Hello Anurag,
I think I've found the reference you are seeking. That button
schedules a callback during a current voice interaction. I needed some time to look for it because I do not see the exact button in my test org. Based on the reference article, you should be able make it unavailable if you remove the prerequisite permission Conversation > Callback > Create from a user.
If you use scripts, this same functionality of scheduling a callback can be replicated
at script level.
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Nico Feliciano
Genesys - Employees
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Original Message:
Sent: 10-05-2022 10:38
From: Anurag Gusain
Subject: Start a Conversation
Thanks Nico for responding. The screen shot you referring on the article is stating to begin new interaction but the experience which I am facing with my screen shot is as below.
- Received Inbound call and answered by Agent.
- When Agent click on this "+" symbol, system initiates a callback to the same number.
Looking for some article which talks about above functionality !
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Anurag Gusain
Servion Global Solutions
Original Message:
Sent: 10-05-2022 03:51
From: Nico Feliciano
Subject: Start a Conversation
Hello Anurag,
I believe that feature is the same one pertained in this article > https://help.mypurecloud.com/articles/place-new-call-call/
The screenshot on the article is outdated but everything else should be correct. Curious - are you operating around this feature, or perhaps encountering any challenges or issues?
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Nico Feliciano
Genesys - Employees
Original Message:
Sent: 10-04-2022 14:54
From: Anurag Gusain
Subject: Start a Conversation
All.
While we are on call, we could able to see that we can initiate a call by using plus sign as shown in the below screen shot. Can someone please share us the if there is ant link available to go through the functionality of this feature.
#Omni-ChannelDesktop/UserInterface
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Anurag Gusain
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