Configure Salesforce Omni-Channel Presence Sync

You can use both PureConnect and Salesforce Omni-Channel to route work to agents. This provides a consolidated agent experience without the typical problems associated with routing interactions. You can protect an agent from being routed interactions from both products simultaneously by setting statuses to sync between Omni-Channel and PureConnect in the Salesforce Call Center Settings. Agents can toggle between accepting work from Omni-Channel and accepting ACD interactions from PureConnect.

Omni-Channel Setup in Salesforce

Enable Omni-Channel sync and Map Statuses