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  • 1.  Omni-Channel Sync Settings in PureCloud for Salesforce App

    Posted 01-28-2021 15:14
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    No replies, thread closed.
    We are in the process of mapping our omni-channel statuses to the statuses in Genesys.  We noticed in the PureCloud for salesforce app in the Omni-Channel Sync Settings area that we can only sync three statuses.  We have several secondary statuses that we would like to map above and beyond the three available.  Is there anything on the roadmap to allow for more statuses to be mapped?  

    We are also wondering about having all of the statuses mapped as one to one (mapped status) vs. only have one mapped status and the others as transition status.  We would ultimately want something like this.  The top items in the list are the "main" statuses and the rest are secondary.  

    • On queue = on queue
    • ACW = ACW
    • Busy = Busy
    • Meal = Meal
    • Meeting = Meeting
    • Training = Training
    • Teams Call = Teams Call
    • Admin = Admin
    • Away = Away
    • Break = Break
    • Not responding = Not responding (RONA)

     



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    Trisha Roskom
    Koch Business Solutions
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    Attachment(s)

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    omni-channel sync.docx   36 KB 1 version


  • 2.  RE: Omni-Channel Sync Settings in PureCloud for Salesforce App

    Posted 01-29-2021 07:53
    No replies, thread closed.
    @George Ganahl - Is there any roadmap info on versioning for this integration? I see it's had some updates but is still at v1.0 in app foundry. Alternately, can requests like this for integrations be submitted ​to the ideas lab?

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    Dean Thames
    Koch Business Solutions
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    Original Message


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