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Ahmed Nassar
Business problem:
  • As a manager, I want to restrict call capabilities for agents and align incoming call menu visibility with agent user restrictions so that I can ensure compliance and improve call handling efficiency.
Desired outcome:
  • Ability to configure call permissions per agent role
  • Incoming call menu visibility aligns with agent restrictions
  • Improved control over call-handling capabilities
Use Cases:
  • Managers restrict outbound calls for certain agents
  • Agents only see call options relevant to their permissions
The current workaround:
  • N/A