A new parameter, ExclusiveVoice, has been introduced to designate the voice channel as exclusive.
Currently, if an agent has a maximum of two interactions and is already handling a voice call, they can still receive an email or another media interaction. With the Exclusive Voice parameter enabled, emails or other media interactions will not be delivered while the agent is handling a voice call. However, if the agent is handling an email, a voice call can still be delivered.
Click here to learn more about Multi-session.
This feature is implemented by the following enhancements:
156997 Multi/Session Voice Exclusive (OneContact MultiSession 3.1.0)
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