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 Krishna Reddy Madireddy (Krishna Madireddy)
Incessant Technologies

Incessant Technologies
GB
Krishna Madireddy Member since 2021 4 posts
Incessant Technologies
Posted: Jan 29, 2025
Last activity: Jan 29, 2025
Posted: 29 Jan 2025 12:42 EST
Last activity: 29 Jan 2025 12:42 EST

Pega Call Transfer not sending interaction with it in Constellation

Hello,

We have implemented Pega Call in Pega Infinity '24.2 (Constellation) 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

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Pega Customer Service for Healthcare '24.2
Mobile Channels
Healthcare and Life Sciences
Customer Service Developer

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