Auto-Sync MRD State

Overview

Normally, when an agent wants to set their MRD state to Ready (to start receiving requests), they need to do it manually for each MRD one by one. Additionally, setting the Parent State to Ready does not affect the state of any MRD — it only updates the parent state.

With the Auto-Sync MRD feature, this behavior is improved. Now, whenever an agent sets their Parent State to Ready, all MRDs that are configured to be auto-synced will also be automatically set to the Ready state.

Limitation

While creating a new MRD, the "Autosync state with the parent state" toggle must be enabled; otherwise, a new MRD will not be created. Once the MRD is created, the Autosync option can be disabled if needed.

If auto synced is enabled for CX-Voice MRD for non voice users or free switch connection fails , CX-Voice MRD cannot be changed to Not ready manually.

MRD Auto-Sync Configuration

The auto-sync behavior for each MRD can be enabled or disabled via the Unified Admin portal. Only those MRDs that are explicitly configured for auto-sync will be updated to Ready when the agent sets their parent state to Ready.

Reverse Sync Behavior

Additionally, if the last MRD of an agent is manually set to Not Ready, the Parent State of the agent will also be automatically updated to Not Ready.

Feature Flag

This functionality is controlled by a feature flag at the backend. If the feature flag is disabled, the auto-sync behavior will be turned off.

To disable this feature, set the following environment variable in the Routing Engine deployment:

IS_MRD_AUTO_SYNC_ENABLED=false 

This variable should be under the extraEnvVars section of the Routing Engine's Kubernetes deployment configuration.