Feature Description:
The customer is requesting an enhancement to RingCX Digital that would allow the system to automatically prevent agents who are currently engaged in an active voice call from receiving new digital interactions.

Current Behavior:
Currently, agents who are handling an active voice call may still receive digital interactions, resulting in multiple concurrent interactions across different channels.

Requested Enhancement:
Provide an option or configuration within RingCX Digital that allows administrators to prevent agents who are currently handling an active voice call from receiving new digital interactions.

Ideally, the system should automatically recognize the agent's active voice call status and temporarily make the agent unavailable for new digital interactions until the call has ended.

Expected Outcome:
When an agent is actively engaged in a voice call, RingCX Digital should automatically exclude that agent from digital interaction routing. Once the voice call is completed and the agent becomes available, the system should allow the agent to receive digital interactions again, subject to their configured availability and capacity.

This enhancement would provide customers with greater control over agent workload management and help organizations maintain consistent service quality across voice and digital channels.