Question
Kl University
IN
Last activity: 30 Jan 2025 3:46 EST
interaction not transferd to the agent when transfering the call using Amazon Connect
Hello,
I have integrated Amazon Connect CTI in 24.2 Constellation with Customer Service Framework. I am facing an issue with call conferencing. Whenever CSR1 tries to quick connect with CSR2, a new interaction is being created instead of transferring the ongoing interaction case. Can anyone help me to understand how transfers work for Embeded UI CTI integrations. Is there a configuration which we can enable to accomplish this scenario. Any PDN article or Documentation link related to constellation would also work which can explain how transfers work.
Pegasystems Inc.
IN
@Bhargavj3227 We don't have any specific configuration to enable the transfer scenario, and it should work out of the box in the 24.2 constellation. I guess you are not attaching the interaction. Please try attaching the interaction with the help of the attach icon (beside the collapse/expand icon) in the header section of the embedded UI. Try this and let us know if you have any further questions.