Genesys Cloud - Main

Hello Genesys Community,

We are implementing Service Cloud Voice (SCV) with Genesys CX and encountered a limitation with Omnichannel status mapping.

Scenario:

• We need two Salesforce Omnichannel statuses to route calls correctly:
  • Available for Voice
  • Available All Channels
• In the Configure Contact Centers > Status Mapping settings, the Genesys Cloud status "On Queue" can only be mapped to a single Salesforce status.

Question:
Is this a product limitation? How can we map "On Queue" to both Salesforce Omnichannel statuses depending on the routing scenario or agent profile?

Business Impact:
Currently, we cannot differentiate agents who should receive only voice calls from agents who can handle all channels while using the same Genesys Cloud "On Queue" status. This prevents us from implementing the expected routing behavior in SCV.

Thank you for any guidance or best practices!

Hello Ragheb, 

This question can definitely be a bit confusing with SCV. What you're running into is actually a known limitation. The status mapping between Genesys Cloud and Salesforce Omnichannel is strictly one-to-one, so you can't map a single Genesys status like "On Queue" to multiple Salesforce presence statuses. That part is just how the integration is designed today, so there isn't a way to change that behavior directly through configuration.

The usual workaround is to handle the differentiation on the Genesys side instead of through status mapping. You can use things like queue membership, skills-based routing, and utilization settings to control which types of interactions agents receive (voice-only vs. multi-channel, for example). Then you keep a simple, standard status mapping in place and let the routing logic and Salesforce presence configuration do the rest. It ends up giving you the same outcome, just through a different mechanism.

Hope this helps!