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  • 1.  Disable disconnect button/option

    Posted 12-24-2025 17:25
    No replies, thread closed.

    when an agent is in a call , is possible to remove or disable the Disconnect option for an agent?  Client  only wants that customer finish the call not the agent.

    can be possible?


    #Omni-ChannelDesktop/UserInterface

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    Santiago Montoya
    NA
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  • 2.  RE: Disable disconnect button/option
    Best Answer

    Posted 01-02-2026 11:12
    No replies, thread closed.

    Hello Santiago,

    Currently we do not have a way to disable that for agents, though I did see a few Ideas marked as Future Consideration in the Product Ideas Lab. I would recommend you check them out and vote on the ones below. 

    https://genesyscloud.ideas.aha.io/ideas/TEL-I-193

    https://genesyscloud.ideas.aha.io/ideas/INB-I-494



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Disable disconnect button/option

    Posted 01-05-2026 09:21
    No replies, thread closed.

    If you are using the web UI and not the desktop app it is possible to develop or use a browser extension that can manipulate the page and remove the button. I've done with UBlock Origin to demonstrate the capability, but it would be really up to someone to build a custom application to do this. If that is not an option then there isn't really much you can change.



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    Steve Alix
    EDCi
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