guilherme.silva | 2018-01-03 16:06:14 UTC | #1
Hi there.
I'm working with the plugin 'PureCloud for SalesForce' and I have some questions about it..
First thing is that Omni-Channel Sync Settings is enable on the PureCloud plugin settings, when status is "Online" on Omni-Channel, it gets "On Queue" on PureCloud, and the other way around. If I change status to "busy" or "offline", both channels does not get any interaction and that is allright.
My problem is that, when I have an agent interacting (let's say on a WebChat or Video-Call from Omni-Channel), I want to stop receiving calls from PureCloud automatically.
Is there any way to set the plugin to identify the agent interacting and change it's status to not receiving calls? And when he gets free then goes "On Queue" again?
Thank you..
tim.smith | 2018-01-05 18:34:17 UTC | #2
I believe you would need to configure SalesForce to change the user's status to something that's mapped to an off queue presence in PureCloud. The presence sync integration only takes status/presence into account, not interactions.
system | 2018-02-05 18:38:31 UTC | #3
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