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  • 1.  Agent roles

    Posted 01-22-2024 05:50

    Is there permission we can control - that does not allow agents to set their own phone properties - like select phone or deselect phone.


    #PlatformAdministration

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    Sujatha Ganapathy
    Connect Holding LLC
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  • 2.  RE: Agent roles
    Best Answer

    Posted 01-22-2024 15:39

    Try removing Telephony > Phone >  Assign to keep them from assigning phone and Telephony > Station > DisassociateSelf to keep them for removing it.  Also, removing this makes it so they can't go On Queue if they don't have a station. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Agent roles

    Posted 01-22-2024 15:58

    Thank you, we do have those disabled, however agent was still able to change properties;
    this post was after we tried those options, and that we couldnt figure out.



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    Sujatha Ganapathy
    Connect Holding LLC
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  • 4.  RE: Agent roles

    GENESYS
    Posted 13 days ago

    Hello Sujatha

    Did you managed to resolve this issue?  If not I would certainly recommend raising a case with customer care to look into what is causing this.  I believe the permissions Robert shared should be the ones related to the issue you were experiencing.

     



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    Samuel Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 5.  RE: Agent roles

    Posted 13 days ago

    The answer didnt fit in what we were looking for, we already had the role set that way and agents were still able to modify.

    However, we didnt need this control anymore as a critical function, and didnt pursue more options to make it work.



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    Sujatha Ganapathy
    Connect Holding LLC
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