Presence Configuration

Note: Presence configuration is only currently applicable to SCV. Please proceed to the next section.

The presence configuration page is available for each telephony profile, and allows for telephony and CRM presence statuses to be imported and mapped.

Note: Before importing the CRM and telephony presence statuses, ensure you have completed the configuration for your telephony.

Import Telephony Agent States

Presence statuses can determine which agents are online and available for work. With the presence mapping table, telephony agent states can be mapped to Salesforce presence statuses. For more information on creating and configuring presence statuses in Salesforce, refer to the official documentation.

To import and configure presence statuses for Genesys EngageGenesys Cloud, follow the instructions below:

  1. In the Admin App, select the Telephony tab.

  2. Under the telephony profile you want to configure, select the Presence Configuration tab.

  3. In the Presence Configuration page, select Import from under both the Presence Statuses table, and the Genesys CloudGenesys Engage Presence Statuses table.

    Note: If the Presence Statuses fails to populate, revise your telephony profile page and ensure that the Region login URL, Region API URL, OAuth application client ID, and Client Secret have all been specified. Refer to the telephony profile configuration page for more information.

  4. Scroll down to the presence mapping tables. There are two separate tables for On Queue and Off Queue presences:

    • Ensure you have created an equivalent presence status in Salesforce for each Genesys CloudGenesys Engage status available to agents.

    • A double arrow () indicates the presence status syncs in both directions.

    • A single arrow () indicates the presence status only syncs in the direction indicated (i.e. INTERACTING and NOT_RESPONDING cannot be set from the SCV client).

    • You must map the 'Offline' Genesys presence status to the equivalent Salesforce presence.

    • You must map the 'IDLE' Genesys routing status to at least one 'Available' Salesforce presence status. Multiple mappings are supported for this status and can be added by pressing '+ ADD MAPPING' .

    • You must map the 'INTERACTING' Genesys routing status to an equivalent Salesforce "After Call Work" presence to configure the Genesys ACW for your contact center.

    • You must map the 'NOT_RESPONDING' Genesys routing status to an equivalent Salesforce 'Not Responding' presence status.

    Note: The Offline Salesforce presence status is created automatically, but an Available status and all other equivalent presences must be created manually in Salesforce.

  5. On the bottom of the page, select Publish Changes to save.