What you should see once it loads is the Salesforce CRM with the DaVinci softphone on the left, using Genesys as the CTI. This demonstration and Global Presence functionality work with any CRM and CTI combination.
Global Presence is represented by the icon in the top-right corner. It shows the status of your account in DaVinci, such as “Ready.” Its primary function is to manage presence across systems, unifying the agent presence throughout the entire softphone.
For example, if your status in Genesys says “On Queue” and you change your status in Global Presence to “Not Ready” (e.g., for lunch), this change will also reflect in Genesys. The process is bi-directional—if you update your status in Genesys, it automatically syncs back to Global Presence.
This is especially helpful when managing multiple CTIs or CRMs that track presence changes. Agents only need to update their presence in one location, and it will propagate everywhere, saving time and reducing complexity.
Global Presence also shows the availability of other agents logged into DaVinci. For instance, if one agent updates their status to “Not Ready,” this will immediately reflect for other agents, allowing them to see who is available for transfers or consultations. This real-time visibility helps agents plan their actions efficiently.
