Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: |
Customize Application AND Manage Call Centers OR Salesforce Voice Delegated Contact Center Admin |
| To create and manage a contact center: |
Salesforce Voice Contact Center Admin OR Salesforce Voice Delegated Contact Center Admin |
You can map only an existing busy Omni-Channel presence status to an existing custom Amazon Connect agent status. Available Omni-Channel presence statuses are automatically mapped to Amazon Connect agent statuses. You can map a presence status to only one Amazon Connect agent status.
- From Setup, in the Quick Find box, enter Amazon Contact Centers, and then select Amazon Contact Centers.
- Select the contact center.
- Under Presence Status Mapping, click Add.
- Select an existing busy Omni-Channel presence status.
-
Specify an existing custom Amazon Connect agent status.
- If you added the contact center after the Winter '22 release, select an existing custom Amazon Connect agent status from the list.
- If you added the contact center before the Winter '22 release, enter the Amazon ARN for the status. To find the ARN, run the AWS CLI command list-agent-statuses.
- Save your changes.