Genesys Cloud - Main

I am using the Genesys Cloud Embeddable Framework and have a requirement to prevent agents from manually dialing numbers using the New Interaction option.

The customer wants agents to make outbound calls only through Click-to-Dial functionality from their CRM application.

Has anyone successfully hidden the New Interaction option in the Embeddable Framework?

Any guidance would be greatly appreciated.

Thank you

#Other

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Nivedraj P
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Attachment(s)

framework.js   5 KB 1 version

Hi Nivedraj,

I noticed the attached configuration already includes:

hideNewInteractionState: true

Since you're still asking the question, I'm assuming either that setting is not having the desired effect in your environment or it behaves differently than expected.

From my understanding, there isn't a documented native Embeddable Framework setting that reliably removes the New Interaction option itself. If the objective is to prevent manual outbound dialing, it may also be worth testing the Conversation > Call > Create permission, as that should prevent agents from manually initiating calls even if the UI element remains visible.

Hopefully someone from community would add more to this.

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Phaneendra
Technical Solutions Consultant
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Hi Phaneendra Avatapalli,

I couldn't find the Conversation > Call > Create permission. However, I can see the Conversation > Call > Add permission.

When I removed the Conversation > Call > Add permission, all outbound calling functionality was restricted, including Click-to-Dial.

Our requirement is to disable manual dialing through the New Interaction option while still allowing agents to make calls using Click-to-Dial from the CRM.

Is there a specific permission or configuration that would allow Click-to-Dial while preventing manual dialing?

Thank you for correcting me Nivedraj and for testing that.

That's useful to know, as it confirms that removing Conversation > Call > Add impacts both manual outbound dialing and CRM Click-to-Dial functionality.

At this point, I'm not aware of a specific permission or configuration that would allow Click-to-Dial while preventing manual dialing through the New Interaction option.

Hopefully someone from the community who has implemented a similar CRM-only outbound dialing model can share their experience or suggest an alternative approach.

I also came across this discussion which may be relevant:

https://community.genesys.com/discussion/dialpad-restrictions

While it does not provide a native way to hide the New Interaction option, the discussion covers a similar requirement around preventing agents from making manual outbound calls. One of the approaches mentioned was using Triggers and Workflows to identify and disconnect outbound calls that were not initiated through an approved process.

Not exactly the same use case, but it may be worth reviewing if the primary objective is to prevent manual outbound dialing while still allowing CRM Click-to-Dial.