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Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.

Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.

More details along the same lines can be found in this blueprint on the Developer Center:

https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.

Hi @George Ganahl, this blueprint was created post my solution that I explained earlier. 

Regards

More details along the same lines can be found in this blueprint on the Developer Center:

https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.

Hi @richard craig,

I had the same requirement and have achieved this by using Triggers+Workflow+DataAction.

You need to create a Triger for v2.detail.events.conversation.{id}.user.start and define the parameters as TopLevelPrimitives (for simplification) and trigger path is based on $.direction == "OUTBOUD"

Create a workflow to be used trigger path and define parameter Flow.queueId, Flow.conversationId. Then check isnotsetorempty(Flow.queueId) condition and if TRUE, just disconnect the conversation using data-action for call disconnect.

Create data-action to use the following API, "/api/v2/conversations/{conversationId}/disconnect". This API takes a conversationId as parameter and disconnects it.

In my case there were two requirements, 1) don't allow anyone to call without a queue, and 2) only certain designated "outbound" queues were allowed to make calls. I thus added additional logic to ensure both my requirements are met in the same workflow. I also added participant data to ensure we log the correct information if the call was disconnected due to either of the requirements.

Hope this helps.

Is it possible to stop agents from using the dial pad to make outbound calls. I need the agent to only be able to make calls using the queue and not via the dial pad for reporting purposes. 

When agents use the dial pad to make calls it is only possible to see the name of the person who made the call but there is no queue that the call was made from.

I have removed the Conversation > Call > Accept and Conversation > Call > Add permissions but this removes the ability to make any phones calls completely and also removes the phone icon on the left hand side of the screen.