Exclusivity and interruptibility rules

Last Updated : Jul 01, 2019 |

Exclusivity

When the administrator configures you for Exclusivity or Interruptibility, Avaya Workspaces sets restrictions on which channels you can work simultaneously. You can switch between channels depending on the configuration.

When the administrator configures you for Exclusivity, you can only work on one channel at a time. In this mode, you can only switch channels in the following scenarios:

  • When you finish your work and are idle across all channels. For example, if you have voice and chat channels and are currently working on a voice call, you can switch to chat when you end the voice call.

  • When a service that you are eligible for on a different channel becomes overloaded. In this case, Avaya Workspaces makes you unavailable on the current active channel and switches to the overloaded channel when the current active channel becomes idle. For example, if you have voice and chat channels and are currently working on a voice call and chat becomes overloaded, Avaya Workspaces makes you unavailable on voice and you can start handling chats when you end the voice call.

Interruptibility

When the administrator configures you for Interruptibility, you can work on multiple channels at the same time according to the configured rules. In this mode, you can switch channels in the following scenarios:

  • Depending on the configured rules. For example, you have two channels, voice and chat. Voice can interrupt chat but chat cannot interrupt voice. If you are currently active on chat, you can also accept voice calls. However, once you accept a voice call, you cannot accept chat.

  • When a service that you are eligible for on a different channel becomes overloaded. For example, you have two channels, voice and chat. Voice can interrupt chat but chat cannot interrupt voice. If you are currently active on voice, you cannot accept chat. But, if chat gets overloaded, Avaya Workspaces makes you unavailable on voice and available on Chat when you end the voice call. To avoid you from switching back to voice again, Avaya Workspaces makes the voice channel unavailable while chat is overloaded, ensuring that you are on the overloaded channel.