To use the Omni-Channel integration for CTI Data Connector for Salesforce®, Omni-Channel must be already enabled in your Salesforce organization.

Select: Setup > Feature Settings > Service > Omni-Channel > Service Channels

Create a new service channel with the name: CTI Data Connector

Create service channel

Select: Setup > Feature Settings > Service > Omni-Channel > Presence Statuses

Create a new status: CTI where Status Option Busy must be ticked.

Now edit your other statuses like Chat or Facebook and add the channel: CTI Data Connector

Select: Setup > Administration > users > Profile

Select all profiles for the users working with Omni-Channel and CTI Data Connector for Salesforce®.

Select within the profile: Enabled Presence Status Access

Add: CTI

Just setting the presence state to DND (Do Not Disturb) in the CTI Data Connector SoftPhone does not set the DND status on the phone itself. The phone would still receive calls.

CTI Data Connector for Salesforce® can send codes to the phone system to set DND to on or off. The phone system must support that feature. Sending the correct status to Skype for Business is an inbuilt feature.

The configuration is done in the Call Center - Presence State setup.

You need to

•Activate presence state

•Enable Omni-Channel

•For phone systems: Send Presence State as Dial Command

•For Skype for Business: Send Presence State as Presence State

Each presence state from Omni-Channel (like Chat) must be added and the code for DND = on must be used. The presence status CTI (Online) needs the code for DND = off.

Select: Send Presence State as Dial Command

You can either use DND (Code 9500) or Busy (Code 6500) as presence state.

Ready for calls/online (Code 3500) will automatically set the status in Skype for Business to available.