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Need the Ability to allow transfers between Divisions without giving visibility to the interactions of each division

  • 1.  Need the Ability to allow transfers between Divisions without giving visibility to the interactions of each division

    Posted 12-02-2022 15:04
    Hey all! I am trying to maintain my divisions within my org while allowing ACD transfers between them? Is that possible?  If not, then how do I assign roles to divisions without them being able to see the interactions of divisions they are not a member of? Is that possible? If not, then there is there a permission that can be removed to restrict their ability of agents to see interaction? Long and short of it is I need my agents to be able to transfer between divisions without seeing interactions that they have no need to see. Any help with this would be greatly appreciated.
    #Unsure/Other

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    Andrew Saltonstall
    Pensacola Christian College, Inc.
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  • 2.  RE: Need the Ability to allow transfers between Divisions without giving visibility to the interactions of each division

    Posted 12-02-2022 16:41
    How are you performing the transfers?

    A lot of places use a "dummy" external number to transfer to, so that the call goes through a flow / evaluates schedules etc. In this case, the destination division is irrelevant from the source perspective since it appears to be an external transfer....

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    Paul Simpson
    Eventus Solutions Group
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