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  • 1.  Ability to enable/disable agent's capability to decline outbound interaction requests

    Posted 03-22-2021 05:30
    No replies, thread closed.
    Is it possible to enable or disable an agent's capability to decline outbound interaction requests?

    Thanks
    #Outbound

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    David Rigler
    IP Integration
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  • 2.  RE: Ability to enable/disable agent's capability to decline outbound interaction requests

    Posted 03-23-2021 01:11
    No replies, thread closed.
    I could not find anything in permission for this except Conversation->Call->Accept and if you take that away, they could not accept any calls.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Ability to enable/disable agent's capability to decline outbound interaction requests

    Posted 03-23-2021 08:00
    No replies, thread closed.
    If you configure the agents for auto-answer, they would not be able to decline voice interactions offered from a queue.

    With Callbacks or Preview you would need to create a custom Service that could be called from within the Agent Script to answer the interaction as Genesys Cloud currently supports auto-answer on voice interactions only. There is an Idea you can follow: https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-6

    Auto-answer is configurable at Agent level. Once enabled ALL voice interactions (inbound/outbound) would be auto-answered. If you needed this only for Outbound interaction you could use the custom Service I mention above and only call it for interactions that are related to an Outbound Campaign.

    Hope that helps,





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    Craig Stevenson
    Genesys - Employees
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