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  • 1.  Restrict Outbound Calling via Calls but Allow via Interactions

    Posted 07-10-2020 11:38
    We are looking to see if there is a way to restrict agents from making outbound calls via the Calls section while still allowing them to do so via Interactions.

    The issue we are running into is we have multiple projects and brands going on all using different callback numbers assigned to the queues.  When the call is placed on behalf of the proper queue, no issue.  But if the agent calls from the calls section, our company customer service hotline is dialed by default, where the Support agents have no tie or connection to the agents working on the other projects and brands.

    No matter how much we train, remind, poke with a stick, someone will inevitably call from the Calls section.
    #Outbound

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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 2.  RE: Restrict Outbound Calling via Calls but Allow via Interactions

    Posted 07-10-2020 13:48
    I know of no way to limit them aside from you designing your own client with the API.  I would use the Agent Performance to show Non-ACD calls and use those numbers to help instruct agents that you are aware of these infractions and place financial incentive to not have them.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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