---
title: Omni-Channel
slug: voice-german/omni-channel
docTags: 
createdAt: 2024-03-12T18:29:06.190Z
---

The presence state information can be synchronized between CTI Data Connector for Salesforce® and Omni-Channel

<u>Example</u>

If the agent is on a call, Omni-Channel presence state is set busy to not receive chats / cases. If the agent is working on cases, the presence state in CTI Data Connector is set to DND.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/omni-channel-selection.png" size="50" width="336" height="516" position="center" showCaption="false"}

Log into Omni-Channel by selecting an option like *Chat, Facebook* or *CTI*. Selecting a presence state can be done either in Omni-Channel or in the CTI Data Connector SoftPhone as th&#x65;**&#x20;synchronization is bi-directional**

Selecting chat in Omni-Channel will set the presence state in the CTI Data Connector SoftPhone to chat (DND).

Selecting the presence state CTI (online) in the CTI Data Connector SoftPhone will set the presence state in Omni-Channel to CTI and busy.

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/omni-channel-chat.png" size="64" width="336" height="468" position="center" showCaption="false"}

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/cti-chat.png" size="52" width="271" height="304" position="center" showCaption="false"}

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/cti-online.png" size="50" width="273" height="303" position="center" showCaption="false"}

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/omni-channel-cti.png" size="46" width="335" height="277" position="center" showCaption="false"}

:::hint{type="info"}
If Omni-Channel is *offline* then CTI presence state is set to *Online*
:::

Configure this feature at [Omni-Channel setup](docId\:H_dVt-pRChGYfxGTVvALh)