Stop GAD updating Outbound Custom Data

How do I stop agent’s using GAD from updating (changing) the custom data fields.

We have a reference number from the back end system displayed as a custom field as well as the customers current balance. At the end of the working day the output from OCS is fed back into the back end system ready to generate the next days calling list.

If the reference has been changed then the calling results are imported into the wrong record, and if the balance is changed then this overwrites the back end system.

We are using Oracle for the OCS database and I thought about somehow making some fields in the calling list read only. I have also tried giving the GAD user only read permissions on the field objects in CME.

But surely there must be a config option to lock these fields…but I can’t find it.

Hi Steve,

except for trying to find something similar as you already searched for what about this:
Attached Data “Balance_invisible” with same content as Attached Data “Balance_visible” that is displayed as Custom Data. Same for this Id field.

Let those back end systems look on those “invisible” fields then agents can change the “visible” fields in any exhaustive manner!

Its not beautiful as there is the silent implication to the agents that they can change/correct the back end system and those data is submitted twice to each logical genesys service, but it should work.

Greetings,
Nicolas