ajoshi | 2019-12-20 18:46:19 UTC | #1
Hello,
I am configuring omni - channel sync with PC and having one issue - All my mappings work except one that is "When handing a work item in Salesforce" updates a status in PureCloud. Attached is a screenshot of the mapping and highlighted status is the problem. I have tested alot but am not able to solve this issue. Any help is appreciated.
Thanks
Junji_Sawada | 2019-12-20 20:34:04 UTC | #2
Hi ajoshi,
The status mapping for that transition (i.e., When handling a work item in Salesforce) is for a scenario where your agents are available for work in both products at the same time. Please see the documentation here.
Please let me know if you still have any questions.
Junji
ajoshi | 2020-01-07 19:35:16 UTC | #3
Hello Junji,
Thank you very much for helping me out on this. It worked.
system | 2020-02-07 19:47:08 UTC | #4
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