesforce AdministrationCRM Admin appears.

3. In the Omni-channel Configuration Presence mappings section, click Omni-channel Configuration. Omni-channel Configuration appearsPresence mappings. Presence mappings appears.

4. To retrieve your Salesforce presence statuses, click Fetch Omni-channel configuration Get Salesforce presence statuses. The available presence statuses appear in the Presence Status Configuration section.
   Image RemovedIn the Presence Status Configuration Salesforce presence statuses to VCC agent states section.

5. In the Salesforce presence statuses to VCC agent states section, map the Salesforce presence statuses to NewVoiceMedia VCC states. For each Salesforce presence status configure the following fields:

   Field name

   Description

   ContactWorld State to map toVCC state

   Defines the NewVoiceMedia VCC state that the Salesforce presence status maps to. Select the specific NewVoiceMedia VCC agent state that corresponds to the Salesforce presence status. NewVoiceMedia VCC 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 toVCC state field, NewVoiceMedia Vonage will use the default mapping (Ready).

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6. In the ContactWorld VCC agent states to Salesforce State Mapping sectionpresence statuses section, alongside each NewVoiceMedia VCC status click the corresponding Salesforce presence status in the Salesforce Presence to map tostatus list. You must map Salesforce presence statuses to all major states (or categories) in NewVoiceMediaVCC. Mapping minor states (or sub-categories) is optional.
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   When your agent or NewVoiceMedia VCC changes your agent's state in ContactPad, NewVoiceMedia VCC 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 VCC minor state (or sub-category), NewVoiceMedia VCC 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 VCC may override the presence status you specify for the Ready state. For more information, see see the Revert to status before interaction (inbound only) section later in this page.

   
   

7. Click Save Configuration.

Using the example settings in steps 5 and 6, the following events will occur.

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