Hey, Jason-that last suggestion was one of the things I tried, where I created a custom role that does not have the ability to create a standard call.
I thought it it might work, hoping the agent could still place calls on behalf of queue since those are generated from the queue icon rather than the calls panel. Unfortunately, taking away the call right as granted by Communicate User (and PureCloud User) roles left the agent only able to create an email or a chat on behalf of the queue, but not a call.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-25-2019 06:33
From: Jason Holdsworth
Subject: Disable Direct Calling
Hi Blair,
Is the person in question using a physical phone?
If so, you can restrict them by setting a phone number length on the actual phone settings via the web interface. (work around)
Otherwise you can try to remove their permission to start a call if they have the communicate role assigned. Rather create a custom role to test this.
Hope this helps.
Kind regards,
Jason
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Jason Holdsworth
SafriCloud PTY Ltd
Original Message:
Sent: 04-24-2019 20:21
From: Blair Wilkinson
Subject: Disable Direct Calling
Thanks George
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
Original Message:
Sent: 04-24-2019 09:59
From: George Ganahl
Subject: Disable Direct Calling
There is no way to do so that I know of.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-23-2019 21:03
From: Blair Wilkinson
Subject: Disable Direct Calling
Dear Community
Is there a way to disable 'direct calling' so that dial-out calls can only be made on-behalf of a queue please?
#Telephony
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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