Omnichannel Enabled? (C/S/N)

The option to enable agent state synchronization between the Avaya Workspaces for CRM and Dynamics 365 Omnichannel queues.

The values are the following:

• Complementary mode (C): The default agent state in Avaya Workspaces for CRM and Dynamics 365 Omnichannel is Not Ready. When the agent state in Avaya Workspaces for CRM changes to Ready, the agent state in Salesforce Omnichannel changes to Not Ready.

• Synchronized mode (S): The agent state changes simultaneously in Dynamics 365 Omnichannel and Avaya Workspaces for CRM. When the agent accepts an interaction in one queue, the agent state in the other queue changes to Not Ready.

• N: Dynamics 365 Omnichannel is disabled.

Omnichannel Ready Status Name

The option to indicate the Dynamics 365 Ready presence status. You can type multiple Ready presence statuses separated by a semicolon. For example, Ready;Active;Working;Online. The text you type must equal the presence text of the presence state at the Agent experience > Productivity > Custom presence page.

When an agent's state in Dynamics 365 changes to "Ready" and the presence status text matches one of the entries in the Omnichannel Ready Status Name field, the agent's status in Avaya Workspaces also updates to "Ready".

When an agent's state in Avaya Workspaces changes to "Ready", their status in Dynamics 365 also changes to "Ready," using the first matching presence status text from the Omnichannel Ready Status Name field.

You must type at least one Ready presence status text.

Omnichannel Not Ready Status Name

The option to indicate the Dynamics 365 Not Ready presence status. You can type multiple Not Ready presence statuses separated by a semicolon. For example Break;Away;Coffee;Busy. The text you type must equal the presence text of the presence state at the Agent experience > Productivity > Custom presence page.

When an agent's state in Dynamics 365 changes to "Not Ready" and the presence status text matches one of the entries in the Omnichannel Not Ready Status Name field, the agent's status in Avaya Workspaces also updates to "Not Ready".

When an agent's state in Avaya Workspaces changes to "Not Ready", their status in Dynamics 365 also changes to "Not Ready," using the first matching presence status text from the Omnichannel Not Ready Status Name field.

You can associate the entered Dynamics 365 Not Ready presence status texts with the Avaya Workspaces Not Ready reason codes using the Not Ready Reason Code Map with Omnichannel 1-20 fields.

Omnichannel After Contact Work Status Name

The option to indicate the Dynamics 365 Not Ready presence status and associate it with the Avaya Workspaces After Contact Work state. You can type only one Not Ready presence status. The text you type must equal the presence text of the presence state at the Agent experience > Productivity > Custom presence page.

When the agent state in Dynamics 365 changes to Not Ready and the Not Ready presence status text matches the presence status text entered in the Omnichannel After Contact Work Status Name field, the agent state in Avaya Workspaces changes to After Contact Work.

Omnichannel Not Ready Reason Code

The option to indicate and label the Avaya Workspaces Not Ready reason code. In Complimentary mode, when the agent state in Dynamics 365 changes to Ready, the agent state in Avaya Workspaces changes to the Not Ready state associated with the entered reason code.

If you do not associate Dynamics 365 Not Ready presence statuses with the Avaya Workspaces Not Ready reason codes using the Not Ready Reason Code Map with Omnichannel 1-20 fields, Avaya Workspaces uses the reason code entered in the Omnichannel Not Ready Reason Code field as the default one. The text you type must equal the presence text of the presence state at the Agent experience > Productivity > Custom presence page.

You must enter an Avaya Workspaces Not Ready reason code in the following format: <reason code number = reason code label>.

For example, you can type 21 = Digital Not Ready. If you are using Complementary mode, when the agent state in Dynamics 365 changes to Ready, the agent state in Avaya Workspaces changes to the Not Ready state associated with reason code 21, and the reason code is labeled Digital Not Ready.