Integrating with Salesforce Omni-Channel presence

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

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

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

To create your mappings, perform the following steps:

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

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

3. In the Presence mappings section, click Presence mappings. Presence mappings appears.

4. To retrieve your Salesforce presence statuses, click Get Salesforce presence statuses. The available presence statuses appear in the 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 VCC states. For each Salesforce presence status configure the following fields:

   Field name

   Description

   VCC state

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

   

6. In the VCC agent states to Salesforce presence statuses section, alongside each VCC status click the corresponding Salesforce presence status in the Salesforce status list. You must map Salesforce presence statuses to all major states (or categories) in VCC. Mapping minor states (or sub-categories) is optional.
   
   When your agent or VCC changes your agent's state in ContactPad, 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 VCC minor state (or sub-category), VCC uses the major state's (or category's) mapping to determine what to update the agent's presence status to.

   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.

7. Click Save Configuration.

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.