---
schema_version: "1"
id: daf51a2a003a20981280698241c1ff278b2f0b42fd67898fff60ab22500646b0
title: Monitor and Sync Rep Status
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_monitor_sync_status.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e424657ed2feec8e9815073a35697e3f99f265a1fef272732057c0a7703107f8
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Monitor and Sync Rep Status

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

<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%">
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        <thead class="slds-text-title_caps ">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d121667e72">User Permissions Needed</th>
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        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">To configure a contact center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">Salesforce Voice Contact Center Admin permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">To set up the Connection Status utility:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">View Setup and Configuration</p>
            </td>

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

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](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&language=en_US) is added to your app.

1. From Setup, in the Quick Find box, enter `Contact Centers`, and select **Amazon Contact Centers**.
2. Open your contact center.
3. Edit your contact center details, select **Add telephony provider presence status to Connection Status utility**, and then save your changes.
4. 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](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider.").

#### See Also

- [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.")