Simple Telephony Case Transfer along with Call
In PegaCall 7.2.1 release notes following is mentioned:
Transferring Cases with Calls: The ability to transfer Pega Customer Services cases (interactions and service cases) with a call has been improved to make it more reliable. The user interface has been improved – transfers may be initiated from the PegaCS interaction header and the CSR is guided through the process. This capability may now be used with simple telephony modes (in addition to full telephony mode).
I have following queries related to this:
- Does Simple telephony transfers the case along with the call if Call is transferred through hard phone?
- I mean, How that will be synced with hard phone or the call itself we are not sure or rather not mentioned in the documentation.
Accepted Solution
Pegasystems Inc.
IN
Case will not be transferred if call transfer done via Hard phone. It has to be done from Interaction portal.
But to do this, in the device capabilities configuration (attached below), you have to select option "Allow user to transfer interaction with call"
Capgemini
IN
Thanks Jagan.
Yes, I found that Pega has added a option in the interaction portal(beside the timer) to transfer the call (The same option which can be found in the softphone toolbar for full telephony)along with case.