_ExcerptRevertToLast

Owned by Helen Griffith
Last updated: Apr 25, 2022
1 min read

Used in Vonage Contact Center omni-channel solution and Integrating with Salesforce Omni-Channel presence

Revert to status before interaction (inbound only)

When you have integrated VCC with Salesforce Omni-Channel presence, when an agent finishes working with an interaction or interactions including any wrap time, VCC changes the agent's Omni-Channel presence status to the status mapped to ContactPad's Ready state. In some situations you may want to override this setting. For example, an agent working on chats only may manually change their presence status in the Omni-Channel widget to Ready for Chats. When the agent finishes working with some chats and VCC changes their state in ContactPad back to Ready, the agent might prefer that VCC reverts their presence status to Ready for Chats instead of the mapped status. 

If the revert to last status feature is enabled for your account, when an agent's ContactPad state returns to Ready after working on one or more interactions, VCC reverts the agent's presence status in the Omni-Channel widget to their pre-interaction status.

If you have set Agent Post Call State to a state other than Ready or Ready (Offline), the revert to last status feature will not work. VCC will update agents' presence statuses to the mapped status regardless of whether agents have changed their presence status manually.

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