Transfer Interaction Case
While inside an interaction, I want to transfer this interaction (blind transfer) to another CSR. There's no CTI/IVR involved so will not be using those calls.
In an activity how do I specify to transfer an interaction case (current or another) to a workbasket or an operator's worklist?
Remember, this is about an interaction case and not about service cases within it.
Thanks,
-Sri
Pegasystems Inc.
IN
Hi Sri,
Just to want to make sure are you looking for the below screen to transfer the call
If yes you can use the OOTB Local Action ‘CPMTransferCallModal’
If not please let me know your use case in detail and the CPM version you are using.
Thank you.
Pegasystems Inc.
US
Thanks Pooja. I wrote custom screen so that instead of Destination Phone# we pick a Workbasket/worklist. I will do these custom changes once CTI/IVR is enabled in future releases.
A related question. During Call Transfer (Warm or Blind) does only the Interaction case gets transferred or any associated service cases too?