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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 multiple Salesforce states to the same Cisco Not Ready/Idle state
  • It is not supported to map multiple Cisco Not Ready/Idle 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 Idle state.
  • Changing to an unmapped state in Omni during a call will switch the agent to the default Busy state after the call ended.
  • The Agent_Decline state needs to be mapped to the configured Reject status in the Contact Center Prsence State Mapping. Otherwise the agent will be switched to the default Busy state after rejecting a call which also overwrites the Cisco 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 and rejected calls, configure two additional Busy states - one for RONA and one for Reject.

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.

To use a specific state after rejecting calls, also do the following:

  1. In the same Presence Configuration as before, mark the Allow agents to decline work requests checkbox.
  2. Add the Busy state which you wish to use after rejecting calls into the Update Status on Decline field.
  3. 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:

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 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 Idle 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 Idle mappings. If you don't want to map any additional states, this field can stay empty.

Field format: <Salesforce Busy Status Id 1>,<Cisco Idle state id 1>;<Salesforce Busy Status Id 2>,<Cisco Idle 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

If you've configured a Reject status in the Presence Configuration, make sure to add it as a mapping in this field as well. It should either map to the Reject system state of Cisco or to any other Idle state.

If you do not include the Reject status in the state mapping, your state will be changed to the default Busy state configured in the Contact Center configuration.