Dear Pega Call Support team,

Currently we are implementing Pega Call in our application and we are encountering some limitations on the "CSTransferInteractions" section which impacts our ability to customize it according to our specific business needs.

Below are the points where we are seeking more flexibility in the Pega Call implementation and would like to ask you for any suggestions or best practices to meet the following requirements. 1. "CSTransferInteractions" section, removal/hiding of free text comment area

The requirement here is to remove/hiding the free text comment area (CTITransferComment). We want to limit unustructured data such as these free text input field, and hiding this field would meet this requirement.

The section is a final rule, limiting our ability to hide this free text comment area. 

2. "InitiateTransfer" button should only be allowed to be clicked on when certain conditions are met.

For this requirement, the Initiate Transfer button should only be enabled once a valid TransferReason is selected from the dropdown menu. In the picture I've attached, the "Reden?" holds the TransferReasons in a dropdown menu.

The dropdown items are created in App Studio and the first option should ideally be a placeholder text that instructs the user to select a Transfer Reason. However, the Transfer Reasons are created in App Studio following the instructions:

1. In the navigation pane of App Studio, click SettingsInteractionsTransfers.
2. To add a new transfer reason, click Add reason.

The user should not be able to Transfer Call when the Transfer Reason is not selected (not counting the first option "Selecteer een reden...", this translates to "Select a reason..." which asks the user to select a valid transfer reason.

But because it is not possible to create a placeholder value (because it's a final rule) and the first Transfer Reason is selected by default, users can skip over transfer reason (defaulting on "selecteer een reden..." and transfer a call without a Transfer Reason.

Further notes:

We noticed that there is an extension point, "DisableInitiateTransferWrapper" provided by Pega. However, this seems to be applicable only to the "Blind Transfer" button, and not the "InitiateTransfer" buttons in the "CSTransferInteractions" section. 

Given these points, we would greatly appreciate any suggestions or best practices you could provide that would allow us to achieve more flexibility in customizing this section, while not resorting to saving these Final rules in our own application layer.

Thank you in advance for your assistance!

Tan Le

Pega System Architect

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