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Enable Omni-Channel sync and Map Statuses

Omni-Channel Sync Settings enable you to set single direction or bi-directional status mapping between Omni-Channel and PureConnect for Salesforce statuses. You can set multiple status maps and control the availability your agents for interactions in both systems.

Note: PureConnect Status is the CIC status used in PureConnect for Salesforce.

Click the PureConnect Call Center Settings tab you created.
Select the version of the call center definition from the drop-down list.
Under Omni-Channel Sync Settings, select Enable Omni-Channel Sync.

Note: By default, Enable Omni-Channel Sync is not selected.

To create a status mapping pair, in the Mapped Status section, follow these steps. These settings control the syncing of Omni-Channel and PureConnect for Salesforce statuses.

Select an Omni-Channel Status from the drop-down list.

Note: The Omni-Channel statuses in the drop-down lists in this section are the statuses that you set up in Salesforce.

Select a direction for the status mapping.

Note: A bidirectional arrow indicates that when agents change their status in either Omni-Channel or PureConnect for Salesforce, their status automatically changes in the other application.

Type the name of a status in the PureConnect Status text box.
To add another status mapping, click Add. Or proceed to the next step.

Example: Selecting the Available status in PureConnect sets the agent's status to In_CIC in Omni-Channel.

In the Fallback mappings section, define status mappings for situations not covered by Mapped statuses.

In the previous example, any time agents change their Omni-Channel status to something not mapped or mapped only as an incoming map (In_CIC), their status is set to Gone Home in PureConnect for Salesforce.

To continue to use these status mappings when the agent is not logged in to Omni-Channel, select the Apply mappings when Offline check box.
Click Save.