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Version: 2.11

State Mapping

Limitations​

The following limitations apply to the general state mapping:

  • It is not supported to map Not Ready states for media channels. Instead, the default Not Ready state is used automatically
  • It is not supported to map multiple Salesforce states to the same Cisco Not Ready state
  • It is not supported to map multiple Cisco Not Ready states to the same Salesforce state
  • Changing to an unmapped state in Cisco will switch the agent to the default Busy state and overwrite the Cisco state with the default Not Ready state.
  • Changing to an unmapped state in Omni during a call will switch the agent to the default Busy state after the call ended.
  • When UQ is used: Changing to an unmapped state in Omni will switch the agent to the default Busy state (even outside of a call).
  • When UQ is used: Changing to Ready in Finesse for a specific media channel which does not have any corresponding Salesforce Available presence status will switch the agent state to the default Busy state.

Configuration​

For the state mapping to work properly, the following things need to be configured.

Presence Statuses​

Create at least one Available state for the Phone channel and at least one Busy state.

If you wish to use a specific state for RONA, configure an additional Busy state for it.

If you use UQ with one or more media channels, we recommend the following:

  • Create one Available state containing all used channels (e.g. Available All containing the channels Phone, Messaging and Case)
  • Create one Available state for each seperate channel (e.g. Available Voice containing the Phone channel, Available Chat containing the Messaging channel, Available Case containing the Case channel)
  • Create one Available state for each channel combination (e.g. Available Voice + Chat containing the Phone and Messaging channels, Available Voice + Case containing the Phone and Case channels, Available Chat + Case containing the Messaging and Case channels)

This ensures that all possible Cisco Ready state combinations are covered. If you do not configure it like this, the agent might be changed to the Not Ready state configured in the Contact Center instead.

note

Ensure that the states are assigned to the corresponding permission set.

Presence Configuration​

If you wish to use a specific state for RONA, you have to follow these steps:

  1. Create a new Presence Configuration if you have not yet created one. As of today, b+s Connects for Service Cloud Voice cannot use the Default Presence Configuration because of a known issue in the product.
  2. Add the Busy state which you wish to use during RONA into the Update Status on Push Timeout field.
  3. Assign your agents or your agents' profiles.
  4. Click Save.

Partner Telephony Contact Center​

Configure the following fields in the Partner Telephony Contact Center of b+s Connects for Service Cloud Voice to which your agents are assigned to.

tip

We recommend to create multiple Contact Center configurations if your agents don't use the same media channels.
E.g. if Agent 1 works with Voice + Chat and Agent 2 works with Voice only, they should have separate Contact Center configurations to ensure consistent state change behavior.

This is especially important for the UQ Configuration which is used to determine possible Available states of each channel.

Ready State Id​

This field has to contain the id of the Available presence status in Salesforce which should be used by default. We recommend to either configure Available for Voice only or Available for all channels.

Not Ready State Id​

This field has to contain the id of the Busy presence status in Salesforce which should be used by default.

Default Cisco Not Ready Reason​

This field has to contain the id of the Not Ready state in Cisco which should be used by default. We recommend to use the same state which is already configured as default in Cisco.

Presence State Mapping​

This field may contain additional Not Ready mappings. If you don't want to map any additional states, this field can stay empty.

Field format: <Salesforce Busy Status Id 1>,<Cisco Not Ready state id 1>;<Salesforce Busy Status Id 2>,<Cisco Not Ready state id 2>

tip

You can add as many state mappings as you want. Ensure to separate the Salesforce and Cisco state by comma (,) as well as each mapping from one another by semicolon (;).

info

These mappings only apply to the Voice channel. Any media channel is set to the default Not Ready state configured within Cisco if it is not in Ready state.