Hi Nicki,
As Cameron mentions, this ccould be accomplished through divisions and permissions.
This is another approach.
- Use combination of roles/permission and a Division with zero queues. The key is the permission "Conversation > Communication > Target"
Suggested steps:
1. Create or identify a division with zero Queues.
2. Create a custom role example: "Restrict Queue transfer".
3. Enable in the custom role this single permission: "Conversation > Communication > Target"
4. Assign the custom role to the users/agents you want to limit the Queue transfer.
5. In the custom role assignment, Select only the division with zero Queues.
Please review you don't have the permission "Conversation > Communication > Target" in other roles with access to other divisions with queues, if so, remove it from the other roles.
With this configuration the permission "Conversation > Communication > Target" prevents the queues to be displayed in the results, because the division assgined has zero queues, the users will not see the queue listed and it will prevent the Transfer to the queue while the user handles an interaction.
If the user tries a search, the Queue category icon still displays but with zero results.
Also note, this does not prevent the user to create a new call to the queue. if the user knows the name of the queue, the User can open the dial pad, enter the correct and exact name of the queue in the dial pad field, hit enter and then dial button, the call will be connected.
Same if the user has an interaction and enters the correct name directly instead of the serach then a Conference or Consult transfer, will work.
But I think this could work if you want to limit the blind transfer of the active interaction to a queue.
You can test it and implement depending on your results. Hope it helps.
Cheers,
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Camilo Montes
na
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Original Message:
Sent: 01-29-2025 11:14
From: Nicki Dehn
Subject: Prevent Agents from Transferring to Queues in the Dial Pad
@Cameron Tomlin Thank you for your feedback. We do have multiple queues for each of our divisions and manage agent roles by Division; however, the agents are transferring calls directly to queues within their divisions so we were hoping for an option to hide this in the dial pad.
Also, what is the use case for the following permissions?
- Conversation > Communication > blindTransferQueue
- Conversation > Communication > consultTransferQueue
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Nicki Dehn
Senior Cloud Partner
AAA Club Alliance
Original Message:
Sent: 01-29-2025 10:02
From: Cameron Tomlin
Subject: Prevent Agents from Transferring to Queues in the Dial Pad
Hello Nicki,
While there is no direct option to hide queue. This can be accomplished through divisions and permissions. Here's a basic way to approach this.
Utilize Divisions and Permissions:
- Create Divisions: Organize your queues into different divisions based on your organizational structure. For example, you can create divisions by business units, countries, or office locations.
- Assign Queues to Divisions: Assign each queue to the appropriate division. Note that an object can belong to only one division at a time.
- Assign Roles and Permissions: Grant users roles with permissions specific to their assigned divisions. This setup ensures that agents can only view and interact with queues within their designated divisions.
Reference link: https://help.mypurecloud.com/articles/grant-a-role-and-a-division-to-a-user/
2. Activate and Deactivate Queues for Agents:
- Manage Queue Activation: Supervisors can activate or deactivate queues for agents, controlling which queues are available to them when they go on queue. This method doesn't hide queues but limits the queues agents can work with.
Reference link: https://help.mypurecloud.com/articles/activate-agents-on-queues/
By implementing divisions and permissions, you can effectively control queue visibility for different operator groups, ensuring agents interact only with the queues pertinent to their roles.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 01-29-2025 09:36
From: Nicki Dehn
Subject: Prevent Agents from Transferring to Queues in the Dial Pad
We are looking for a way to hide Queues as a transfer option in the dial pad. In the Conversation Permissions we tried removing the following permissions and were still able to Blind & Consult transfer directly to queues:
- Conversation > Communication > blindTransferQueue
- Conversation > Communication > consultTransferQueue
We also tried removing the following, in addition to the permissions above, and were still unsuccessful
- Conversation > Communication > blindTransfer
- Conversation > Communication > consultTransfer
Is there a way to hide this option in the dial pad from agents?
#Routing(ACD/IVR)
#Unsure/Other
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Nicki Dehn
Senior Cloud Partner
AAA Club Alliance
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