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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