To provide reps real-time visibility into their status in their
telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app
and then add a Provider Status section to the Connection Status utility. To address rare
inconsistencies between Omni-Channel and provider status, reps can manually sync their
Omni-Channel status to Amazon Connect.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
| User Permissions Needed |
| To configure a contact center: |
Salesforce Voice Contact Center Admin permission set |
| To set up the Connection Status utility: |
Customize Application
AND
View Setup and Configuration
|
Adding Provider Status to the Connection Status Utility is compatible with Presence Status Sync
or Presence Status Mapping. Provider Status isn’t compatible with Omni-Channel Unified
Routing.
Before you begin, make sure the Connection Status utility is added to your app.
-
From Setup, in the Quick Find box, enter
Contact Centers, and select
Amazon Contact Centers.
-
Open your contact center.
-
Edit your contact center details, select Add telephony provider presence status
to Connection Status utility, and then save your changes.
-
Guide reps to refer to their Connection Status Utility if they are experiencing sustained
status mismatch between Omni-Channel and Amazon Connect. Status messages in the Provider Status
section provide rep guidance. For more information on how and when to manually sync the
Omni-Channel status to the provider status, see a reference of messages and recommendations in
Check Connection Status and Address
Provider Status Issues.
