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Can user only handles calls and not callbacks

  • 1.  Can user only handles calls and not callbacks

    GCAP Member
    Posted 08-26-2021 14:44
    Licensing is call/callback.

    Any way to have user not handle callback interactions and just handle inbound calls?

    Thanks in advance.
    #SystemAdministration

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    Richard
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  • 2.  RE: Can user only handles calls and not callbacks

    GCAP Member
    Posted 08-26-2021 14:49

    You would assign a "Max Assign" of 0 for callbacks in the ACD > Utilization tab for the individual user.  Utilization values set at the user level override those inherited from workgroups as noted in this help article:

    https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/add_utilization.htm



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    AARON LAEL
    State of Utah
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  • 3.  RE: Can user only handles calls and not callbacks

    GCAP Member
    Posted 08-26-2021 15:04
    Thank you for the quick response!

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    Richard
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