Hi All,
Just wondering if I can get a second opinion on the below.
We've loaded all of our organisation (who aren't using Genesys Cloud) using AD SCIM to setup the Teams integration, and all of these users just get the basic 'Employee' role which is just Collaborate licence. This puts everyone in the 'My Organisation' view and can be seen as a User in the relevant dialog boxes for dialling/transferring.
However when it comes to Email interactions being handled by the Contact Center agents (with the PureCloud 3 licence), it appears that if using the Blind Transfer option, all of these users appear and can be selected in the transfer dialog - and the email can be transferred to these users.
As result - the Email is subsequently transferred to a 'Collaborate' user who will never log into Genesys Cloud - and will never receive or action the email.
It appears there is no Permission to stop 'Blind Transfer' being visible in an Email interaction and the system still allows the transfer to a user that doesn't even have permissions or licence to action Contact Center interactions.
Any ideas on how to ensure only Contact Center interactions are handled by Contact Center agents?
#PlatformAdministration#Security#SystemAdministration#Telephony------------------------------
Jeff
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