Hide the Interaction control panel for the agent so that agent cannot transfer using the out of box method, instead allow transfer only through a button in agent script

[Gopi_Bhattacharya]

Hi Team,

I would like to understand if the below use case is feasible and if yes, then what are the steps needed for it :

Current Scenario :

1. Customer calls a DID, and the call is routed to an agent.
2. Agent decides to transfer the call, so clicks on the transfer button, the one that comes bundled in the Genesys cloud portal, selects the queue and transfers the call.

Instead, we would like to achieve the below use case :

1. Customer calls a DID, and the call is routed to an agent.
2. The transfer button(out of box) shown in the below screenshot is hidden from the agent.
3. Agent uses the custom transfer logic implemented within the script, as shown below :

We already have the logic in place to transfer the call using the custom Transfer button within the script, but how can we hide the transfer and consult out of box buttons from the agent and still have the ability to transfer the call using the custom button in the script.

Regards,
Gopi

[Gopi_Bhattacharya]

Hi Team,

Can any one kindly take a look into this request.

Regards,
Gopi