> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/expert-insights/configuring-agent-occupied-rules/configuration-examples.md).

# 配置示例

以下示例演示如何在您的 Zoom 呼叫中心账户中配置占用规则。

### <mark style="color:蓝色;">单频道占用规则</mark>

在此示例中，我们仅配置占用规则中的语音/视频频道。使用此配置时，客服仅在处理语音通话或视频通话时才会进入占用状态。所有其他通信频道都不会触发客服的占用状态。

#### 语音/视频配置示例

<div align="left"><figure><img src="/files/a9ec9a4fcb3abbb32c1497e82a45471b68a57686" alt="" width="456"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则：客服在处理一次语音通话或一次视频通话时会变为占用。

结果：客服在进行语音或视频通话时无法接收任何新的互动（来自任何频道）。
{% endhint %}

### <mark style="color:蓝色;">多频道单独规则</mark>

在此示例中，我们为三个独立的频道配置占用规则：语音/视频、电子邮件和消息。每个频道都有各自独立的规则。使用此配置时，只要这三个规则中的任意一个被匹配，客服就会进入占用状态。此方法允许每个频道独立触发占用状态，从而创建客服可能变为占用的三种不同场景。

#### 独立频道限制示例

<div align="left"><figure><img src="/files/2360b573066f5b87b07e254a2f103522ab93ec0d" alt="" width="456"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则 1：在处理 1 次语音通话或视频通话时占用

规则 2：当电子邮件频道负载达到 100% 时占用

规则 3：当发送消息频道负载达到 100% 时占用
{% endhint %}

### <mark style="color:蓝色;">多频道并发规则</mark>

在此示例中，我们使用多频道方法为语音/视频、电子邮件和消息频道配置占用规则。与其为每个频道创建单独规则，不如在每条规则中组合多个频道。该配置包含两条规则，每条规则都包含多个频道条件。要使客服变为占用状态，他们必须满足任意一条规则中的所有条件。这种方法可在不同通信频道之间提供更灵活的控制，以决定何时将客服视为占用。

#### 组合配置示例

这种灵活性使组织能够根据自身的商业版需求进行优化——并不存在通用的“正确”配置。

<div align="left"><figure><img src="/files/98e0382ebede06cbfa57e16d03b406922f1d4729" alt="" width="563"><figcaption></figcaption></figure></div>

{% hint style="success" %}
规则 1：客服在处理一次语音或视频通话且发送消息频道负载达到 100% 时会变为占用

或

规则 2：客服在处理一次语音或视频通话且电子邮件频道负载达到 100% 时会变为占用
{% endhint %}

{% hint style="info" %}
当语音或视频被包含在与其他频道的组合规则中时，客服在进行语音或视频会议时不会自动将其状态设置为占用。相反，它会一直等待，直到满足所有规则条件。这使客服能够在语音或视频会议期间继续处理消息或电子邮件。
{% endhint %}


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