Hello, we are utilizing enhanced status sync presence states between GenCloud and Salesforce and facing a problem when we create sub presence states which is part of only one division and not all. In this case, Salesforce fails to recognize the sub presence state and only change the state to the primary state on GenCloud. We have created an extension class in SF following the steps in https://developer.genesys.cloud/blueprints/enhanced-status-syncing-with-salesforce-service-cloud-voice/ and completed the status mapping as stated here - Configure Genesys admin settings - Genesys Cloud Resource Center
Is there a way to make this to work as certain sub states are only part of some groups/divisions.
For example, Busy > Desk Work is a secondary presence states in only one division. Salesforce state is mapped to the id of "Desk Work" and when the presence state is changed on salesforce omni channel to "Desk Work", agent goes to "Busy" state.
Also, there is a support case 0003564849 about this matter and @Joseph_Andres_Jr has done initial investigation.