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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Original Message:
Sent: 08-26-2021 14:43
From: Richard Chia
Subject: Can user only handles calls and not callbacks
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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