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  • 1.  Call transfers only via Script

    Posted 9 days ago

    Hi,

    Due to the new granularity applied at the agent level, described in the link below, we can now limit call transfers via the interface to agents, and as far as I understand, this also affects calls transferred via script.

    https://genesyscloud.ideas.aha.io/ideas/INB-I-915

    Is there any way to block call transfers (blind and consult) to allow them only via Script?

    Thank you.


    #Scripts

    ------------------------------
    Daniel Carneiro
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  • 2.  RE: Call transfers only via Script

    Posted 9 days ago

    Hello, I have a similar need with an opportunity. I hope you can share a possible solution. Thank you.



    ------------------------------
    Carlos Gutierrez
    Solution Consultant
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    Original Message


  • 3.  RE: Call transfers only via Script

    Posted 8 days ago

    No, this is not possible today. The new transfer‑permission settings in Genesys Cloud apply equally to transfers made through the UI and those triggered from an Agent Script, since both use the same underlying API.

    This means that if you block blind/consult transfers in the UI, they will also be blocked in Scripts, as there is currently no permission that differentiates between the two.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 4.  RE: Call transfers only via Script
    Best Answer

    Posted 8 days ago

    Hi Daniel,

    In this case, you can remove the agent's transfer permissions and handle the transfer through the script using a Data Action. This way, the transfer option will no longer be available to the agent, and any transfer will have to follow the configuration defined in the script.
     
    Within the script, you can create a dropdown containing the queue names and IDs you want to allow for transfers, and then call the API:
     
    /api/v2/conversations/${input.conversationId}/participants/${input.participantId}/replace/queue
     
    to perform the transfer.


    ------------------------------
    Elisson Fernandes
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    Original Message


  • 5.  RE: Call transfers only via Script

    Posted 4 days ago

    Hi Elisson,

    I thought maybe there was same way to make that possible, thank you for the help guys.



    ------------------------------
    Daniel Carneiro
    ------------------------------

    Original Message


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