Preventing Calls Disconnect by Agent

[PFCCWA]

Hello,

Is there a functionality available to prevent agents from disconnecting calls?

A setting is available within our switch, however this is not affective for Genesys routed calls.

We want to stop agents from dropping calls, instead let the caller end it.  There may be times when it may be required for the call to be disconnected due to the caller being abusive so would require a way of doing this if itl cannot be disconnected at the agent end.

Are any best practise issues here too?

Thanks.

[René]

Hi,

I'm not sure I do understand you. Do you want to prevent the agents from disconnecting the calls using agent desktop application (GDesktop?) or hard phone sets?

R.