If Skype for Business integration is enabled and configured for your account, an agent's state in ContactPad and presence in Skype for Business are synchronized.
With default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), NewVoiceMedia changes the agent's state in ContactPad to Extended Away. In this scenario NewVoiceMedia will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb.
For information about integrating your account for use with Skype for Business, seeĀ Configuring integration with Skype for Business.
For information about synchronizing ContactPad states with Skype for Business presences, seeĀ Synchronizing ContactPad state with Skype for Business presence.
Default state and presence mappings
ContactPad states to Skype for Business presences
ContactPad state | Skype for Business presence |
---|---|
Wrap Up (any Wrap Up states) | Do not disturb |
Ready | Available |
Busy (any Busy states) | Do not disturb |
Away (any Away states) | Away |
Extended Away (any Extended Away states) | Away |
Ready (Offline) | Do not disturb |
Unexpected (any Unexpected states) | Busy |
Fault (any Fault states) | Busy |
Log Out | None* |
Skype for Business presences to ContactPad states
Skype for Business presence | ContactPad state |
---|---|
Available | Ready |
Away (any) | Away |
Busy | Extended Away |
DoNotDisturb | Away |
Offline | None* |
*Indicates that no state or presence change occurs.
If you have custom states or presences in NewVoiceMedia or Skype for Business respectively, or want to modify the default mappings, contact your account manager.
Example
In the following example:
- The agent changes their presence from Available to Busy in Skype for Business.
- The agent's state in ContactPad changes automatically from Ready to Extended Away.
- The agent clicks Make Call which automatically changes their state in ContactPad to Ready (Offline).
- The agent's presence in Skype for Business changes automatically to Do not disturb.