Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Manage transfer permissions for agents

    Posted 03-25-2025 18:11
    No replies, thread closed.

    I started reviewing the permissions assigned to the roles configured in the organization to remove any that allow agents to transfer via buttons. However, after testing, agents are still able to transfer. Can you help me identify any other permissions I should remove?

    These are the permissions I have withdrawn:

    • Conversation > Communication > All
    • Conversation > Communication > blindTransfer
    • Conversation > Communication > blindTransferAgent
    • Conversation > Communication > blindTransferExternal
    • Conversation > Communication > blindTransferQueue
    • Conversation > Communication > consultTransfer
    • Conversation > Communication > consultTransferAgent
    • Conversation > Communication > consultTransferExternal
    • Conversation > Communication > consultTransferQueue

    Manage transfer permissions for agents - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Manage transfer permissions for agents - Genesys Cloud Resource Center
    The embedded client supports two types of transfers: Blind transfer - A... [More]
    View this on Genesys Cloud Resource Center >


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Andres Galindo
    Leading Business Process Consultant
    ------------------------------


  • 2.  RE: Manage transfer permissions for agents

    Posted 03-25-2025 18:44
    No replies, thread closed.

    I don't think there is any way to remove the basic call control button functionality in the Client UI or Desktop App



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



  • 3.  RE: Manage transfer permissions for agents

    Posted 03-25-2025 23:00
    Edited by Andres Galindo 03-25-2025 23:01
    No replies, thread closed.

    Sorry if I expressed myself poorly, I'm not looking to remove the transfer and conference buttons, I'm looking to restrict you from making transfers to queues, users, or external contacts, but even though it doesn't work, it still allows me to make the transfer and conference.



    ------------------------------
    Andres Galindo
    Leading Business Process Consultant
    ------------------------------

    Original Message


  • 4.  RE: Manage transfer permissions for agents
    Best Answer

    Posted 03-26-2025 06:13
    No replies, thread closed.

    Hi Andres,

    This idea is currently in Development: Granular Transfer Permissions ( Blind and Consult ) to Better Control Transfer Behavior

    I would recommend voting for/following the idea so that you get updated as it progresses 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


Related Content