If your agents use ContactWorld alongside Salesforce's Omni-Channel feature, both ContactWorld 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 ContactWorld with Salesforce Omni-Channel so each system knows the status of the agent in the other.
To integrate ContactWorld with Salesforce Omni-Channel, create mappings between ContactWorld's states and Salesforce's presence statuses. When you create your mappings, you can configure the following events:
- When your agent or ContactWorld 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 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
- When your agent goes offline in Salesforce Omni-Channel, ContactWorld logs the agent out of ContactPad
In addition, when your agent is assigned and accepts work items—such as cases, chats, or leads—in Salesforce, the agent's state in ContactPad automatically changes to Busy Inbound. ContactWorld will not assign any interactions to the agent while in Busy Inbound state.
To create your mappings, perform the following steps:
Log in to ContactWorld. For information about logging in to ContactWorld, see Logging in to ContactWorld.
From the ContactWorld homepage, move your mouse pointer over the menu icons on the left of the page.
In the menu that appears, click Salesforce Administration. If you cannot see Salesforce Administration and think you should be able to, contact support. Salesforce Administration appears.
In the Omni-channel Configuration section, click Omni-channel Configuration. Omni-channel Configuration appears.
- To retrieve your Salesforce presence statuses, click Fetch Omni-channel configuration. The available presence statuses appear in the Presence Status Configuration section.
In the Presence Status Configuration section, map the Salesforce presence statuses to ContactWorld 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 to Defines the ContactWorld state that the Salesforce presence status maps to.
Select the specific ContactWorld agent state that corresponds to the Salesforce presence status. ContactWorld 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.
- In the ContactWorld to Salesforce State Mapping section, alongside each ContactWorld status click the corresponding Salesforce presence status in the Salesforce Presence to map to list. You must map Salesforce presence statuses to all major states (or categories) in ContactWorld. Mapping minor states (or sub-categories) is optional.
When your agent or ContactWorld changes your agent's state in ContactPad, ContactWorld 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 minor state (or sub-category), ContactWorld uses the major state's (or category's) mapping to determine what to update the agent's presence status to. - Click Save Configuration.
Using the example settings in steps 5 and 6, the following events will occur.
