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Version: 5.12

Omni Channel Federation

Login​

  1. Click the omni channel icon
  2. Select a state different from the offline-state
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Omni-Channel uses the Salesforce credentials to login, the Agent therefore does not have to provide extra information

Change working state​

  1. Click the omni channel icon
  2. Select the desired working state
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The selected state color will be displayed in the channel icon

Logout​

  1. Click the omni channel icon
  2. Select the «Offline» state

Accept work item​

  1. Click the button to start the offered work item

Optional: Allow agents to reject work item​

  1. Click the button to reject the offered work item

Optional: Open the work in progress​

  1. Click the button to focus on the tab of the work item
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This option is available when the Hide Omni-Channel work item is set to false after accepting and the agent is in Classic Console view