Interruptible and Non-Interruptible Channel Categories (MRDs)
This configuration allows an administrator to define whether a chat MRD should be interrupted if there is a voice call and vice versa.
Voice MRD | Chat MRD | Result |
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Non-Interruptible | Non-Interruptible | Voice call comes in first: On agent reserve state, don’t interrupt Chat MRD This means that if a new chat arrives, it will be routed to the agent and he will be handling both voice and chat
Chat comes in first: On agent reserve state, don’t interrupt Voice MRD This means that if a new voice call arrives, it will be routed to the agent.
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Non-Interruptible | Interruptible | Voice call comes in first: On agent reserve state, interrupt Chat MRD. This means that the agent's chat state will be changed to “interrupted”, and he will not receive any chats.
Chat comes in first: On agent reserve state, don’t interrupt Voice MRD This means that if a new voice call arrives, it will be routed to the agent. Now at this stage, as chat MRD is interruptible, the chat state will be changed to “interrupted”. 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)
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Interruptible | Non-Interruptible | Voice call comes in first: On agent reserve state, don’t interrupt Chat MRD This means that if a new chat arrives, it will be routed to the agent and he will be handling both voice and chat. As chat is a non-interruptible MRD and voice is interruptible in this case, the voice state will be changed to “interrupted”. 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.
Chat comes in first: On agent reserve state, interrupt Voice MRD The voice state will be changed to “interrupted”. (In the case of Cisco, it can be Not_Ready with an “interrupted” reason code)
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Interruptible | Interruptible | Voice call comes in first: On agent reserve state, interrupt Chat MRD Chat state will be changed to “interrupted” and no chats can be assigned.
Chat comes in first: On agent reserve state, interrupt Voice MRD Voice state will be changed to “interrupted” (In the case of Cisco, it can be Not_Ready with “interrupted” reason code)
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