The NICE inContact Agent for Salesforce integration with Salesforce Omni-Channel allows you to enable presence syncing between the available and unavailable statesThe availability status of an agent. within the NICE inContact platform, and the online and busy states of the Salesforce Omni-Channel product. You can use this integration in both Salesforce Classic and Salesforce Lightning Experience.
You can set up custom presence statuses that indicate an agent's availability which prevents the routing of work to an unavailable agent. This enables you to designate some channelsA medium, such as voice, email, and chat, through which a contact connects with an intended recipient., such as phone or email, to be routed by the NICE inContact platform, while simultaneously using the Salesforce Omni-Channel Live Agent for chat contacts. You can designate either NICE inContact or Salesforce Omni-Channel as the master for availability settings. The master defines the stateThe availability status of an agent. of availability when an agent’s state changes.
This feature is available to users who currently use Salesforce to route incoming work, such as chat contacts, in conjunction with
Related Tasks
- Enable Omni-Channel
- Create Service Channels
- Create Routing Configurations
- Associate Routing Configurations and Agents with Queues
- Create Presence Configurations
- Create Presence Configurations
- Create Presence Statuses
- Grant User Access to Presence Statuses
- Add the Omni-Channel Widget to the Salesforce Console
