This use case describes the process to deactivate a single channel, as opposed to the Deactivate All Channels use case which is for all 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 an interaction channel.

Preconditions

• The Agent has logged into the platform

• The Agent has one or more channels in the active state

Steps

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

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

3. 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

4. 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

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

Post Conditions

• The channel is in the inactive state

• The Deactivate All button is hidden, if no other channel remains active

• The Activate All button is displayed and enabled

• The Deactivate button for this channel is hidden

• The Activate 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 - Ongoing Interaction

A channel cannot be deactivated if there is an ongoing interaction on that channel.

EF1 Trigger Conditions

• An attempt to deactivate a channel with an ongoing interaction

EF1 Steps

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

2. MediaBar displays the error to the User

EF1 Post Conditions

• The channel remains active

• The ongoing interaction is unaffected by the deactivation attempt

Error Flow 2 - Not Ready Failure

This flow is triggered if the channel being deactivated is in the Ready state but the attempt to go Not Ready failed for some reason.

EF2 Trigger Conditions

• The agent could not be placed into Not Ready prior to deactivating the channel

EF2 Steps

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

2. MediaBar displays the error to the User

EF2 Post Conditions

• The channel remains active

• The channel remains in the Ready state