Question
DCU
US
Last activity: 4 Jan 2024 13:05 EST
Pega Call Transfer not sending interaction with it
Hello, I have implemented Pega Call in Pega 8.7.2 and Interactions are not being passed along during a phone transfer
The Scenario:
The caller is authenticated via IVR, comes in as authenticated on the initial interaction with the CSR1 who receives a call.
CSR1 transfers to CSR2
CSR2 picks up, a completely new interaction is created, the Interaction in progress is not sent from CSR1 to CSR2
Config:
Avaya Full telephony mode
Call Treatment for "TRANSFER" is set to automatically start an interaction.
"Allow user to transfer interaction with call" option is enabled
Accepted Solution
Updated: 4 Jan 2024 13:05 EST
Pegasystems Inc.
IN
Check this ShowVDTransferInInteractionDriver toggle from configure-> system-> release -> toggles.
When enabled/turned on , you will be observing the icon on the interaction beside the SLA where you will be able to transfer the interactions i.e., Voice and Data Transfer.
as in below link : https://academy.pega.com/topic/completing-call-transfer/v1
If you try to transfer from the call control panels , an interaction will be created when transferring to the CSR2.
Thank you
Infosys Limited
IN
Are you doing the call transfer through the interaction driver (warm / blind) or you are transferring the call from the phone channel icon which is there on the right top. I believe you are doing the transfer through the options like warm / blind.
Make sure you can select the following option fo both voice and data transfer.
In the navigation pane of App Studio, click SettingsPega CallDevice capabilities.
Select the Enable integrated voice data transfer check box.
Please find the below link which could be helpful