---
schema_version: "1"
id: 5da99a6423f552c4e987163a9dd36402f9bf13b3c63ca01704cc0dd5adf1bece
title: Resolve Common Status Conflicts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_resolve_common_status_conflicts.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 79fdc38ebb7449e26e55d3f2b21c6c3ce34035327ac101e81676f3f3cc2e133f
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<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="d160466e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">To view the Amazon Contact Centers page: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">
              <p>Customize Application
              </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage
                Call Centers</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">Customize
              Application AND Manage Call Centers:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">Contact Center admin</td>

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

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**.