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Access control for Call Classification

  • 1.  Access control for Call Classification

    Posted 07-12-2019 04:44
    Hello.
    is there a way to grant or deny an Agent to make a particular classification of outbund calls (for example International Calls)?

    thanks

    #Roadmap/NewFeatures
    #Security

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    Francesco Mazzeo
    Bizmatica Sistemi S.p.a.
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  • 2.  RE: Access control for Call Classification

    GENESYS
    Posted 07-12-2019 08:44
    No

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Access control for Call Classification

    Posted 07-12-2019 11:19
    Hi George,
    any idea if this feature is on roadmap?
    we have a big opportunity having also communicate users and we need this feature (in the meanwhile we are suggesting to use a sort of "PIN" to use with the number "blocked" and only who knows the code will be able to make that kind of calls)

    Thanks
    Fancesco

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    Francesco Mazzeo
    Bizmatica Sistemi S.p.a.
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  • 4.  RE: Access control for Call Classification

    Posted 07-15-2019 14:37
    Take a look at https://purecloud.ideas.aha.io/ideas/CLOUT-I-99
    Its been sitting there a while .......

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    Brian Allison
    Spark NZ Trading
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  • 5.  RE: Access control for Call Classification

    GENESYS
    Posted 07-15-2019 17:23
    This feature is not on the roadmap, so you'll need to get a lot of folks to vote up the Idea.

    The workaround is to create multiple Sites, with different Outbound Routes per Site. 

     

    For example: 

    Power Users Indy (site)…. Has a number plan match for all calls including long distance or international calls.

    Restricted Users Indy (site) … number plan does not send long distance or international calls out the external trunk.

    Place stations in the appropriate Site. Users have to log into the correct stations to get the dialing privileges.

    This works better with WebRTC phones, since then agents can log in wherever and be locked down to one specific phone.

    With hard phones, you have to make sure the restricted users log into restricted phones, so you can't have Power Users and Restricted Users hotseat with each other.



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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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