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  • 1.  How could I make it so that a certain group of agents cannot call a list of short extensions and a list of external long numbers?

    Posted 25 days ago

    hi

    How could I make it so that a certain group of agents (not all on the platform, but only those in a certain division) cannot call a list of short extensions and a list of external long numbers?

    thank you very much

    regards


    #Telephony

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    Ana Martin
    Consultant
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  • 2.  RE: How could I make it so that a certain group of agents cannot call a list of short extensions and a list of external long numbers?
    Best Answer

    Top 25 Contributor
    Posted 24 days ago

    Hi Ana,
    Try using Triggers & associated Architect workflow. I have done something similar where we stopped agents making outbound calls by clicking the phone icon. if someone does this, the call never connects. Instead everyone has to make outbound call using the interaction icon & queues.

    In you case you can trigger a workflow where you check what number is being dialled and by which user. Setup a couple of data-tables of the users & phone numbers with restrictions & then within the workflow either continue to allow the call or just disconnect the call, and I usually add some "Participant Data" to put in appropriate message/reason for disconnecting.

    Hope this helps.



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
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  • 3.  RE: How could I make it so that a certain group of agents cannot call a list of short extensions and a list of external long numbers?

    Posted 22 days ago

    Thank you very much

    regards



    ------------------------------
    Ana Martin
    Consultant
    ------------------------------



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