Genesys Cloud CX

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  • 1.  Is there a way to remove the calls icon

    Posted 08-15-2022 16:27
    We have a manual outbound dialing group.   They are going to call on behalf of the queue.  we are looking to remove the calls icon on the left hand side so to avoid confusion on what icon to use (we want them to use interactions).  i haven't found a way to to do this.  is it possible?

    Clayton Curtis
    Enova Online Services, Inc.

  • 2.  RE: Is there a way to remove the calls icon

    Posted 08-16-2022 17:02
    Hi Clayton,

    Why exactly do you want to remove the button?
    We've had a challenge in our implementation where different groups of agents needed to call with different outbound ANI's. We wanted to make this a base setting so they don't need to call on behalf of a queue to ensure the correct outbound ANI.
    You can create different sites in phone management for different usergroups where you pre determine the outbound ANI.

    Hope this is what you're looking for. Other advice is a bit hard to give without knowing the 'why' behind your question.

    Joost van Loenen
    Decisions Eneco