UC+CC: Presence Synchronization Use Cases

The following describes various synchronization scenarios.

1. Agent joins Contact Center
   When an agent first joins Contact Center, their Contact Center Status is automatically set to Not Ready, which immediately sets their Elevate Presence to Agent busy.
    
2. Agent is busy on Contact Center calls
   When an agent is busy on a Contact Center call, their Elevate Presence is set to Agent busy on a call, and all their Elevate calls will go straight to voicemail. The agent can join Elevate meetings, chat, and make external calls, but their Presence will continue to show up as Agent busy on a call because it is locked in this state by Contact Center.
   Important The agent will not receive a notification that a chat came through.
    
3. Agent is on a Elevate call or Agent is in a meeting
   When an agent is on a Elevate call or in a meeting, no Contact Center voice interactions will be routed to them regardless of their Status availability in Contact Center. In addition, their Contact Center Status activity will not change.
    
4. Agent’s Status is Available (Presence is Agent Available)
   When an agent’s Status is set to Available (i.e., their Presence is Agent available), or the agent is on an activity different from On call (i.e., their Presence is not Agent busy), the agent will be able to receive Elevate calls.
    
5. Agent’s Status is Available, and Agent makes a call from Elevate (direct workstream)
   When an Agent whose Contact Center Status is set to Available makes a Elevate call (direct workstream), their Presence changes to On call, but their Status remains Available, i.e., their Contact Center Status activity will not change. No Contact Center voice interactions will be routed to them.
    
   TIPThis Agent’s supervisor can monitor the Agent’s current Status using the Monitoring feature in the Contact Center Administrator Portal (in the Admin Portal, navigate to Analysis > Monitoring to access the feature). Under Current Agent Status, the line that corresponds to this Agent appears red.
   
    
6. Agent’s Status is Available, and Agent joins a meeting from Elevate (direct workstream)
   When an Agent whose Contact Center Status is set to Available joins a Elevate meeting (direct workstream), their Presence changes to In a meeting, but their Status remains Available, i.e., their Contact Center Status activity will not change. No Contact Center voice interactions will be routed to them.
    
   TIPThis Agent’s supervisor can monitor the Agent’s current Status using the Monitoring feature in the Contact Center Administrator Portal (in the Admin Portal, navigate to Analysis > Monitoring to access the feature). Under Current Agent Status, the line that corresponds to this Agent appears red.
   
    
7. Agent’s Status is Available and they check voicemail or enter a Chat
   When an agent checks their voicemail or makes or receives a Elevate chat interaction, there is no change to the Contact Center Status or their Elevate Presence. Contact Center voice interactions will be routed to them. We strongly advice Agents to change their Status to Busy to avoid being presented with Contact Center voice interactions while engaged in other activities.
    
8. Elevate user changes Presence prior to joining Contact Center
   When a Elevate user changes their Elevate Presence, joins Contact Center and changes their Status (thus modifying their Presence in Elevate) and then leaves Contact Center, their Presence in Elevate reverts to what it was prior to joining Contact Center, with some exceptions, as described below. There are two specific cases to consider in this scenario:
   • The Elevate user’s Presence is one of Available, On Break, or Busy
     • Depending on the Agent’s activity while on Contact Center, their Presence will change to Agent Busy, Agent Available, or Agent on a call. When the Agent logs out of Contact Center, their Presence will change back to what it was prior to joining Contact Center (i.e., Available, On Break, or Busy)
   • The Elevate user’s Presence is one of Do not disturb, Out sick, On vacation, or Off work
     • Depending on the Agent’s activity while on Contact Center, their Presence will change to Agent Busy, Agent Available, or Agent on a call. When the Agent logs out of Contact Center, their Presence will change to Available.

- Updated on December 12, 2023