Post unexpected or fault states in Vonage Premier for Service Cloud Voice
When using Vonage Premier for Service Cloud Voice, unexpected or fault states in VCC are grouped together with other busy states and are mapped to the same busy presence status in Salesforce. An interaction that ended in an unexpected or fault state will therefore look the same as a successful inbound or outbound interaction. The agent that the interaction was routed to cannot see in their Omni-Channel widget or utility that they are in an unexpected or fault state.
When the unexpected or fault state times out, the agent's state changes, by default, to a ready state. This ready state will be mapped a ready presence status in the Omni-Channel widget or utility. Again, the presence status will not indicate that there was a problem with the previous interaction.
To show that the agent was in an unexpected or fault state in the Omni-Channel widget or utility, you must override the default settings and present a more meaningful presence status. To do this, you should perform the following tasks:
- Firstly, you should configure the timeout for unexpected or fault states to 1 second so that the agent's state changes as soon as possible. For information about configuring timeouts for groups of, or individual, users, see Max Unexpected in Configuring groups or various timeouts in Configuring individual users.
- Next you must set the state after the timeout to an appropriate state in VCC — you may need to create a new custom VCC state for this purpose. For information about configuring the state that an agent is in after their unexpected or fault state times out, see Changing post unexpected and fault state. For information about creating custom states, see Configuring agent states.
- Finally, map the VCC state to an appropriate presence status in Salesforce — again, you may need to create a new custom Salesforce presence status for this purpose. For information about mapping VCC states to Salesforce presence statuses, see Integrating with Salesforce Omni-Channel presence. For information about creating custom Salesforce presence statuses, see the Create presence statuses section in Configuring Salesforce external routing for Vonage Contact Center.
For general assistance, please contact Customer Support.
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