Genesys Cloud CX

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  • 1.  Limit calls to an agent while they are on a call

    Posted 12 days ago

    Hi all!

    Thanks in advance for your help with the following question:

    Is it possible to limit an agent so that when he has a live incoming call, he cannot make an outgoing call at the same time?

    Regards.


    #Routing(ACD/IVR)

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    [Camilo]
    [Claro Colombia]
    [Colombia]
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  • 2.  RE: Limit calls to an agent while they are on a call

    GENESYS
    Posted 11 days ago
    Edited by Nico Feliciano 11 days ago
    Hello Camilo,

    Genesys Cloud does allow an agent to place a new call while on a call - essentially putting the inbound call on hold and then placing a new outbound call on behalf of a queue. The ability to place another call on behalf of a queue has permission requirements as seen on this Resource Center page. Limiting agents of the listed permissions should disable the ability. The first 5 permissions do overlap with an agent's access to the Interactions Panel, so I suggest removing the other permissions on the list and see if that disables the ability to make an outgoing call.

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    Nico Feliciano
    Genesys - Employees
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  • 3.  RE: Limit calls to an agent while they are on a call

    GENESYS
    Posted 11 days ago

    Camilo, we don't have a specific solution for this.  (Thanks, Jan for laying out our current flow!)  If you are interested in this as a feature, please open an idea and we can track this appropriately.

    Thanks,

    Chris



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    Chris Bohlin
    Product Manager - PureCloud
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