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Resolve Common Status Conflicts

To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.

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
Customize Application AND Manage Call Centers: Contact Center admin
  1. Configure Amazon Connect to recognize sfdc_pending as an allowed rep status, either manually through Amazon Connect or by updating the Contact Center to Version 15 or later. Updating a Contact Center is done as follows.
    1. From Setup, in the Quick Find box, enter Contact Center, and then select Amazon Contact Centers.
    2. Select the contact center you want to modify.
    3. Click Install Updates.
      When the installation is finished, you receive a notification email, indicating that the Contact Center is updated and sfdc_pending is an allowed rep status.
  2. Enable Omni-Channel to set the Amazon Connect status to sfdc_pending when Omni-Channel is processing an agent work record.
    1. From Setup, in the Quick Find box, enter Contact Center, and then select Amazon Contact Centers.
    2. Select the contact center you want to resolve common status conflicts for.
    3. Click Amazon Connect sfdc_pending Status and then Save.