Error messages in Omni-Channel Sync Settings


Note: This article applies to PureCloud for Salesforce.

When setting up Omni-Channel sync in the Client Settings, you can encounter the following error messages:

  • Enable Omni-Channel in Salesforce.

    If you do not have Omni-Channel enabled in Salesforce, then you receive the following message:

    Enable Omni-Channel Sync error message

    To enable Omni-Channel sync in the Client Settings, you must enable Omni-Channel in Salesforce. For information about enabling Omni-Channel in Salesforce, see Enable Omni-Channel in the Salesforce documentation.

  • Add Presence Statuses in Salesforce.

    If you do not have any presence statuses set up in Salesforce, then you receive the following message:

    Enable Omni-Channel Sync error message

    To map Omni-Channel statuses to PureCloud for Salesforce statuses, you must have presence statuses set up in Salesforce. For information about creating presence statuses, see Create Presence Statuses in the Salesforce documentation.

  • Select Omni-Channel status. (Mapped Status)

    If you did not select an Omni-Channel status under Mapped Status, then you receive the following message:

    Enable Omni-Channel Sync error message

    Select one of the present statuses that you created in Salesforce. For more information, see Configure Omni-Channel sync.

  • Select PureCloud status or Select Omni-Channel status. (Transition Status)

    If you do not select a PureCloud status or an Omni-Channel Status under Transition Status, then you receive the following messages:

    Enable Omni-Channel Sync error message

    Select a PureCloud status and one of the presence statuses that you created in Salesforce. For more information, see Configure Omni-Channel sync.

For more information about the integration, see About PureCloud for Salesforce.