How to conditionally close a case /keep a case open in interactionportal of Customer Service when warm transferring a case
We are using Pega Call 7.3.1 in combination with Pega Customer Services 7.3.1.
We are encountering the following scenario:
When we transfer an incoming phonecall using Pega Call to a non-pega user/phonenumber the case is closed in the interaction portal of Customer Services. In this case we want to keep the case open at the original operator.
We already applied changes for when we use the transfer-button of Customer Service in the interactionportal. We check if an operator can be found in Pega who is logged in into Avaya using the called phonenumber. Now we want to apply the same type of change for the transfer option of Pega Call.
I traced the session as of the moment when I press the handsoff-button in pega call (after starting a warm transfer).
In the tracefile I can see the activity "DoClose" is called (using an interaction) to close the interaction case and therefore also the tab in the interaction portal. However unfortunately I'm not able to figure out from where the activity "DoClose" is being called (which section/HTML/javascript/other). Does anybody know where the call to the activity "DoClose" is made, so we can make this call conditional for this scenario?
Or maybe somebody has another idea that will work?
***Edited by Moderator Marissa to update platform capability tags****
Accepted Solution
BPM Company
NL
We were able to solve this issue by conditionally pass the CPMInteractionID of the pyApplicationContext of the incoming pyLines to the pyAppInteractionID on TempCallDatapage (after existing pagecopy from D_pyChannelServices_Interaction to TempCallDatapage) in activity "WarmTransferComplete"
We were also able to apply the same logic when we do a blind transfer in the activity "BlindTransfer"
PEG
US
DoClose is triggered from the section Work-!AutoClose. It is a bit funky as to how this gets called, as it gets called from an "attachOnLoad" handler, so you don't actually see anything explicitly calling. If you populate this section with alerts, you may get a better understanding of just how it get triggered.
BPM Company
NL
First of all thanks for the reply.
I tried to see how the DoClose is triggered from the Section Work-!AutoClose. So i added all kinds of alert messages to the section (also in the classes PegaCA-Work-Interaction and PegaCRM-Work- since I was not sure which version is picked up runtime). Unfortunately I didn't see any of the alert messages while transferring the call. So it seems that this section is not triggered while transferring the call. Do you have some other idea?
Accepted Solution
BPM Company
NL
We were able to solve this issue by conditionally pass the CPMInteractionID of the pyApplicationContext of the incoming pyLines to the pyAppInteractionID on TempCallDatapage (after existing pagecopy from D_pyChannelServices_Interaction to TempCallDatapage) in activity "WarmTransferComplete"
We were also able to apply the same logic when we do a blind transfer in the activity "BlindTransfer"