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Thanks for contacting us. It may not be possible that the added third party can only hear the customer but not the agent. However, we encourage you to (or have an administrator from your organization) login to the Genesys Customer Care website and open a support request to get further insights on this matter. Here is also a page that lists all the features of SIP Server which might help you in identifying some features to suit your requirements.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.