Presence mapping between SCV and VCC in Vonage Premier for Service Cloud Voice

Salesforce user presences and VCC agent states are synchronized in Salesforce and VCC.

This means that when a Salesforce user's presence changes in the Omni-Channel widget or utility within Salesforce, VCC updates the state of the corresponding agent in VCC. Conversely, when a VCC agent's state changes within VCC, the presence of the corresponding Salesforce user is updated. (This applies to both automatic and manual Salesforce presence and VCC state changes.) The presences and states change based on the mappings configured in VCC.

This ensures that VCC and Salesforce don't assign calls to Salesforce users and VCC agents who aren't available. It also means that VCC is able to report on the agent's activity within Dashboards and other reporting features. For information about mapping Salesforce presence statuses to and from VCC agent states, see Mapping Salesforce user presences to and from VCC agent states for Vonage Premier for Service Cloud Voice.