Genesys Cloud - Main

Hi, everyone!

I have a question regarding Scheduled Callbacks.  Am I able to turn off the Scheduled Callback functionality so that my agents CANNOT schedule a callback?   If so, can I make this queue specific or would it have to be for the entire organization.  We have people scheduling callbacks when they shouldn't and we would like to shut this down, if possible. 

https://help.mypurecloud.com/articles/schedule-a-callback/

Check out this resource article.  I think just remove the create callback permission.

Aaron

Hi, everyone!

I have a question regarding Scheduled Callbacks.  Am I able to turn off the Scheduled Callback functionality so that my agents CANNOT schedule a callback?   If so, can I make this queue specific or would it have to be for the entire organization.  We have people scheduling callbacks when they shouldn't and we would like to shut this down, if possible. 

Hi @Aaron Montanari  Thank you for the article link.  I read through it and I don't see where it talks about how to remove the "Create Callback" permission.  I see it talk about the ability to assign the callback to yourself and the ability to choose a different queue but I don't see where it talks about being able to shut down the functionality, entirely.  That is what I am looking for.  How do I make it so someone cannot schedule a callback, at all.  

https://help.mypurecloud.com/articles/schedule-a-callback/

Check out this resource article.  I think just remove the create callback permission.

Aaron

Hi, everyone!

I have a question regarding Scheduled Callbacks.  Am I able to turn off the Scheduled Callback functionality so that my agents CANNOT schedule a callback?   If so, can I make this queue specific or would it have to be for the entire organization.  We have people scheduling callbacks when they shouldn't and we would like to shut this down, if possible. 

check out roles/permisisons settings - the permissions below should be the one to uncheck. may have to create new role

Conversation > Callback > Create

Hi @Aaron Montanari  Thank you for the article link.  I read through it and I don't see where it talks about how to remove the "Create Callback" permission.  I see it talk about the ability to assign the callback to yourself and the ability to choose a different queue but I don't see where it talks about being able to shut down the functionality, entirely.  That is what I am looking for.  How do I make it so someone cannot schedule a callback, at all.  

https://help.mypurecloud.com/articles/schedule-a-callback/

Check out this resource article.  I think just remove the create callback permission.

Aaron

Hi, everyone!

I have a question regarding Scheduled Callbacks.  Am I able to turn off the Scheduled Callback functionality so that my agents CANNOT schedule a callback?   If so, can I make this queue specific or would it have to be for the entire organization.  We have people scheduling callbacks when they shouldn't and we would like to shut this down, if possible.