Manage access to individuals based on division membership

Prerequisites 
  • Directory > User > Division View permission assigned to any user role

You can use permissions to exert granular control over which individuals or queues that a user can access. You can control the ability to transfer, conference call, or make a call on behalf of a user or queue based on division membership.

Control search and transfer based on division membership

You can also use permissions to determine whether a user can transfer, conference call, or make a call on behalf of a user or queue outside their division. For example, you can prevent an agent or supervisor in the Retail division from making a call, transferring an interaction, or creating a conference call to individuals in the Service division. 

To limit a user’s ability to search for and transfer only within the divisions in which they belong, grant the Conversation > Communication > Target permission to their user role.