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  • 1.  Disable Direct Calling

    Posted 04-23-2019 21:04
    Edited by Blair Wilkinson 04-23-2019 21:05
    No replies, thread closed.
    Dear Community

    Is there a way to disable 'direct calling' so that dial-out calls can only be made on-behalf of a queue please?

    #Telephony

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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty LtdDirect Calls
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  • 2.  RE: Disable Direct Calling

    Posted 04-24-2019 10:00
    No replies, thread closed.
    There is no way to do so that I know of.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Disable Direct Calling

    Posted 04-24-2019 20:22
    No replies, thread closed.
    Thanks George

    ------------------------------
    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


  • 4.  RE: Disable Direct Calling

    Posted 04-25-2019 06:33
    No replies, thread closed.
    Hi Blair,

    Is the person in question using a physical phone? 

    If so, you can restrict them by setting a phone number length on the actual phone settings via the web interface. (work around)

    Otherwise you can try to remove their permission to start a call if they have the communicate role assigned. Rather create a custom role to test this. 

    Hope this helps.


    Kind regards,
    Jason

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    Jason Holdsworth
    SafriCloud PTY Ltd
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    Original Message


  • 5.  RE: Disable Direct Calling
    Best Answer

    Posted 04-25-2019 08:47
    No replies, thread closed.
    Hey, Jason-that last suggestion was one of the things I tried, where I created a custom role that does not have the ability to create a standard call. 

    I thought it it might work, hoping the agent could still place calls on behalf of queue since those are generated from the queue icon rather than the calls panel. Unfortunately, taking away the call right as granted by Communicate User (and PureCloud User) roles left the agent only able to create an email or a chat on behalf of the queue, but not a call.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 6.  RE: Disable Direct Calling

    Posted 12-18-2019 17:38
    No replies, thread closed.
    Dear Community

    I have added an Idea request for this if you would like to vote for it please https://purecloud.ideas.aha.io/ideas/CLCOLL-I-302

    This continues to make confusion for users who should be making dial-out calls on behalf of queue and not directly from their phone...

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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------

    Original Message


  • 7.  RE: Disable Direct Calling

    Posted 08-30-2023 10:56
    No replies, thread closed.

    I can't find this idea anymore. Seems like this is the replacement: https://genesyscloud.ideas.aha.io/ideas/OTB-I-76



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    Phil Koch
    Genesys - Employees
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    Original Message


  • 8.  RE: Disable Direct Calling

    Posted 09-05-2023 09:24
    No replies, thread closed.

    Hello @Phil Koch, here's the idea you are looking for: https://genesyscloud.ideas.aha.io/ideas/UCC-I-163

    Regards,

    Jason Wolfgang



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    Jason Wolfgang
    Genesys - Employees
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    Original Message


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