Genesys Cloud - Main

Hi,

We currently use Preview Dialer on some Outbound campaigns and Manual for others. We'd like to know if it is possible to set up an agent to only be able to dial from the Preview Dialer? Basically we want to block an agent's ability to make or receive calls outside of Preview Dialer.

Thanks,

Marc

#Outbound

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Marc Moynan
Canadian Dealer Lease Services Inc
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You can create a site that only allows them to call 911, but I feel that the Preview Mode has no trunk control like Predictive, so it may still use the user's site for dialing and if that is required, then you have to give them the ability to dial out across the board.  There is no permission to restrict them from that.  Now, what you could do is have a trigger for the user and watch for calls that are dialed and if it is not an outbound dialer call, then run an API that disconnects it.  Essentially, you are letting them dial, but if the call is not related to a campaign, then it will not allow them to connect.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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