We're seeing different behavior between the the PureCloud website and Salesforce Embedded Client when it comes to Divisions. With how we're using divisions, we want to prevent calls from being transferred from one division to another. With an agent using the web client, when they transfer a call and use the search feature, queues & users from our other division do not display. Users of the Salesforce embedded client are seeing those queues & users of another division. Is there a setting or something we can enable to prevent those using the Salesforce Embedded Client from being able to see queues & users of another division? Not seeing the queue will prevent the accidental transfer of a call to that queue.
Divisions are not intended to be a complete subdivision of an organization at this time. In general, it is intended to be a separation of conversation/reporting data.
With regards to the behavior of the PureCloud for Salesforce embedded client, it is behaving exactly as intended. When implementing divisions in the Salesforce client, it was specifically intended that a call be able to transferred or made to any user or queue within the organization.
The main PureCloud web client is supposed to be modelling this behavior as well, however there appears to be a bug in the main client that prevents a direct call to a queue not in your division:
Transferring supports sending to queues that are not in your division:
(The JunjiDivision users and queues are not in a division that my user is associated with).
Modifying this would be a fundamental change in the way divisions behave, and is not something that we would approach lightly because it would be a breaking change to existing customers. I would recommend submitting an idea for this new behavior in the Ideas Portal https://purecloud.ideas.aha.io/portal_session/new
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