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  • 1.  DTMF/Dial Pad needs to be blocked

    Posted 8 hours ago

    Dear Team,

    Is there any way to restrict DTMF/Dial Pad access for agents in Genesys Cloud?

    Can this be achieved by removing specific roles or permissions, or are there any alternative approaches available to restrict agent access to the dial pad functionality?

    Looking forward to your suggestions and recommendations.


    #Outbound

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    Regards,
    Shaiban
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  • 2.  RE: DTMF/Dial Pad needs to be blocked

    Posted 8 hours ago
    Edited by Stephan Taljaard 8 hours ago

    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
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    Original Message


  • 3.  RE: DTMF/Dial Pad needs to be blocked

    Posted 8 hours ago
    Edited by Muhammed Shaibant 8 hours ago
    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
    x
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    Original Message


  • 4.  RE: DTMF/Dial Pad needs to be blocked

    Posted 8 hours ago

    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


  • 5.  RE: DTMF/Dial Pad needs to be blocked

    Posted 7 hours ago

    Thank you, Stephan, for your quick response and continued support.😊



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    Muhammed Shaibant
    x
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    Original Message


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