Configure Omni-Channel sync


Note: This article applies to PureCloud for Salesforce.

  • Use of Salesforce apps with console navigation
  • Authentication configured (for secondary statuses only)

必要条件

Omni-Channel Sync Settings allows you to map Omni-Channel statuses to PureCloud statuses when you are On Queue, transitioning from On Queue, or handling a work item. For information about use cases for these settings, see How to use Omni-Channel sync.

After setting up a call center for the first time, select the statuses to sync between Salesforce Omni-Channel and PureCloud for Salesforce. 

  1. Click Setup.
  2. Search for Installed Packages.
  3. Under Build, click Installed Packages.
  4. On the Installed Packages page, click Configure next to the PureCloud for Salesforce package.
  5. Under Choose a Call Center, select the version of the call center definition.
  6. Under Omni-Channel Sync Settings, select Enable Omni-Channel Sync.

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

    Omni-Channel Sync Settings

    After you select Enable Omni-Channel Sync, the Mapped Status section appears.

  7. In the Mapped Status section, select an Omni-Channel status from the menu.

    This setting controls which Omni-Channel status syncs with On Queue in PureCloud for Salesforce. When agents select the assigned status in one product, the corresponding status changes in the other product.

    The Omni-Channel status indicates in Omni-Channel that agents are busy working on interactions in PureCloud for Salesforce.

    The statuses in the menu are pulled from the statuses that you set up in Salesforce. For more information, see Salesforce Omni-Channel.

    Omni-Channel Sync Settings

    After you select the Omni-Channel status under Mapped Status, the Transition Status section appears. 

  8. In the Transition Status section, select Omni-Channel and PureCloud statuses from the menus.

    These settings control which statuses appear when agents leave the statuses under Mapped Status and when they are handling work items in either product. 

    You can select either primary and secondary statuses in PureCloud. 

    Important: To be able to select secondary statuses, the integration must first retrieve them from your PureCloud organization. Make sure valid OAuth credentials exist for Authentication under Shared Settings. (See Create an OAuth client, OAuth client permissions, and Configure authentication.) Then click the button next to PureCloud Status under Omni-Channel Sync Settings. 

    1. Select the PureCloud status to appear in the client when agents leave the Omni-Channel status selected under Mapped Status.

      In the example, Available ensures that agents do not receive interactions in PureCloud for Salesforce immediately after changing their status from Busy in Omni-Channel.

      The statuses in the menu are pulled from PureCloud. 

      Omni-Channel Sync Settings

    2. Select the Omni-Channel status to appear in Omni-Channel when agents leave the PureCloud status selected under Mapped Status.

      In the example, Transition, a busy status that we created in Salesforce, ensures that agents do not receive interactions in Omni-Channel immediately after changing their status from On Queue in PureCloud for Salesforce.

      The statuses in the menu are pulled from statuses that you set up in Salesforce. For more information, see Salesforce Omni-Channel.

      Omni-Channel Sync Settings

    3. Select the PureCloud status to appear in the client when agents are handling a work item in Salesforce.

      In the example, Busy ensures that agents do not receive interactions in PureCloud for Salesforce when they are handling a work item in Salesforce.

      The statuses in the menu are pulled from PureCloud. 

      Omni-Channel Sync Settings

    4. Select the Omni-Channel status to appear in Omni-Channel when agents are handling work items in PureCloud.

      In the example, Busy ensures that agents do not receive interactions in Salesforce when they are handling an interaction in PureCloud for Salesforce.

      The statuses in the menu are pulled from statuses that you set up in Salesforce. For more information, see Salesforce Omni-Channel.

      Omni-Channel Sync Settings

  9. 保存をクリックします。

For information about all steps necessary to set up a call center, see Set up a call center.

For more information about the integration, see About PureCloud for Salesforce.