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  • 1.  Manage transfer permissions for agents

    Posted 30 days ago

    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    These are the permissions I have withdrawn: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

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    Manage transfer permissions for agents - Genesys Cloud Resource Center
    The embedded client supports two types of transfers: Blind transfer - A... [More]
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    #Omni-ChannelDesktop/UserInterface

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    Andres Galindo
    Leading Business Process Consultant
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  • 2.  RE: Manage transfer permissions for agents

    Posted 30 days ago

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



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


  • 3.  RE: Manage transfer permissions for agents

    Posted 30 days ago
    Edited by Andres Galindo 30 days ago

    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.



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    Andres Galindo
    Leading Business Process Consultant
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    Original Message


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

    Posted 29 days ago

    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 



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


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