---
title: Omni-Channel Integration
slug: voice/omni-channel-integration
description: Integrate Unaric Voice with Salesforce Omni-Channel for intelligent call routing and agent availability.
docTags: 
createdAt: 2024-03-12T18:29:06.190Z
---

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.

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

## 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

```mermaid
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:

1. Log into **Omni-Channel** by selecting an available channel (e.g., **Chat**, **Facebook**, or **CTI**).
2. 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)**.

::::VerticalSplit{layout="middle"}
:::VerticalSplitItem
::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/omni-channel-chat.png" size="50" width="336" height="468" position="center" darkWidth="336" darkHeight="468" showCaption="false"}


:::

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

- Selecting **CTI (Online)** in Unaric Voice updates Omni-Channel to **CTI - Busy**.

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

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



- If **Omni-Channel is offline**, Unaric Voice defaults to **Online** status.