In Salesforce, create presence statuses that includes the service channels and assign them to the user profiles. Create the following presence statuses for the users:

• Available
• Available for Voice
• Available Off Queue or Direct Calls Only
• Busy

To successfully receive the voice calls, the agent must sign in to the Available for Voice status in the Omni-Channel widget. To create a presence status in Salesforce:

1. On the Setup Home page, search for Presence in the Quick Find box and select Presence Statuses.
2. On the Presence Statuses page, click New.
3. Under the Basic Information section, enter the Status Name as Available for Voice.
4. Under the Status Options section, select Online.
5. Under the Service Channel section, select the service channels from which you want to receive the voice calls and move them to the Selected Channels list.
6. Click Save.

Assign presence statuses to agents

Assign the presence statuses to agents which helps them to represent their presence during interactions. To assign the presence statuses to the agents’ profiles:

1. On the Setup Home page, search for Profiles in the Quick Find box and select Profiles.
2. Click the name of the user profile to which you want to give access to the presence status.
3. Click the Enable Service Presence Status Access link at the top.
4. Click Edit.
5. Under the Available Service Presence Statuses, select the Available for Voice status.
6. Click Add to add the selected service presence statuses to the user profile.
7. Select the  status and move it to the Enabled Service Presence Statuses section.
8. Click Save.