To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are
available. By default, only reps with View All Data, like Contact Center admins, can see other
reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to
Public Read Only.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| User Permissions
Needed |
| To set default sharing access: |
Manage Sharing |
-
From Setup, in the Quick Find box, enter Sharing Settings, and then
select Sharing Settings.
-
Under Organization-Wide Defaults, find User Presence.
-
To enable reps to view rep statuses, click Edit, and set access
to Public Read Only.
-
Save your changes.
