Not Ready Reason Code Map with Omnichannel 1-20

The option to associate the Dynamics 365 Not Ready presence status with the Avaya Workspaces for CRM Not Ready reason code. Enter a value in the following format: <Avaya Workspaces for CRM Not Ready reason code> = <Dynamics 365 Not Ready presence status>, where <Avaya Workspaces Not Ready reason code> is the number for the required Not Ready reason code in Avaya Workspaces for CRM, and <Dynamics 365 Not Ready presence status text> is the required Dynamics 365 Not Ready presence status. The presence text you type must equal the presence text of the presence state at the Agent experience > Productivity > Custom presence page.

For example, you can type 1=Break. In Synchronized mode, when the agent state in Dynamics 365 changes to Not Ready, and the Not Ready presence status text is 1, the agent state in Avaya Workspaces for CRM changes to the Not Ready state associated with reason code 1.