Genesys Cloud CX

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  • 1.  How to restrict dialing international calls for certain users.

    Posted 07-01-2022 05:10
    Hello Community,

    We know we can restrict dialing international calls for all phones in a site using 'Outbound Routes'.
    But we need to restrict this right only for certain users.
    For example, among users in one site, we want to grant only to supervisors the right.
    - Surpervisors : can dial international calls
    - Agents : cannot dial international calls
    Can Role/Permissions help us? Or is there any idea about this issue?

    Best Regards,

    SK
    #Telephony

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    Sunkyoon Jang
    Ablecom. Co. Ltd.
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  • 2.  RE: How to restrict dialing international calls for certain users.

    Posted 07-03-2022 20:12
    Hi Sunkyoon -

    Remember that a 'Site' is not a geographical entity, so you can have multiple Sites per physical Location.

    The Phone is associated with a Site, so created different Sites with the required Number Plan restrictions, then use the required Site; this is how we currently do it.

    As far as I can see in the current Genesys config:
    - there is no way of grouping Users or Phones for this feature;
    - there is no Permission controlling 'types' of number dialled (International, National, etc.);
    - the Number Plan may be edited to suit your requirements, so it would be difficult to apply a Permission anyway.

    Maybe someone else has a better idea?

    Hope that helps :)

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    malcolm.green@nexon.com.au
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  • 3.  RE: How to restrict dialing international calls for certain users.

    Posted 07-04-2022 12:02
    Hi,

    As you say, if you want to send international or national calls, it is done at the site level.
    Then you could assign the telephone numbers (in general) of the advisors to a site that restricts international calls, and another site for supervisors that does allow international calls.
    Remember that it is in the phones where the site is assigned

    Regards

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    Oliver Martinez
    Interbank
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  • 4.  RE: How to restrict dialing international calls for certain users.

    Posted 07-04-2022 12:06

    Hi,

    How do you control if the agent does not have their down phone number? 



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    Vincent Sabolboro
    ATB Financial
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  • 5.  RE: How to restrict dialing international calls for certain users.

    Posted 07-08-2022 23:29
    Thanks to All for your help.
    Best regards,

    SK

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    Sunkyoon Jang
    Ablecom. Co. LTD
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