Question
Kl University
IN
Last activity: 3 Mar 2025 6:48 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.
Accepted Solution
Updated: 3 Mar 2025 6:48 EST
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.
Kl University
IN
@SandeepPenumadu cool, it worked is there any configuration to automate this process to reduce the clicks for the csr or this is considered as training to attach the interaction every time while we transfer call?
Pegasystems Inc.
IN
@Bhargavj3227 I'm glad to hear that you were able to perform the transfer as suggested. For now, we should consider it as training for CSR. However, rest assured that we will analyze the process to identify the best way to reduce the number of clicks. Once we have this information, I can make a decision on whether to consider it for subsequent releases to improve the process.