Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Restrict Users from Selecting a Different Phone

    Posted 06-19-2024 08:52
    No replies, thread closed.

    Was wondering if there was a permission we could remove from agents to not allow them to deselect or change the phone that they are assigned. While going through our Phone Management tab, I noticed that a remote agent took over a conference phone accidentally. I was able to log them out of it but am hoping there is something simple to prevent this from happening in the future.

    Thank you!


    #SystemAdministration

    ------------------------------
    Seean Weaver
    MAPFRE USA - Telecom Analyst
    ------------------------------


  • 2.  RE: Restrict Users from Selecting a Different Phone
    Best Answer

    Posted 06-19-2024 09:33
    No replies, thread closed.

    Hi Seean,

    Currently, this setting/permission is not available. There are few ideas requesting for the same. You can take a look at the same here.

    The WebRTC stations can be associated with a user by default, while the remote stations can't be.



    ------------------------------
    Sriram L
    ------------------------------



  • 3.  RE: Restrict Users from Selecting a Different Phone

    Posted 11-06-2024 18:18
    No replies, thread closed.

    Voted for the idea and 100% agree here. We actually have agents who appear are intentionally selecting a remote station (because they can) and are avoiding calls by sending them elsewhere. We'll deal with the call avoidance, but the ability to deselect a phone or choose a remote station should be managed by a Permission.



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------

    Original Message


Related Content