Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Division and Transferring Calls

Jump to Best Answer
  • 1.  Division and Transferring Calls

    Posted 01-17-2021 07:02
    Dears,

    How can I prevent agents to transfer calls to other division?

    I have two divisions in which each has agents and queues; however, the agents from one can transfer to other!.

    Please any advise or idea would be appreciated.
    Best regards,

    #PlatformAdministration
    #QualityManagement
    #Routing(ACD/IVR)

    ------------------------------
    Ali Aljohani
    Hadef Information Technology Co.
    ------------------------------


  • 2.  RE: Division and Transferring Calls
    Best Answer

    Top 25 Contributor
    Posted 01-17-2021 14:15
    This idea has been accepted but you can't currently restrict which queues agents can see/transfer to

    https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-955

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------



  • 3.  RE: Division and Transferring Calls

    Top 25 Contributor
    Posted 01-18-2021 00:19
    I wonder what would happen if you removed the permission to search for queues, but instead put the transfer function into buttons in a script with a drop down of the queues relevant to their division?  Guessing though that will break some of the performance views for the agents.  The scripter transfer functions may still need that permission on the agent's role anyway.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 4.  RE: Division and Transferring Calls

    Posted 01-18-2021 02:15
    Edited by Ali Aljohani 01-18-2021 07:01
    Hello Vaun,

    Thank you very much for the response.

    Your idea is really good. I have made a quick test, and it works.
    As you explained, I just removed Search-Queue permission, and inside the script I have added the queues that are allowed.

    Best regards,



    ------------------------------
    Ali Aljohani
    Hadef Information Technology Co.
    ------------------------------



  • 5.  RE: Division and Transferring Calls

    Posted 01-18-2021 02:04
    Thank you for the feedback, Will.

    ------------------------------
    Ali Aljohani
    Hadef Information Technology Co.
    ------------------------------