Presence Sync provides the ability to map SiX Agent states to external CRM states.  Depending on the mapping, the SiX agent will send events to the host CRM to automatically change the CRM state according to the new SiX Agent state.  In addition, the CRM can send events to the SiX Agent with the new CRM state and the SiX Agent will automatically change it's state according to the mapping.

A new mapping group can be added by hitting the ADD button.  This will open the Presence Sync screen.

The EDIT PRESENCE SYNC CRITERIA button is required.  This tells the SiX Agent how to apply the mappings to the correct Agents or Teams.

The ADD MAPPING button will add a new state mapping.

Parent System - This can be SiX or External System.  This specifies which direction the sync will be going.  SiX means the state sync will be pushed to the CRM.  External System means the state sync will be pushed from the CRM to SiX.
Parent State Type - This is a state category that will cover multiple states in the system.  If this is selected, then the Parent State field is disabled.  Any states that fall into this type will create an event.
Parent State - This is a specific state in the Parent System that will create a sync event.
Child State - This is the state that will either be pushed to the External System to be set in the CRM or received from the External System to be set in SiX.  The direction is specified in the Parent System dropdown.

The ADD NO SYNC STATE button will add a new mapping for a Parent System state that will not be synchronized between the 2 systems.