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Interruptible and Non-Interruptible Medias

This configuration enables the system to mark media as either interruptible or non-interruptible.

An interruptible media can be interrupted if the agent receives a request on a non-interruptible media. In contrast, a non-interruptible media cannot be interrupted, regardless of any requests received on other media.

Voice MRD

Chat MRD

Result

Non-Interruptible

Non-Interruptible

  1. Voice call comes in first:

    1. On agent reserve state, don’t interrupt Chat MRD

    2. This means that if a new chat arrives, it will be routed to the agent and he will be handling both voice and chat

  2. Chat comes in first:

    1. On agent reserve state, don’t interrupt Voice MRD

    2. This means that if a new voice call arrives, it will be routed to the agent.

Non-Interruptible

Interruptible

  1. Voice call comes in first:

    1. On agent reserve state, interrupt Chat MRD.

    2. This means that the agent's chat state will be changed to “interrupted”, and he will not receive any chats.

  2. Chat comes in first:

    1. On agent reserve state, don’t interrupt Voice MRD

    2. This means that if a new voice call arrives, it will be routed to the agent.

      1. Now at this stage, as chat MRD is interruptible, the chat state will be changed to “interrupted”.

        1. Send a chat interrupted event to the controller to decide what to do with the existing chats e.g, re-route to queue, or hold the conversation, etc.
          (by default, we will re-route all ongoing chats to their relevant queues - with a custom message to the customer)

Interruptible

Non-Interruptible

  1. Voice call comes in first:

    1. On agent reserve state, don’t interrupt Chat MRD

    2. This means that if a new chat arrives, it will be routed to the agent and he will be handling both voice and chat.

      1. As chat is a non-interruptible MRD and voice is interruptible in this case, the voice state will be changed to “interrupted”.

        1.  Send a voice interrupted event to the controller to decide what to do with the existing voice: EF to not do anything to the existing voice call.

  2. Chat comes in first:

    1. On agent reserve state, interrupt Voice MRD

    2. The voice state will be changed to “interrupted”. (In the case of Cisco, it can be Not_Ready with an “interrupted” reason code)

Interruptible

Interruptible

  1. Voice call comes in first:

    1. On agent reserve state, interrupt Chat MRD

    2. Chat state will be changed to “interrupted” and no chats can be assigned.

  2. Chat comes in first:

    1. On agent reserve state, interrupt Voice MRD

    2. Voice state will be changed to “interrupted” (In the case of Cisco, it can be Not_Ready with “interrupted” reason code)

For the Cisco CC channel, even if the channel is not integrated with the system, the associated MRD will be set to INTERRUPTED. This change has been introduced in the CX 4.7.3 release.