This use case describes the process to activate all configured channels at the same time, as opposed to the Activate Channel use case which is for individual channels. Some platforms allow the Agent to authenticate prior to becoming active. For these platforms, the Agent’s channels can be configured to remain inactive after authentication until the Agent chooses to activate them through this use case or Activate Channel.
Actors
Name | Type | Role |
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Agent | Human | The representative that handles customer interactions |
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Basic Flow
This is the default process of an Agent activating their interaction channels.
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The agent clicks the Activate All Channels button located at the top of the channel group display screen
MediaBar sends the channelgroup.request.activateall request including any applicable channel options. See the Client Connectivity documentation for details about the request and its contents
For each channel
HIS activates the channel and the state of the channel is updated and generates the appropriate events
If an error occurs during activation, this flow ends and EF 1 - Activation Failure is executed
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