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

Basic Flow

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

Preconditions

• The Agent has logged into the platform

• The Agent’s channels are configured to remain inactive after login or the Agent has executed the Deactivate All Channels or Deactivate Channel use cases to make one or more channels inactive

Steps

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

2. MediaBar sends the channelgroup.request.activateall request including any applicable channel options. See 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 - Still Ready is executed

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

Post Conditions

• All channels are in the inactive state

• The

Alternate Flow 1 - Name

Short description of why this flow is different and when it’s applicable goes here.

AF1 Preconditions

AF1 Steps

AF1 Post Conditions

Error Flow 1 - Name

EF1 Trigger Conditions

EF1 Steps

EF1 Post Conditions