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.
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?
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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
Original Message:
Sent: 01-13-2026 14:16
From: Daniel Robinson
Subject: Blinder Transfer and Consult Transfer Permissions
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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