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  • 1.  Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 20 days ago

    Dear Team,

    Are there any options available to fulfill the below requirements?

    a. Transfer should be allowed only to internal supervisors. Agents should not have the option to transfer calls directly to other agents.

    b. Consult should be allowed only with internal supervisors. Agents should not have the option to consult with other agents.

    c. Conference should be allowed only with internal supervisors. Agents should not have the option to initiate conference calls with other agents.

    Looking forward to your suggestions and recommendations.


    #Outbound

    ------------------------------
    Regards,
    Shaiban
    ------------------------------


  • 2.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 20 days ago

    Hi Muhammed

    I have not tested this myself but found the following which might address your requirement.  I found the following on the Ideas portal where permissions allow you better control for transfer behavior - https://genesyscloud.ideas.aha.io/ideas/INB-I-915

    New permissions are grouped by transfer type and target:

    • Blind Transfers

      • conversation > communication > blindTransfer

      • conversation > communication > blindTransferAgent

      • conversation > communication > blindTransferQueue

      • conversation > communication > blindTransferExternalContact

    • Consult Transfers

      • conversation > communication > consultTransfer

      • conversation > communication > consultTransferAgent

      • conversation > communication > consultTransferQueue

      • conversation > communication > consultTransferExternalContact

    Sharing the following steps that you can perhaps test:

     

    1. Create the "Supervisors" Division

    2. Create the Restricted Agent Custom Role

    3. Move Supervisors into their Division - Now, assign your supervisors to their newly isolated profile space

    4. Assign the Custom Role to Agents (With Division Scoping) - This is the critical step where you tie the agent's interaction permissions strictly to the supervisor

    • Navigate back to Admin > People & Permissions > Roles/Permissions.
    • Locate your newly created Restricted_Agent_Interaction_Role.
    • Click More (...) next to the role name and select Change Membership.
    • On the membership assignment window, search for and select your regular Agents.
    • Before saving, check the box that says Set divisions for all selected people.
    • In the divisions lookup box, select Supervisor_Division

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 3.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 20 days ago
    Dear Stephan,
     
    Thank you for your support.
     
    As per the workaround you shared, I have reviewed and tested it. However, unfortunately, it did not work as expected.


    ------------------------------
    Muhammed Shaibant
    x
    ------------------------------

    Original Message


  • 4.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 20 days ago

    Hi Muhammed

    This is noted, thank you for the update.

    I will continue to investigate on my side and share with you if I find any alternative options.

    Hopefully someone else in the community has an idea on how to achieve this.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference
    Best Answer

    Posted 19 days ago

    Hi @Muhammed Shaibant,

    We have a logic we use for queue-to-queue transfers, and I believe it could be adapted to this scenario of transferring to an agent.
     
    In our case, we remove transfer permissions from agents and handle the transfer directly in the script, using Data Actions to execute it. Since Data Actions run via OAuth, we wouldn't have issues related to the agent's permissions.
     
    Today, we have a dropdown in the script to select the target queue and then perform the transfer (or a lookup, as needed). The change would be to replace the queue selection with a list of supervisors/agents.
     
    That said, this is just an example and it would likely need some refinement to fully fit the scenario.


    ------------------------------
    Elisson Fernandes
    ------------------------------



  • 6.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 19 days ago

    Exactly, @Elisson Fernandes!

    One way to do that is by using replace APIs.

    post /api/v2/conversations/{conversationId}/participants/{participantId}/replace/agent
    post /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
    Here is an example of a data action to transfer agent-to-agent that we've used for a customer to work with message media: 
    Contract: 
    {
      "type": "object",
      "properties": {
        "conversationID": {
          "type": "string"
        },
        "participantID": {
          "type": "string"
        },
        "userID": {
          "type": "string"
        }
      }
    }
    Request
    {
      "requestType": "POST",
      "requestTemplate": "{\n  \"transferType\": \"Unattended\",\n  \"userId\": \"${input.userID}\",\n  \"voicemail\": false\n}",
      "requestUrlTemplate": "/api/v2/conversations/${input.conversationID}/participants/${input.participantID}/replace/agent",
      "headers": {
        "userId": "${input.userID}"
      }
    }
    Request body:
    {
      "transferType": "Unattended",
      "userId": "${input.userID}",
      "voicemail": false
    }


    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 7.  RE: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference

    Posted 19 days ago
    Edited by Phaneendra Avatapalli 19 days ago

    Thank you all for sharing the different approaches and examples.

    It does sound like once you move beyond the native transfer permissions/behaviour, the more flexible option may be handling the transfer/consult actions through controlled scripts + Data Actions/APIs, where you can limit exactly which supervisors/targets are exposed to agents.

    The custom script approach shared by Elisson and Arthur looks particularly interesting for scenarios where stricter transfer governance is required.


    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



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