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.
Original Message:
Sent: 05-18-2026 04:57
From: Muhammed Shaibant
Subject: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference
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.
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Muhammed Shaibant
x
Original Message:
Sent: 05-18-2026 03:24
From: Stephan Taljaard
Subject: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference
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
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Stephan Taljaard
EMBEDIT s.r.o
Original Message:
Sent: 05-18-2026 02:10
From: Muhammed Shaibant
Subject: Agent Interaction Restriction Requirements – Transfer, Consult, and Conference
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
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Regards,
Shaiban
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