Dialpad + Salesforce Omni-Channel FAQs

Can you explain the effects of digital Salesforce on Dialpad statuses, when it may prevent calls from being routed, and when these changes are likely to occur?

Agents should be able to handle chats and digital interactions through Salesforce while managing voice interactions through Dialpad. In order to determine when to send voice calls to the Agent and when not to, the Agent's presence is shared between Salesforce and Dialpad. Admins can configure the maximum number of Salesforce chat/digital interactions an Agent can have open at once before the Agent is considered "unavailable" for voice calls. Additionally, Admins can notify Salesforce when the Agent is on a call and configure if the Dialpad presence is shared with Salesforce or not.

It should be possible to set a number "n" such that when an agent has "n" active chat or digital interactions, they will no longer receive incoming phone calls until one of the chat or digital interactions is closed, in other words, an agent can only receive voice calls when they have "n-1" active chat or digital interactions.

Why don’t I see the status syncing between Dialpad and Omni-Channel?

If the status is not syncing between Dialpad and Salesforce Omni-Channel, check that the ‘On Call’ status in Dialpad is not mapped to ‘Offline’ status in Omni-Channel.

Don't forget that Salesforce Omni-Channel does not work if there are multiple tabs or instances of Salesforce open — this can cause the app to go out of sync.

To use this feature, you need to make sure that you've created a Contact Center, assigned an agent to the Contact Center, and the agent is set to on duty to see the status updates in Dialpad and Omni-Channel.

What is the distinction between work item size capacity and presence configuration capacity in Salesforce?

In Salesforce Omnichannel, the "work item size capacity" is a setting that you can use to specify the maximum number of work items with a particular size that can be handled by an agent at one time. For example, you might set the work item size capacity for small items to 3, which would allow an agent to work on up to 3 small items at the same time.

The term "present configuration capacity" refers to how many work items of a particular size a given agent is capable of handling at any given time. This is determined based on the current workload of the agent and the work item size capacity that has been set.

Example

You have a customer support team that uses Omni-channel to handle support requests from customers. You have set the work item size capacity for small items to 3, and the work item size capacity for large items to 1.
This means that each agent can work on up to 3 small items at the same time, but can only work on 1 large item at a time.

At a given moment, an agent named Alice is currently working on 2 small items and 1 large item. The work item size capacity for small items for Alice is 3, and the present status capacity for small items for Alice is 1 (3 - 2). This means that Alice has the capacity to work on 1 additional small item. The work item size capacity for large items for Alice is 1, and the present configuration capacity for large items for Alice is 0 (1 - 1).
This means that Alice does not have the capacity to work on any additional large items at the moment.

If Alice finishes one of the small items and becomes available to work on additional items, the present status capacity for small items will increase. For example, if Alice finishes the small item and becomes available to work on additional items, the present status capacity for small items for Alice would be 2 (3 - 1), and the present status capacity for large items for Alice would still be 0 (1 - 1).

Dialpad + Salesforce Omni-Channel FAQs

Does every user need to connect to Omni-Channel?

Can I connect multiple Salesforce instances to my Dialpad account?

Is there a special Dialpad license needed for status sync?

Can you explain the effects of digital Salesforce on Dialpad statuses, when it may prevent calls from being routed, and when these changes are likely to occur?

Can I add new Omni-Channel statuses after setting up the sync?

Do we have to use Salesforce Lightning to use this integration?

Why don’t I see the status syncing between Dialpad and Omni-Channel?

What is the distinction between work item size capacity and presence configuration capacity in Salesforce?

Why am I unable to check the status of "Digital Salesforce" on Dialpad.

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