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If your agents use ContactWorld use Vonage Contact Center (VCC) alongside Salesforce's Omni-Channel feature, both ContactWorld 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.

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Salesforce Omni-Channel is only available in Salesforce Classic.

To avoid this problem, if enabled for your account, you can integrate ContactWorld VCC with Salesforce Omni-Channel so each system knows the status of the agent in the other.

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

• When your agent or ContactWorld 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, ContactWorld 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, ContactWorld VCC logs the agent out of ContactPad

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To create your mappings, perform the following steps:

1. Log in to ContactWorldVCC. For information about logging in to ContactWorldVCC, see Logging in to ContactWorldthe Vonage Contact Center Admin Portal.

2. From the ContactWorld 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 Salesforce presence statuses to VCC agent states section.Image Removed

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

   Field name	Description

   Busy

   Determines whether the ContactWorld agent's state in ContactPad should change to Away or to Ready when your agent or Salesforce changes your agent's status to the corresponding Salesforce presence status.

   Your selection must match the status option for the presence status in Salesforce. For information about Salesforce presence statuses, see Salesforce help.

   Select the check box if you want your agent's status in ContactPad to change to Away. Clear the check box if you want your agent's status in ContactPad to change to Ready.

   ContactWorld only uses this mapping if you do not select a value in the Maps to field.

   Maps toDefines the ContactWorld

   VCC state

   Defines the VCC state that the Salesforce presence status maps to. Select the specific

   ContactWorld

   VCC agent state that corresponds to the Salesforce presence status.

   ContactWorld

   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

   do not select a specific state in the Maps to field, ContactWorld uses the Busy field to determine the agent's state

   don't specify a state in the VCC state field, Vonage will use the default mapping (Ready).

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6. In

   the ContactWorld

   the VCC agent states to Salesforce

   State Mapping section

   presence statuses section, alongside each

   ContactWorld

   VCC status click the corresponding Salesforce presence status in the Salesforce

   Presence to map to

   status list. You must map Salesforce presence statuses to all major states (or categories) in

   ContactWorld

   VCC. Mapping minor states (or sub-categories) is optional.
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   When your agent or

   ContactWorld

   VCC changes your agent's state in ContactPad,

   ContactWorld

   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

   ContactWorld

   VCC minor state (or sub-category),

   ContactWorld

   VCC uses the major state's (or category's) mapping to determine what to update the agent's presence status to.

7. Click Save Configuration.

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1. Note
   If the revert to last status feature is enabled for your account, VCC may override the presence status you specify for the Ready state. For more information, see the Revert to status before interaction (inbound only) section later in this page.

   
   

2. Click Save Configuration.