Genesys Cloud - Main

We have concerns with ACD agents transferring calls directly to another ACD queue by name. We tested using the following permissions to remove the queues column for agents to have the option to blind transfer or consult transfer a call:

This worked to remove the column from the Transfer and the Consult Options for ACD Interactions:

We did run into an issue. When trying to blind transfer or consult transfer a call that does not have a contact recognized in our system (like any external toll free or local number), we are not able to transfer to them using the Transfer or Consult icon, we are only able to transfer calls by clicking the contact that comes us with the search:

We do not want to do these blind transfers or consult transfers by always having to create a conference call.

Adding back these two permissions allows for blind and consult transfers to any external number, but it also brings back the Queues column that we were wanting to remove:

Is this a known concern when adjusting the blind/consult role permissions? Is there a way to limit what columns can be viewed without removing the ability to transfer/consult to an external number?

Thank you.

#Routing(ACD/IVR)

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Daniel Robinson
BCBSAL - IVR Admin
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Hello Daniel,

We just recently rolled out some permissions changes last month to these call controls. There is a pretty in-depth write up on these permissions here.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Daniel,

I havn't played around with those permissions yet, but alternative that I used to remove queues from the transfer list was to move the queues to a separate division and restrict the Queue->Search permission to not include the division the queues were in. Maybe a viable solution for yourself if the permissions do not work out as expected.  

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Kevin Young
TTEC Digital, LLC
kevin.young@ttecdigital.com
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• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

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Maxim Tsvetov
Senior Principal PS Consultant
Genesys
------------------------------

"These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer."

Why?

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Travers Dunne
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Original Message:
Sent: 02-23-2026 12:01
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

I just want to confirm that the new Transfer permissions indeed limit the ability to transfer to a free form phone number. 

This is by design.

 

Basically, you have two configurations, and the same applies for Blind and Consult transfers.

 

Configuration 1:

 

• conversation > communication > blindTransfer

Allows transfer to any destination such as an external number, external contact, agent, or queue.

 

Configuration 2:

 

• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

 

Allows you to limit transfers to either Agent, Queue, or External Contact, or a combination of them. However, in this configuration you can no longer transfer to a free form number. You have to first add it as an External Contact.

 

These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer.

 

Possible workarounds:

1) As mentioned above, make sure to add all the numbers to External Contacts. This would be the main way to do it.

 

2) You can transfer via Agent Script. You can add an input field for a phone number and a button to invoke a secure flow. You pass the phone number to the secure flow, and the secure flow does the actual transfer. This method only allows you to do a Blind Transfer.

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Maxim Tsvetov
Senior Principal PS Consultant
Genesys
------------------------------

This is by design. Scripter actions use the same APIs as unrestricted transfer, so if you remove the permissions that allow unrestricted transfer, it will also affect the script buttons.

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Maxim Tsvetov
Senior Principal PS Consultant
Genesys
------------------------------

Original Message:
Sent: 02-23-2026 16:13
From: Travers Dunne
Subject: Blinder Transfer and Consult Transfer Permissions

"These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer."

Why?

------------------------------
Travers Dunne
------------------------------


Original Message:
Sent: 02-23-2026 12:01
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

I just want to confirm that the new Transfer permissions indeed limit the ability to transfer to a free form phone number. 

This is by design.

 

Basically, you have two configurations, and the same applies for Blind and Consult transfers.

 

Configuration 1:

 

• conversation > communication > blindTransfer

Allows transfer to any destination such as an external number, external contact, agent, or queue.

 

Configuration 2:

 

• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

 

Allows you to limit transfers to either Agent, Queue, or External Contact, or a combination of them. However, in this configuration you can no longer transfer to a free form number. You have to first add it as an External Contact.

 

These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer.

 

Possible workarounds:

1) As mentioned above, make sure to add all the numbers to External Contacts. This would be the main way to do it.

 

2) You can transfer via Agent Script. You can add an input field for a phone number and a button to invoke a secure flow. You pass the phone number to the secure flow, and the secure flow does the actual transfer. This method only allows you to do a Blind Transfer.

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Maxim Tsvetov
Senior Principal PS Consultant
Genesys

Following up on this question: The transfer restriction is excellent, but to the point earlier, the Script should observe the users' permissions.

The script observes (or inherits) the users' permissions for actions like Data Actions (i.e the user needs to have Data Action execution permission). Should it not do the same on the Transfer Buttons?

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Peter Stoltenberg
Engineer
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Original Message:
Sent: 02-25-2026 13:48
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

This is by design. Scripter actions use the same APIs as unrestricted transfer, so if you remove the permissions that allow unrestricted transfer, it will also affect the script buttons.

------------------------------
Maxim Tsvetov
Senior Principal PS Consultant
Genesys
------------------------------


Original Message:
Sent: 02-23-2026 16:13
From: Travers Dunne
Subject: Blinder Transfer and Consult Transfer Permissions

"These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer."

Why?

------------------------------
Travers Dunne


Original Message:
Sent: 02-23-2026 12:01
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

I just want to confirm that the new Transfer permissions indeed limit the ability to transfer to a free form phone number. 

This is by design.

 

Basically, you have two configurations, and the same applies for Blind and Consult transfers.

 

Configuration 1:

 

• conversation > communication > blindTransfer

Allows transfer to any destination such as an external number, external contact, agent, or queue.

 

Configuration 2:

 

• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

 

Allows you to limit transfers to either Agent, Queue, or External Contact, or a combination of them. However, in this configuration you can no longer transfer to a free form number. You have to first add it as an External Contact.

 

These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer.

 

Possible workarounds:

1) As mentioned above, make sure to add all the numbers to External Contacts. This would be the main way to do it.

 

2) You can transfer via Agent Script. You can add an input field for a phone number and a button to invoke a secure flow. You pass the phone number to the secure flow, and the secure flow does the actual transfer. This method only allows you to do a Blind Transfer.

------------------------------
Maxim Tsvetov
Senior Principal PS Consultant
Genesys

Travers, 

Not sure if this will solve your problem or not, but there is a way to achieve this using a Data Action and plugging it behind a script button.

This is the endpoint: /api/v2/conversations/calls/${input.conversationID}/participants/${input.participantID}/voice/consult, where the participant id is the customer participant.

here's the body of the api call.

{
  "speakTo": "DESTINATION",
"consultingUserId":"${input.userId}",
"address": "${input.address}"
}

------------------------------
Peter Stoltenberg
Engineer
------------------------------

Original Message:
Sent: 02-23-2026 16:13
From: Travers Dunne
Subject: Blinder Transfer and Consult Transfer Permissions

"These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer."

Why?

------------------------------
Travers Dunne
------------------------------


Original Message:
Sent: 02-23-2026 12:01
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

I just want to confirm that the new Transfer permissions indeed limit the ability to transfer to a free form phone number. 

This is by design.

 

Basically, you have two configurations, and the same applies for Blind and Consult transfers.

 

Configuration 1:

 

• conversation > communication > blindTransfer

Allows transfer to any destination such as an external number, external contact, agent, or queue.

 

Configuration 2:

 

• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

 

Allows you to limit transfers to either Agent, Queue, or External Contact, or a combination of them. However, in this configuration you can no longer transfer to a free form number. You have to first add it as an External Contact.

 

These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer.

 

Possible workarounds:

1) As mentioned above, make sure to add all the numbers to External Contacts. This would be the main way to do it.

 

2) You can transfer via Agent Script. You can add an input field for a phone number and a button to invoke a secure flow. You pass the phone number to the secure flow, and the secure flow does the actual transfer. This method only allows you to do a Blind Transfer.

------------------------------
Maxim Tsvetov
Senior Principal PS Consultant
Genesys

Has this feature been adjusted since release? We can now see a 4th permission Blind/Consult "transfer is allowed only to external destination"

------------------------------
Travers Dunne
------------------------------

Original Message:
Sent: 02-23-2026 12:01
From: Maxim Tsvetov
Subject: Blinder Transfer and Consult Transfer Permissions

I just want to confirm that the new Transfer permissions indeed limit the ability to transfer to a free form phone number. 

This is by design.

 

Basically, you have two configurations, and the same applies for Blind and Consult transfers.

 

Configuration 1:

 

• conversation > communication > blindTransfer

Allows transfer to any destination such as an external number, external contact, agent, or queue.

 

Configuration 2:

 

• conversation > communication > blindTransferAgent
  
• conversation > communication > blindTransferQueue
  
• conversation > communication > blindTransferExternalContact

 

Allows you to limit transfers to either Agent, Queue, or External Contact, or a combination of them. However, in this configuration you can no longer transfer to a free form number. You have to first add it as an External Contact.

 

These permissions also apply to transfers from Agent Script. Basically, if you use Configuration 2, it does not allow you to transfer from Agent Script, since it is a free form transfer.

 

Possible workarounds:

1) As mentioned above, make sure to add all the numbers to External Contacts. This would be the main way to do it.

 

2) You can transfer via Agent Script. You can add an input field for a phone number and a button to invoke a secure flow. You pass the phone number to the secure flow, and the secure flow does the actual transfer. This method only allows you to do a Blind Transfer.

------------------------------
Maxim Tsvetov
Senior Principal PS Consultant
Genesys
------------------------------

Hi Daniel! Additional info has been covered about your question on the new Q&A Show that just released. Chapter marker 4:06. Hope this helps :)

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Nicole Milliken
Senior Online Community Video Specialist
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