Feature Request Title:
Disable Cold Transfer Functionality in RingCX

Feature Type:
Enhancement Request

Business Need:
Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

Requested Enhancement:
Provide an administrative setting within RingCX that allows administrators to:

Disable the Cold Transfer option at the account level.
Disable the Cold Transfer option for specific queues, teams, or agent groups.
Disable the Cold Transfer option based on agent roles and permissions.
Allow only Warm Transfers while preventing agents from performing Cold Transfers.
Configure transfer permissions through existing security profiles or role-based access controls.

Expected Benefits:

Improves customer experience by ensuring proper call handoff procedures.
Reduces the likelihood of customers being transferred without context.
Enhances quality assurance and compliance with internal call-handling policies.
Minimizes call abandonment and customer frustration during transfers.
Gives administrators greater control over agent transfer capabilities.

Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.