Finesse - Reason code & Outbound calls

[atoxet]

Hello,

We have Finesse 12.6.1 in a PCCE system. There are several Not ready reason codes configured.

Is there a way we can disable the keypad (prevent agents to make outbound calls) unless the agents select a specific reason code (in other words, only when agents select that reason code (like "Outbound call" reason code), they can make outbound calls from Finesse)

Thanks,

atoxet.

[bill.king1]

They may be ways to do this but what's the business case? What would your plan be if the agents just dialed using the device itself and not Finesse.
Would you have better luck using a wrap code and make required on outbound call for instance?

[atoxet]

Hi Bill,

My customer has the same feature in Avaya and they want to have the same experience in Cisco.

Thanks,

Hiep.

[bill.king1]

Hi, so you're saying in Avaya, if the agent picks up the handset for instance and they're in a not approved state, the keypad won't work/let them do anything? I've never heard of that. It just seems like a way of trying to ask technology to address a behavior issue.

[PTS]

In case your agents are using Cisco Desk phones then please check if below  solution fits your requirement (MARS Cisco Phone Keypad Lock Application )

https://community.cisco.com/kxiwq67737/attachments/kxiwq67737/5791-discussions-other-collab-subjects/156293/2/mars_phone_keypadlock.pdf

[Marek (gaman-gt.com)]

This is possible, but you will have to deploy the gadget that hides the keypad icon by default and only present it when the agent selects code. It requires the gadget to play with UI elements but it is doable (I did that in the past).
But there still be one backdoor - you won't be able to block the keypad on agent's phone/jabber - it will always be active.