We have a requirement where certain call control options (namely one of the transfer buttons) would be disabled based on the division the agent belongs to. Is this possible through embedded framework? Or is there another preferred way to go about it?
In addition, for some divisions, when transfer is selected, a drop-down - or some ability to select from a list of numbers it can transfer to would be displayed. I'm sure this can happen in the Agent Script using data actions. But is it possible from the call control interface?
There are a lot of other similar customization questions, but at least this much would be helpful in understanding what else can be possible.