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To automatically synchronize a VCC agent's state in VCC with their corresponding Salesforce user's presence, you must map Salesforce user presences to and from VCC agent states.

Presence updates when using Vonage for Service Cloud Voice in hybrid mode

When presence updates are enabled for SCV, updates will only happen for agents using SCV. Presence updates will not work for agents who use ContactPad with the VCC and Salesforce integration.

For information about mapping Salesforce presence statuses to VCC agent states, see Integrating with Salesforce Omni-Channel presence.

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