---
schema_version: "1"
id: 0daebb575ca891f710fec30ad5c5601d5ed7ec8d85b93119eb89e62174d6f858
title: Map Your Presence Statuses to Amazon Connect
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_map_presence_status.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0e579f9ff947e72cf94b645b29fdd8f509fc9ec5b0646752a3dad493a4e479de
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Map Your Presence Statuses to Amazon Connect

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93112e72">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">
              <p>Customize Application AND Manage Call Centers</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact
                Center Admin</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">To create and manage a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">
              <p>Salesforce Voice Contact Center Admin</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p>
            </td>

          </tr>
        </tbody>
      </table>

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.

1. From Setup, in the Quick Find box, enter Amazon Contact Centers, and then select **Amazon Contact Centers**.
2. Select the contact center.
3. Under Presence Status Mapping, click **Add**.
4. Select an existing busy Omni-Channel presence status.
5. 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](https://awscli.amazonaws.com/v2/documentation/api/latest/reference/connect/list-agent-statuses.html).
6. Save your changes.