State Mapping

Limitations

The following limitations apply to the general state mapping:

• 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: It is not supported to map specific Not Ready states for media channels. Instead, the same Not Ready state as for the Voice channel is used automatically
• 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.
• When UQ is used: Changing one specific channel state from one Not Ready state to another Not Ready state will switch the agent state to the default Busy state.
• When UQ is used: Changing to a Ready state for only a part of the channels (e.g. Available Voice) will switch the other channels' state in Cisco to either the mapped Not Ready state or to the default Not Ready 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.

Behavior

For this section, the following state configuration is used:

• The agent has access to these Omni Presence Status:
  • Available All (for Service Channels Phone and Case)
  • Available Voice (only for Service Channel Phone)
  • Default Busy
  • Meeting
  • RONA
• The Presence Configuration has set the RONA status in the Update Status on Push Timeout field and the agent has access to the Presence Configuration.
• The Partner Telephony Contact Center contains the following configuration:
  • Ready State Id: <id of the Available All Presence Status>
  • Not Ready State Id: <id of the Default Busy Presence Status>
  • Default Cisco Not Ready Reason: 99
  • Presence State Mapping: <id of the Available Voice Presence Status>,22;<id of the Meeting Presence Status>,33;<id of the RONA Presence Status>,44;
  • Salesforce Object API Names for Tasks: Case

This leads to the following mapping table in the background:

Omni State	Cisco Voice State	Cisco Case State
Available All	-1	-1
Available Voice	-1	22
Default Busy	99	99
Meeting	33	33
RONA	32767	44

State Change From Omni

Start Omni State	Start Cisco State	Action	Resulting Cisco State
Default Busy	Voice: 99 Case: 99	Agent sets Omni State to Available All	Voice: -1 Case: -1
(*) Default Busy	Voice: 99 Case: 99	Agent sets Omni State to Available Voice	Voice: -1 Case: 22 Note: If Available Voice is not specifically mapped in the Presence State Mapping, the Cisco Case State would be set to the Default Cisco Not Ready Reason.
Default Busy	Voice: 99 Case: 99	Agent sets Omni State to Meeting	Voice: 33 Case: 33 Note: If Meeting is not specifically mapped in the Presence State Mapping, the Cisco Case State would be set to the Default Cisco Not Ready Reason. This would also change the Omni State back to Default Busy.
Available All	Voice: -1 Case: -1	Agent sets Omni State to RONA (manually or automatically for missed Case routing)	Voice: 99 Case: 33 Manually changing into the RONA state for the Voice channel is not possible, therefore we use the Default Cisco Not Ready Reason.

(*) It is planned to not overwrite the Not Ready state of channels which are already in Not Ready state if a Available mapping match (Available Voice) is found. This will be implemented in a future release.

State Change From Cisco

Start Omni State	Start Cisco State	Action	Resulting Omni State	Resulting Cisco State
Default Busy	Voice: 99 Case: 99	Cisco sets agent to Available All	Available All	Voice: -1 Case: -1
(*) Default Busy	Voice: 99 Case: 99	Cisco sets agent to Available Voice	Available Voice Note: If Available Voice is not specifically mapped in the Presence State Mapping, the Omni State would be set to the Not Ready State Id.	Voice: -1 Case: 22 Note: If Available Voice is not specifically mapped in the Presence State Mapping, the Cisco State would be set to the Default Cisco Not Ready Reason for all channels.
Available All	Voice: -1 Case: -1	Cisco sets agent to Meeting for all channels	Meeting Note: If Meeting is not specifically mapped in the Presence State Mapping, the Omni State would be set to the Not Ready State Id.	Voice: 33 Case: 33 Note: If Meeting is not specifically mapped in the Presence State Mapping, the Cisco State would be set to the Default Cisco Not Ready Reason for all channels.
(**) Available All	Voice: -1 Case: -1	Cisco sets agent to Meeting for one channel (e.g. Case) only	Available Voice Note: If Available Voice is not specifically mapped in the Presence State Mapping or does not exist, the Omni State would be set to the Not Ready State Id.	Voice: -1 Case: 22 Note: If Available Voice is not specifically mapped in the Presence State Mapping or does not exist, the Cisco State would be set to the Default Cisco Not Ready Reason for all channels.
Available All	Voice: -1 Case: -1	Cisco sets agent to RONA in the Voice channel	RONA Note: If RONA is not specifically set in the Presence Configuration, the Omni State would be set to the Not Ready State Id.	Voice: 32767 Case: 44 Note: If RONA is not specifically set in the Presence Configuration, the Cisco State would be set to the Default Cisco Not Ready Reason for all channels.
Available All	Voice: -1 Case: -1	Cisco sets agent to RONA in any media channel	Available Voice Note: If Available Voice does not exist, the Omni State would be set to the Not Ready State Id. Note 2: There is also an error message visible in the Omni Widget since this use case is not supported.	Voice: -1 Case: 22 Note: If Available Voice is not specifically mapped in the Presence State Mapping, the Cisco State would be set to Voice: 1, Case: Default Cisco Not Ready Reason. Note 2: If Available Voice does not exist, the Cisco State would be set to the Default Cisco Not Ready Reason for all channels.

(*) It is planned to try to set the Omni State to Available All before using the Not Ready State Id. For Cisco this would lead to all channels being set to -1. This will be implemented in a future release.

(**) It is planned to try to set the Omni State to Meeting (= Busy all) before using the Not Ready State Id. For Cisco this would lead to all channels being set to Meeting/33. This will be implemented in a future release.