UC+CC: About Presence Synchronization

An important feature of the integration between Elevate and Contact Center is Presence synchronization. In Elevate, Agents can signal their Presence to other Elevate users. Contact Center provides the ability to indicate the Agent’s Status. Through the integration, Agents can control their Status using Contact Center without having to worry about also controlling their Presence in Elevate. In other words, changes to the Agent’s Status in Contact Center will be synchronized to their Elevate Presence.

Here’s how it works.

1. Agent logs on to Elevate, but does not join Contact Center.
   The Agent controls their Presence in Elevate, as usual.
   • From the lower left corner
     
   • From their profile
     
2. Agent joins Contact Center
   Once the Agent has joined Contact Center, they can control their Status from Contact Center, but the Elevate Presence controls become disabled.
   • Agent Status in Contact Center
     
   • The Presence on Elevate changes to reflect the Agent’s Status on Contact Center. For example, on the image below, the Agent’s Status on Contact Center is Available. A green dot appears on the Agent’s profile in Elevate.
     
   • The Agent’s profile on Elevate reads, Agent available.
     
   • Other Elevate users will see three Presences: Agent available, Agent busy, and Agent on call.
   • When the Agent disconnects from Contact Center, they will be able to control their Presence in Elevate once again.

Click any of the following links to learn more about Presence Synchronization:

• Presence Synchronization Use Cases

- Updated on December 12, 2023