|Hard Coding the Voice MRD in the Agent desk
|We map the Agent State coming from the CISCO with the relevant voice MRD, so for this, we are using a hardcoded MRD named "VOICE".
|Hard Coding the Voice Channel Type in the Agent desk
On leaving a conversation in case a voice channel session is active,
|Which library needs to load during the Agent desk Load-up
|For handling the voice channel the Agent desk needs to know which platform is being used for voice calls, either Cisco or free switch so that the relevant library will create a connection with the relevant platform
- We will introduce configuration parameters in agent-desk environment variables to store the supported voice platform MRDs mapping.
- TEAM-CC-MRD (For future)
- At the time of deployment, the RE will bootstrap MRDs and CCM will link MRDs with the supported voice channel types.
- The ids of the MRDs bootstrapped by RE will be per-configured in
In the future, we will define and load the voice platform configurations from unified-admin. An ADR for this has been created.
At the moment, RE sends all MRDs upon agent login. The RE should return the list of MRDs associated with the agent. An ADR for this has been created.
|On MRD Change notification from the voice platform
|The RE will update the presence state of the MRD
|On MRD state change from agent-desk
|The request will be sent to RE as per the current implementation.
|On agent state event from RE
Note: if the incoming MRD state from RE is
|On Conversation Close