ssoberlik Mon, 10/20/2008 - 08:50

Yes you can disable the CAD to close the call but you must be in the Not Ready state to make a call. The Make Call button is disabled when you are in the Ready state.

helawamry Wed, 10/22/2008 - 13:07

Dear SARAH

Thank you for your reply, but i need the desktop agent can't close the call with the client from the physical buttom under the phone set or from soft key end call.

l.mourits Fri, 10/24/2008 - 04:28

Aha, the famous problem of trying to get a technical solution for misbehavior of individuals.

Answer is: There is no way to do this, other then taking disciplinairy measurements to your agents.

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