Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Disable Call icon

    Posted 07-10-2025 13:42
    No replies, thread closed.

    Hello, 

    I'm curious to know if anyone has found a way (permission?) to disable the Calls icon from the left-hand controls column? We have groups of agents in our contact centre that we want to have them use only the Interactions icon to initiate an outbound call (on behalf of a queue).  

    Thank you!

    Sheryl


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Sheryl McKercy
    Program Manager, Contact Centre Technologies
    ------------------------------


  • 2.  RE: Disable Call icon
    Best Answer

    Posted 07-11-2025 08:02
    No replies, thread closed.

    Hello Sheryl, 

    There isnt a direct setting to disable this. But it could be done with playing around with permissions. Look for permissions related to non-ACD and outbound calling. You should be able to adjust these to restrict calling capabilities while interactions. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Disable Call icon

    Posted 08-25-2025 17:36
    No replies, thread closed.

    Sheryl,

    I couldn't find a permission setting for this.  It is something that my organization would find useful as well.

    I did find an open Idea for it: Disable ability for users to make direct | Genesys Cloud Ideas Portal

    It's been a pain point for over 6 years, but looks like the Genesys team is actively working on it.



    ------------------------------
    Peter DeMarco
    na
    ------------------------------



  • 4.  RE: Disable Call icon

    Posted 08-25-2025 23:48
    No replies, thread closed.

    Thank you!  I'll check out and like the Idea!



    ------------------------------
    Sheryl McKercy
    Program Manager, Contact Centre Technologies
    ------------------------------

    Original Message


  • 5.  RE: Disable Call icon

    Posted 08-25-2025 20:21
    No replies, thread closed.

    Nothing in permissions.  What I would suggest is a Trigger on Agent Start and check call for queue ID.  It not present, just disconnect the call.  You will want to make sure 911 is excluded from disconnection as that needs to be in there for Kari's Law. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



Related Content