Set Up Omni-Channel

Configure Presence, Service Channel, and Routing Settings

Presence configurations determine agent workload and Salesforce Omni-Channel behaviors. You can create multiple presence configurations for different groups of agents depending on what channels they support. You can create custom presence statuses that indicate an agent's availability and prevent the routing of work to an unavailable agent.

Routing configurations determine how work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. This ensures that the most important work items are handled accordingly, and work is evenly distributed to your agents. You can designate some channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., such as phone or email, to be routed by the NICE CXone platform, while simultaneously using the Salesforce Omni-Channel Live Agent for chat contacts.

Service channels let you turn a case, lead, or even a custom object into a work record. Salesforce Omni-Channel then plucks these work items from their queues of agent productivity and routes them to your agents in real time. Service channels let you manage sources of work and their priorityClosed Skill-based designation of the importance of contacts that determines delivery order. compared to other work items.

Auto Accept for Service Cloud Voice (SCV)

Enable Auto Accept on Salesforce

  1. Log in to your Salesforce account as admin.

  2. Click the gear icon in the top-right corner.

  3. Enter Service Channels in the quick find box in the setup menu.

  4. Select the Automatically accept work requests checkbox of the channels you want to enable auto-accept for.

  5. Click Save.

    Shows Service Channel settings for Auto Accept

Disable Auto Accept on Salesforce

  1. Log in to your Salesforce account as admin.

  2. Click the gear icon in the top-right corner.

  3. Enter Service Channels in the quick find box in the setup menu.

  4. Click Edit within Default Presence Configuration.

  5. Clear the Automatically accept work requests checkbox of the channels you want to disable auto-accept for.

  6. Click Save.

    Shows Service Channel settings for Auto Accept

Enable Agents to Decline Requests

  1. Log in to your Salesforce account as admin.

  2. Click the gear icon in the top-right corner and click Setup.

  3. In the menu on the left, under Platform Tools, click Feature Settings  > Service > Omni-Channel.

  4. Click Presence Configurations.

  5. Select the Allow Agents to Decline Work Requests checkbox. The security profile for Integrated Softphone auto answer also needs to be configured in CXone.

  6. Click Save.

    Default Presence Configuration for allowing agents to decline requests

Disable Agents to Decline Requests

  1. Log in to your Salesforce account as admin.

  2. Click the gear icon in the top-right corner and click Setup.

  3. In the menu on the left, under Platform Tools, click Feature Settings  > Service > Omni-Channel.

  4. Click Presence Configurations.

  5. Clear the Allow Agents to Decline Work Requests checkbox. The security profile for Integrated Softphone auto answer also needs to be configured in CXone.

  6. Click Save.

    Default Presence Configuration for allowing agents to decline requests

    Disabling this feature will make the decline icon unavailable on the Omni-Channel widget under New.

    User interface for Omni-Channel widget

Enable Auto Accept on CXone platform

  1. Log in to your CXone platform account as admin.

  2. Click Security Setting > Roles and Permission.

  3. Enable Integrated Softphone Auto Accept

  4. Click Save.

    The Configure Org-Wide Settings page in Salesforce Agent Settings. The Enable NICE inContact routing for Salesforce Omni-Channel box is checked.

Disable Auto Accept on CXone platform

  1. Log in to your CXone platform account as admin.

  2. Click Security Setting > Roles and Permission.

  3. Disable Integrated Softphone Auto Accept

  4. Click Save.

    The Configure Org-Wide Settings page in Salesforce Agent Settings. The Enable NICE inContact routing for Salesforce Omni-Channel box is checked.

The table below shows the current behavior of the SCV application based on the Auto-Accept configuration on both the Salesforce and CXone platform:

Scenario Salesforce Auto Accept CXone Auto Accept SCV Application Behavior
1 True True Salesforce calls are automatically accepted.
2 True False Salesforce calls are automatically accepted.
3 False False Checkbox is presented for accepting calls in Salesforce.
4 False True

Salesforce calls are automatically accepted.

Salesforce Limitation on Auto-Accept

If the auto-accept setting is disabled, the second inbound call gets automatically accepted if it's immediately made after the first Inbound call has ended. To fix this, you must create a 2-second station profile in ACD.

Create a 2-Second Station Profile in ACD

  1. Log in to your CXone platform account as admin.

  2. Click the app selector and select ACD

  3. Under ACD Settings, click Station Profiles.

  4. Click Create New .

  5. Enter 2 under Station Timeout (Seconds).

  6. Click Save.

    The Configure Org-Wide Settings page in Salesforce Agent Settings. The Enable NICE inContact routing for Salesforce Omni-Channel box is checked.

  7. On the left menu, click Business Units.

  8. Click Edit.

  9. Under Details, select 2 seconds in the Phone # Timeout drop-down.

  10. Click Done.

    Configuration page for editing Business Unit settings

Currently, the Omni-Channel widget doesn't display standard error messages on the UI.

Disable Auto Answer

  1. Click the gear icon in the upper right corner and select Setup.

  2. In the menu on the left, under Platform Tools, click Feature Settings  > Service > Omni-Channel.

  3. Click Presence Configurations.

  4. In the Default Presence Configuration, select the Allow agent to decline work requests checkbox to disable auto answer.

    The security profile for Integrated Softphone auto answer also needs to be configured in CXone.

Grant User Access to Presence Statuses

You have to give agents access to presence statuses through profiles or through permission sets.

  1. Click the gear icon in the upper right corner and select Setup.

  2. In the menu on the left, under Administration, click >  Users  >  Profiles.

  3. Click the name of the profile to which you want to grant access to statuses.

  4. Locate Enabled Service Presence Status Access towards the bottom of the page.

  5. Click Edit.

  6. In the Available Service Presence Statuses field, select the status you want to add to the profile's access.

  7. Click Add  >  Save.

Map Omni-Channel Statuses

In Salesforce Agent Settings, you can map omni-channel statuses to allow CXone and Salesforce Omni-Channel to communicate agent availability to each other. You can set custom presence statuses that indicate an agent's availability. This will prevent the routing of work to an unavailable agent.

To configure the Salesforce Omnichannel status to sync with the Salesforce Agent status, you must map the default unavailable code to a presence status in omnichannel. If the unavailable code is not mapped, the presence statuses will not sync.

  1. If using Salesforce Classic, click All Tabs icon of a plus sign. > Salesforce Agent Settings.

    If using the Lightning Experience, click App Launcher icon of dots in a 3 by 3 grid. > View All > Salesforce Agent Settings.

  2. Select Enable Agent Presence Sync.

  3. Determine the presence master.

    • CXone—Sets CXone as the master for availability settings. This is a one-way sync. For example, if the agent's status in the Salesforce Omni-Channel Widget is Available, then that is what the agent's status in Salesforce Agent will be too.

    • Salesforce—Sets Salesforce as the master for availability settings. This is a one-way sync. For example, if the agent's status in Salesforce Agent is Available, then that is what the agent's status in the Salesforce Omni-Channel Widget will be too.

    • Bi-Directional—Neither application is the master. This option updates both based on changes to the agent status in either Salesforce Agent or the Salesforce Omni-Channel Widget. This option is only available in the Salesforce Agent Lightning.

    The CXone Status options are configured using unavailable codes. The Salesforce Omnichannel Status options are configured using presence configurations.

  4. Click Add Presence Mapping to create different data mappings for each Salesforce profile. You can also create a default configuration that applies to any profile that does not have its own settings.

    Salesforce Agent Settings, with these sections: CXone and Salesforce Presence Sync Settings, Presence Master, and Master - Dependent State Mappings.

  5. Click Save.