Call Center - Presence State

The presence state can be used to

•Change the presence state in the phone

•Change the presence state in Omni-Channel

•Change the presence state after a phone call for x seconds to Call Wrap-Up time

•Log the time per user per presence state

•Display a Live Agent Status Dashboard

•Display a Wallboard

Activate presence state

Activates the presence state functionality (displays picklist in the CTI Data Connector SoftPhone)

Send Presence State as

There are the following configuration values

•Not sent to PBX

•Dial Command

•API - API integrations like 3CX , Mirage Teams Connector Service or CC4ALL Contact Center

Not sent to PBX

Use this option if you want to use the presence state for time tracking only.

Dial Command

In this configuration the presence state information is sent as a dial command to the phone systems. Some phone systems support dial commands to e.g. change to DND and back to Ready for Calls. Contact your phone vendor if you do not know the codes.

Use the command in the Reason Code field.

Example

Presence State Label: Ready for Calls

Reason Code: *60

Presence Status: 1 (Online)

Presence State Label: Do Not Disturb

Reason Code: *61

Presence Status: 4 (DND)

Note - *60 is an example and is different per PBX. You have to contact the PBX vendor to get the correct dial commands.

Enable time tracking

Activates time tracking with historical values. It is required if you want to use the wallboard with historical values

Note - this generates a huge amount of data. If you enable the feature, also enable the scheduler to delete the data.

Update Time tracking (seconds)

If the Live Agent Dashboard or Wallboard is used, set to 15 seconds.

Call Wrap-Up time in seconds

0 = feature disabled

1 - 999 - after a call the presence state is set to Do not Disturb for the specified number of seconds

See: Call Wrap-Up Time

Prolong Call Wrap-Up Time options

If selected, the user can prolong the call wrap-up time after the call. The selected value is the default value

See: Call Wrap-Up Time

Enable Omni-Channel

Check this option if you want to synchronise the presence state with Omni-Channel

Active Call - change presence state

If enabled, the presence state changes automatically during a call from

•Online / Available to

•On a Call (if configured) to

•Call Wrap-Up time (if configured) back to

•Online / Available

Presence State Synchronize Direction

If the phone system support presence state synchronization, you can enable the synchronization direction:

•Synchronize From Salesforce to Phone System

•Synchronize From Phone System to Salesforce (supported by 3CX, Mirage Teams Connector Service and CC4Teams)

This feature is available only for the Mirage Teams Connector Service and goes beyond the configuration options, available for MS Teams. MS Teams only has a configuration: Busy on Busy, which is ignored by CTI Data Connector for Salesforce®.

It allows configuring the presence states, which prevent inbound calls from being signaled.

The configuration is available for:

•Direct Extension Calls

•Queues with presence state enabled

•Queues with presence state disabled (even if the presence state check is disabled, you may want to ensure that no call comes in when you are busy)

In the example below, direct calls would NOT be signaled if the presence state is Away, DND, In a call, Presenting, In a meeting

Presence State Label

Text which the user will see as the presence state information

Reason Code number

This number can be used to synchronize the presence state with phone systems or as a value in own reports.

Presence Status

Value 1 - 9

The presence status code can be used for reports and is also shown in the picklist of the presence state in brackets,

e.g. Ready for Calls (Online). The values are pre-defined and cannot be changed.

•1 = Online

•2 = Offline

•3 = Away

•4 = DND

•5 = Busy

•6 = On a call

•7 = Logout

•8 = (Offline / Outbound possible)

•9 = Call Wrap-Up time

Certain presence states can not be configured (e.g. ringing)

If activated, a new picklist appears

If activated, you can change the presence state for Skype for Business in the CTI Data Connector SoftPhone. Changing the presence state in Skype for Business however does have no effect on the CTI Data Connector SoftPhone.

Select in Main Setup - Call Center Configuration , Call Center Presence State a preconfigured presence state setup

•3CX

•Amazon Connect

•MS Teams with CC4ALL

•Skype für Business

Beispiel: MS Teams vorkonfigurierte Konfiguration

3. Live Agent Dashboard and Wallboard

Configuration for the Live Agent Dashboard and Wallboard. If you need different configurations depending on the user, you need to create a copy of the Call Center Configuration and a copy of the Presence State configuration with different settings.

User Can Access Dashboard

Enables the access for the Live Agent Dashboard

Use can Access Wallboard

Enables the access for the Wallboard

Refresh Dashboard Time (seconds)

Defines how often the Dashboard refreshes. Default is 15s

Filter Records

Set a default value, which records should display in the Live Agent Status Dashboard. The default value is that only users who logged in today will appear. In the Dashboard, other filter values like All can be selected.

Select Columns

Select the columns of the Live Agent Status Dashboard. Values that are not supported by your phone systems or values, which are not needed, can be removed.

Skills

Skills can be displayed in the Live Agent Dashboard to quickly find users with specific skills such as languages or product knowledge.

There are two options to do this:

•If Omni-Channel is used, skills defined in the Omni-Channel can be displayed

•Alternatively, you can define your own skills in the Salesforce user record. See Skills

Limit access to Call Centers

Determines from which call center setup the data should be displayed in the Live Agent Status Dashboard and Wallboard. The data will then be limited to individual teams or countries.

Display KPIs for Live Calls

Customize the Wallboard Live view by selecting the desired KPIs to display.

Available KPIs:

•Calls (MS Teams)

•Calls (Landline)

•Inbound Calls (Active)

•Inbound Calls (Ringing)

•Outbound Calls (Active)

•Outbound Calls (Ringing)

•Average Talk Time

•Presence State Chart

•Inbound Queue / Direct Extension Calls Chart

•Outbound Phone Lines Chart

A sample view of the Wallboard and the KPIs is shown below.

Display KPIs for Historic Calls

Customize the Wallboard Historical view by selecting the desired KPIs to display.

Available KPIs:

•Calls (MS Teams)

•Calls (Landline)

•Inbound Calls

•Outbound Calls

•Average Talk Time

•Unanswered Calls

•Missed Calls

•Missed - but Answered

•Inbound Queue / Direct Extension Calls Chart

•Outbound Phone Lines Chart

Details about additional configuration in Live Agent status Dashboard