This use case describes the process to activate all configured channels at the same time, as opposed to the Deactivate Channel use case which is for individual channels. Some platforms allow the Agent to deactivate all or some channels while remaining logged into the platform.

Actors

Basic Flow

This is the default process of an Agent deactivating their interaction channels.

...

1. The agent clicks the Deactivate All Channels button located at the top of the channel group display screen

2. MediaBar sends the channelgroup.request.deactivateall request including any applicable channel options. See the Client Connectivity documentation for details about the request and its contents

3. For each channel

   1. Decision 1: HIS checks to see if the Agent has any ongoing interactions on the channel

      1. If an interaction is found, this flow ends and EF 1 - Ongoing Interaction is executed

   2. Decision 2: HIS checks to see if the Agent is in the Ready state for the channel

      1. If the agent is Ready, this flow pauses and the server portion of Go Not Ready is executed

         1. If an error occurs during Go Not Ready, this flow ends and EF 2 - Not Ready Failure is executed

   3. HIS deactivates the channel and the state of the channel is updated and generates the appropriate events

...

• One or more channels could have been deactivated prior to the error. They will remain deactivated

• The channel that generated the error during deactivation will remain inactiveactive

• The ongoing interaction is unaffected by the deactivation attempt

• Any channels in the list after the channel that generated the error will remain active

...

• One or more channels could have been deactivated prior to the error. They will remain deactivated

• The channel that generated the error during deactivation will remain inactiveactive

• The channel that generated the error will remain in the Ready state

• Any channels in the list after the channel that generated the error will remain active