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.

Behavior

For this section, the following state configuration is used:

• The agent has access to these Omni Presence Status:
  • Available Voice
  • 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 Meeting Presence Status>,33;

This leads to the following mapping table in the background:

Omni State	Cisco State
Available Voice	Available
Default Busy	99
Meeting	33
RONA	<system code for RONA in WxCC>

State Change From Omni

Start Omni State	Start Cisco State	Action	Resulting Cisco State
Default Busy	99	Agent sets Omni State to Available Voice	Available
Default Busy	99	Agent sets Omni State to Meeting	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 Voice	Available	Agent sets Omni State to RONA (manually)	99 Manually changing into the RONA state is not possible, therefore we use the Default Cisco Not Ready Reason.

State Change From Cisco

Start Omni State	Start Cisco State	Action	Resulting Omni State	Resulting Cisco State
Default Busy	99	Cisco sets agent to Available	Available Voice	Available
Available Voice	Available	Cisco sets agent to Meeting	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.	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 Voice	Available	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.	<system code for RONA in WxCC> Note: If RONA is not specifically set in the Presence Configuration, the Cisco State would be set to the Default Cisco Not Ready Reason.