This use case describes the process to activate a single channel, as opposed to the Activate All Channels use case which is for all 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 All Channels.

Actors

Basic Flow

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

Preconditions

• The Agent has logged into the platform

• The Agent has an inactive channel

Steps

1. The agent clicks the Activate Channel button located at the top of the channel display screen

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

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

   1. If an error occurs during activation, this flow ends and EF 1 - Activation Failure is executed

Post Conditions

• The channel is in the active state

• If all channels are now active, the Activate All button is hidden

• The Deactivate All button is displayed and enabled

• The Activate button for this channel is hidden

• The Deactivate button for this channel is displayed and enabled

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 - Activation Failure

This flow is executed if an error occurs during channel activation. There are several reasons an activation might fail.

EF1 Trigger Conditions

• An error occurs during channel activation

EF1 Steps

1. HIS captures error information from the switch and sends it to MediaBar

2. MediaBar displays the error to the User

EF1 Post Conditions

• The channel will remain inactive