Omni-Channel Integration

unaric voice supports bidirectional synchronization with salesforce omni channel presence states this integration ensures that your availability is consistent across voice and other service channels like chat, social, or case routing how it works when presence sync is enabled a change in unaric voice updates the omni channel status a change in omni channel updates the unaric voice softphone status this allows agents to manage their workload across channels for example when an agent receives a call via unaric voice omni channel presence is set to busy , preventing new chat or case assignments when an agent is actively working cases via omni channel unaric voice sets the presence state to do not disturb (dnd) flow graph td a\[user logs into omni channel\<br/>selects channel chat, cti] > b{status change location} b >|unaric voice softphone| c\[change status in softphone] b >|omni channel panel| d\[change status in omni channel] c > e\[omni channel status updates\<br/>example receiving call → busy] d > f\[unaric voice status updates\<br/>example working cases → dnd] e > g\[bi directional sync active] f > g g > h\[examples \<br/>chat → chat dnd\<br/>cti online → cti busy] classdef teal fill #08496b,color\ white,stroke\ none,font family\ arial,font size 18px classdef matisse fill #1b7ea1,color\ white,stroke\ none,font family\ arial,font size 18px classdef diamond fill\ white,stroke #1b7ea1,color #08496b,shape\ diamond,font family\ arial,font size 17px classdef rectangle fill\ white,stroke #1b7ea1,color #08496b,font family\ arial,font size 18px class a teal class b diamond class c,d,e,f,g rectangle class h matisse configuration to enable this feature, complete the setup in salesforce setup → omni channel → presence configuration refer to your salesforce admin for access or customization of omni channel presence status mappings login and presence selection to activate synchronization log into omni channel by selecting an available channel (e g , chat , facebook , or cti ) set your presence in either unaric voice softphone , or omni channel utility panel the selected presence is reflected in both systems behaviors selecting chat in omni channel sets unaric voice to chat (dnd) selecting cti (online) in unaric voice updates omni channel to cti busy if omni channel is offline , unaric voice defaults to online status