##### Interaction Management Tasks

# Locking and Unlocking Interactions

When an interaction is locked, it cannot be moved to a different Queue or Workbin (by any user or the routing server). The Supervisor Work Area provides two different options for locking interactions, the Lock Mode button and the Lock/Unlock actions.

You cannot change the locked status of an interaction that has an Interaction Status of Routing.

## Lock Mode Button

You can lock or unlock all interactions in all slices by using the Lock Mode button. Mode button is located on the Supervisor Work Area Button Bar. It is present only when you are working with interaction lists.

Setting the Lock Mode to On locks all interactions in the current view (all slices). The ToolTip changes to Snapshot is locked. When you use this option, all locks are preserved until you either set the Lock Mode to Off, navigate to another view, or log off. The ToolTip changes to Snapshot is unlocked.

For further information about slices, see Major Areas and Controls and Working with Large Lists.

### Simultaneously Opening and Locking a Collection of Interactions

To simultaneously open a collection of interactions and set the Lock Mode to On:

1. Display the appropriate interaction collections on the list pane (for example—Customer Segment or Service Type collections). For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Select the appropriate interaction collection (for example—default).

3. Click the list pane Actions button and select Selected > Open and Lock.

The next section describes how to unlock interactions.

### Locking and Unlocking All Interactions in All Slices

To lock all interactions in all slices:

1. Display the appropriate collection of interactions on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Click the Lock Mode button.

To unlock the interactions, click the Lock Mode button again.

## Lock/Unlock Actions

You can also lock and unlock selected interactions using the Actions button on the list pane or details pane. For example, if you are working with the list pane, selecting Actions > Selected > Lock will lock each interaction that is selected on the list pane. However, when using this option, all locks are removed when you do any of the following:

- Refresh a view of the interactions

- Apply a new filter to a view of the interactions

- Navigate to another view

- Log off

### Locking and Unlocking Selected Interactions

To lock or unlock selected interactions:

1. Display the appropriate collection of interactions on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Select the appropriate interactions.

3. Do one of the following:

- To lock the interactions, click the list pane Actions button and select Selected > Lock.

To lock an interaction that is displayed on the details pane, click the details pane Actions button and select Interaction > Lock.

- To unlock the interactions, click the list pane Actions button and select Selected > Unlock.

To unlock an interaction that is displayed on the details pane, click the details pane Actions button and select Interaction > Unlock.

### Locking and Unlocking All Interactions in the Current Slice

To lock or unlock all interactions in the current slice:

1. Display the appropriate collection of interactions on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Click the list pane Actions button and select Select > Select All.

3. Do one of the following:

- To lock the interactions, click the list pane Actions button and select Selected > Lock.

- To unlock the interactions, click the list pane Actions button and select Selected > Unlock.

For an overview of the user interface controls, see Major Areas and Controls.