Mapping Salesforce user presences to and from VCC agent states for Vonage Premier for Service Cloud Voice

To automatically synchronize a VCC agent's state in VCC with their corresponding Salesforce user's presence, you must map Salesforce user presences to and from VCC agent states.

For information about mapping Salesforce presence statuses to VCC agent states, see Integrating with Salesforce Omni-Channel presence.

Synchronizing presences when a Salesforce user misses or declines an incoming call

By default, synchronizing a VCC agent's state with their corresponding Salesforce user's presence does not occur automatically and requires further configuration. If a Salesforce user misses or declines an incoming call, their VCC agent's state will not indicate that they missed or declined the call. If the VCC agent is the only available agent in VCC, the call will immediately be redelivered to them and the call may be missed or declined again.

To prevent this scenario, configure Salesforce's automatic presence changes for missed and declined calls.

Configuring Salesforce's automatic presence changes for missed and declined calls

To synchronize VCC agent states and Salesforce user presence statuses for missed and declined calls, perform the following tasks:

1. Create presence statuses for when a Salesforce user declines or misses a call, naming them, for example, Declined call and Missed call. These should both be busy statuses so the user cannot receive new work items in Salesforce.
   For information about creating presence statuses, see the Create presence statuses and Enable presence statuses for user profiles sections in Configuring Salesforce external routing for Vonage Contact Center.
2. Create new VCC agent states to map the new Salesforce presence statuses to. Give them similar (or the same) names to the presence statuses, for example, Declined call and Missed call. We recommend that you create these states within the Away and Extended Away presence categories respectively so that VCC will not immediately redeliver the call again to the agent.
3. Map the new presence statuses to the corresponding VCC agent states.
   For information about mapping Salesforce user presences to VCC agent states, see Integrating with Salesforce Omni-Channel presence.
4. Configure the Salesforce user's presence to be updated to when the user declines or misses a call. In the applicable presence configuration in your org, select the presence statuses that are assigned to users if they miss or decline a work item.
   In Update Status on Decline, select the presence status the Salesforce user should be in when they decline a call, for example, Declined call.
   In Update Status on Push Timeout, select the presence status the Salesforce user should be in when they miss a call (if they did not answer it within the no answer timeout), for example, Missed call.
   For more information about presence configurations, see Create Presence Configurations (Salesforce help).
5. Check your timeouts for declined and missed calls. Set values for timeouts to default values (or close to these defaults). Set the following timeouts:
   • Agent No Answer Timeout (Unexpected), Agent Line Busy Timeout (Unexpected), Agent Invalid Number Timeout (Fault), and Agent Network Issue Timeout (Fault) for individual agents in User Admin. For information about setting these timeouts, see Configuring individual users.
   • Max Unexpected (s) for groups in User Admin. For information about this timeout, see Configuring groups.

When you have completed these tasks, let Vonage know that you have done so.

Then, when a Salesforce user declines a call, their presence status will be updated to Decline call. This will automatically synchronize with the corresponding VCC agent's state which will be updated to Decline call. When a Salesforce user misses a call, their presence status will be updated to Missed call. This will automatically synchronize with the corresponding VCC agent's state which will be updated to Extended Away. In both cases, the VCC agent must manually set their presence status to an online status before they can receive any work items; this presence status change will be synchronized with the VCC agent's state, making the agent ready to receive calls.