Original Message:
Sent: 05-18-2026 02:56
From: Stephan Taljaard
Subject: DTMF/Dial Pad needs to be blocked
Hi Muhammed
I also found the following on the ideas portal, would recommend voting on the idea as well - https://genesyscloud.ideas.aha.io/ideas/UCC-I-163.
The following was also shared in the community where it was suggested to make use of Triggers. Not sure if this can perhaps be used as a workaround for your customer - https://community.genesys.com/discussion/dialpad-restrictions
Regards
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Stephan Taljaard
EMBEDIT s.r.o
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Original Message:
Sent: 05-18-2026 02:50
From: Muhammed Shaibant
Subject: DTMF/Dial Pad needs to be blocked
Dear Stephan
Thank you for your response.
You are correct - our exact requirement is that agents should be able to receive outbound campaign calls (including all campaign types such as Preview, Predictive, and Progressive) as well as inbound calls. However, the customer wants the dial pad/DTMF functionality to be disabled or blocked for agents to prevent manual outbound calling.
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Muhammed Shaibant
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Original Message:
Sent: 05-18-2026 02:40
From: Stephan Taljaard
Subject: DTMF/Dial Pad needs to be blocked
Good Day Shaiban
According to my understanding, the "Conversation > Call > Add permission" is required for an agent to select a phone(Communicate license). This is used for both inbound and outbound calls. This permission assign the dialpad. If you remove this permission, the agent wont be able to make or receive calls.
https://help.genesys.cloud/articles/make-call/
I found this on the community from a few years back, not sure if anyone else perhaps has another idea on how to achieve this - https://community.genesys.com/discussion/can-we-hide-the-dial-pad-from-the-calls-menu
Regards
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Stephan Taljaard
EMBEDIT s.r.o