Genesys Cloud - Main

Hi - We have a client that may be interested in live-listening to calls. Is there a way to limit access for an external client so that they can dial in and listen to a live call? Or would the solution be to give the external client a user license and limited access to the system? If so, which permissions would lock the system down so that they can only access calls coming in on their specific DNIS?

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.  

Hi - We have a client that may be interested in live-listening to calls. Is there a way to limit access for an external client so that they can dial in and listen to a live call? Or would the solution be to give the external client a user license and limited access to the system? If so, which permissions would lock the system down so that they can only access calls coming in on their specific DNIS?

Thanks for the reply - we will try and dissuade them from doing this, but now we know how if we need to go down this path. Thank you!

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.  

Hi - We have a client that may be interested in live-listening to calls. Is there a way to limit access for an external client so that they can dial in and listen to a live call? Or would the solution be to give the external client a user license and limited access to the system? If so, which permissions would lock the system down so that they can only access calls coming in on their specific DNIS?

I was able to do what Robert suggested for one of our clients.  I created a unique role for them that gave them limited access and a new Division and placed that queue in it.  To listen live, they will also need a webrtc phone.

Thanks for the reply - we will try and dissuade them from doing this, but now we know how if we need to go down this path. Thank you!

You are probably wanting to limit the calls they can get, so you should create a division for the outsourcer.  Then place the queue that handles that DNIS digit in that division along with that user.  Give them permission to interactions details view and recording view.  You may want them to have other access like evaluation or coaching.  

Hi - We have a client that may be interested in live-listening to calls. Is there a way to limit access for an external client so that they can dial in and listen to a live call? Or would the solution be to give the external client a user license and limited access to the system? If so, which permissions would lock the system down so that they can only access calls coming in on their specific DNIS?