Let your contact centers automatically sync reps’ Omni-Channel presence statuses to
indicate their availability to receive work. Reduce human error by turning on the Presence
Status Sync setting on your contact centers to detect and restore out-of-sync statuses
automatically. If your contact center supports custom mappings between routable presence
statuses to non-routable presence statuses or vice versa, don’t select this button or your
custom mappings won’t work.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony from Amazon Connect
| 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
|
| To view the Partner Telephony 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 (Partner Telephony)
OR
Salesforce Voice Delegated Contact Center
Admin
|
While the Presence Status Sync setting is designed for Amazon Connect contact
centers only, other telephony partners also support automatic status synchronization. These
instructions are for Amazon Connect as the telephony partner. Check with another telephony
partner directly for more information.
After you configure Omni-Channel for Voice,
your contact center can sync presence statuses.
-
From Setup, in the Quick Find box, enter Contact Center, and
then select Amazon Contact Centers.
-
Select the contact center you want to sync reps' presence statuses with.
-
Click Presence Status Sync and then
Save.
