Webex Presence Sync Setup

The Webex Presence Sync is milestone feature that has been requested by most customers. It will sync a user’s setting in the Webex app directly with the WCC agent desktop. Going into the following states will trigger the agent to go to “Idle.”

Do not disturb, Quiet hours
In a calendar meeting
In a meeting
On a call
Out of office
Presenting

Some keys to note:

RTMS is required.
If an agent is put in idle due to a status change in the Webex app and then goes into available they have overridden the sync and will stay in available even though they’re unable to receive calls.
This is a sync of the Webex app status with the agent desktop, not the other way around. However, if an agent is using their Webex app as the softphone, of course, it would recognize that.
WebRTC is supported with Webex Presence sync.

To configure Webex Presence Sync complete the following steps:

Navigate to Control Hub > Contact Center > Desktop and scroll down to the bottom of the page where you’ll see something similar to this. Seeing this is an indication the feature is enabled.
Determine which idle codes you’d like an agent to be changed to for each Webex Availability State and ensure those are configured in the WCC management portal and available on the agents' desktop profile.
Navigate back to Control Hub > Contact Center > Desktop and select the appropriate idle codes from the drop downs.

Below is a video demo of how this feature works on the agent side.