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.
| You can synchronize ContactPad states with Skype for Business presences if you are using either the Skype for Business Online service or the Skype for Business on-premises application (using Integrated Windows Authentication). |
With default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), Vonage Contact Center changes the agent's state in ContactPad to Extended Away. In this scenario Vonage 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, see Configuring integration with Skype for Business.
For information about synchronizing ContactPad states with Skype for Business presences, see Synchronizing ContactPad state with Skype for Business presence.
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 presence | ContactPad state |
|---|---|
| Available | Ready |
Away (any) | Away |
| Busy | Extended Away |
| DoNotDisturb | Away |
| Offline | None* |
*Indicates that no state or presence change occurs.
For information about integrating your account for use with Skype for Business and about creating custom mappings, see Configuring integration with Skype for Business.
In the following example which uses the default state and presence mappings:
