Task 3 - Presence Synchronization Between Salesforce and Webex Contact Center

Please use the following credentials to complete the tasks:


`Control Hub`	https://admin.webex.com
`Salesforce`	https://login.salesforce.com/
`WxCC Username`	labuserID@wx1.wbx.ai (where ID is your selected pod number (01 through 10); i.e. labuser02@wx1.wbx.ai if selected pod is 2)
`WxCC Password`	webexONE1!
`Salesforce Username`	As provided by the instructor
`Salesforce Password`	As provided by the instructor

Info

Presence is crucial for agent productivity, especially when handling multiple contacts across different platforms. This task focuses on achieving presence synchronization between Webex Contact Center and Salesforce to ensure agents are utilized efficiently.

Task Objectives

Configure Salesforce presence statuses to match Webex Contact Center idle codes.
Enable presence statuses for the appropriate user profile.
Set up Omni-Channel state synchronization in Webex Contact Center settings.
Test state sync between Salesforce Omni-Channel and Webex Contact Center.

Section 1 - Create Presence Statuses

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

Note

For presence synchronization to work between Salesforce and Webex Contact Center, the idle code names in Webex Contact Center must match the presence state names in Salesforce.

In Salesforce, navigate to 'Setup' by clicking the gear icon in the top-right corner and selecting 'Setup'.

Go to 'Feature Settings > Service > Omni-Channel > Presence Statuses' (or type Presence Statuses in the search bar in the left-hand menu).

Create two new Presence Statuses:
- Click 'New'.
- Provide the name wxccbusy under 'Status Name' and select 'Busy' under 'Status Options'.
- Click 'Save' and select `Back to List: Service Presence Statuses'
- Create another Presence Status with the same options but use sfbusy under 'Status Name'.

Section 2 - Enable Presence Statuses for the User Profile

Navigate to 'Users > Profiles' (or type Profiles in the search bar in the left-hand menu).
Locate the 'System Administrator' profile (select Next at the bottom to go to the next page) and click on it (do not click 'Edit').

Note

For the purpose of this exercise, the 'System Administrator' profile is used. Under normal circumstances, any other profile may be used by users.

In the next window, hover over 'Enabled Service Presence Status Access' and click 'Edit'.

Move sfbusy and wxccbusy from 'Available Service Presence Statuses' to 'Enabled Service Presence Statuses'.

Click 'Save'.

Section 3 - Configure Omni-Channel State Sync in Call Center Settings

Navigate to 'Feature Settings > Service > Call Center > Call Centers' (or type Call Centers in the search bar in the left-hand menu).
Click 'Edit' for 'WxCC Call Center'.

Under 'Omni-Channel State Sync Configuration', do the following:
- Set 'Enable Omni-Channel Sync' to true (type it in manually).
- For 'Omni-Channel Not Ready Reason', type wxccbusy.
- For 'WxCC Idle Reason Code', type sfbusy.

Note

'Omni-Channel Not Ready Reason' is the name of the Salesforce Omni-Channel "Busy" reason status used when the agent receives an inbound call in Webex Contact Center. 'WxCC Idle Reason Code' is the name of the Webex Contact Center Idle code used when the agent receives an inbound chat in Salesforce.

Click 'Save'.

Note

For the purpose of this lab, the idle code sfbusy has already been created on the Webex Contact Center side.

Section 4 - Testing Omni Sync Presence

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

Refresh Salesforce by logging out and logging back in (make sure to close any other Salesforce tabs).

Click on the 'App Launcher' icon (top left).
Search for Sales and click on the 'Sales' option.

Reminder

Please select the 'Desktop' option for the phone number.

Open the Webex Contact Center widget (Phone) and change the states (e.g., sfbusy, available) — the Salesforce Omni-Channel widget status should follow accordingly.
Test changing the state from the Salesforce Omni-Channel widget — the Webex Contact Center widget should follow as well.

Note

'Omni-Channel Not Ready Reason' is the name of the Salesforce Omni-Channel "Busy" reason status used when the agent receives an inbound call in Webex Contact Center. Therefore, the wxccbusy state on the Omni-Channel widget will only appear when an agent is actively engaged in a Webex Contact Center call (this will be tested in the next tasks)

Congratulations! You have completed the task.

Section 5 - Troubleshooting Failed Sync Due to Mismatched Idle Codes

In Salesforce, navigate to 'Setup' by clicking the gear icon in the top-right corner and selecting 'Setup'.

Go to 'Feature Settings > Service > Omni-Channel > Presence Statuses' (or type Presence Statuses in the search bar in the left-hand menu).
Select 'Edit' the Presence Status sfbusy created before

Update sfbusy to Sfbusy (capitalizing the letter S) and click 'Save'.

Refresh Salesforce by logging out and logging back in (make sure to close any other Salesforce tabs).

Click on the 'App Launcher' icon (top left).
Search for Sales and click on the 'Sales' option.

Open the Webex Contact Center widget (Phone) and change the states to 'Available' — the Salesforce Omni-Channel widget status will be changed to 'Available'

Test changing the state from the Salesforce Omni-Channel widget to Sfbusy and notice thatthe Webex Contact Center widget still shows as 'Available'

Reason

When presence status on sfbusy is updated to Sfbusy, presence sync becasue idle code on WxCC is sfbusy. Omni-channel codes created on Salesforce and in Webex Contact Center needs to match in spelling and in case. Please refer to the Omni-Channel State Sync Configuration section for the external documentation

Congratulations! You have completed the task.