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Question

 Shiv Ranjan (ShivRanjan_PCLSA8)
Deutsche Telekom Services Europe SE
Head Of HRCules Competence Center
Deutsche Telekom Services Europe SE
DE
ShivRanjan_PCLSA8 Member since 2017 14 posts
Deutsche Telekom Services Europe SE
Posted: Oct 17, 2018
Last activity: Oct 18, 2018
Posted: 17 Oct 2018 3:44 EDT
Last activity: 18 Oct 2018 12:48 EDT
Closed

Two new interaction case created for CSR1 (Who transfers the call to CSR2) and CSR2 (Who recieves the call from CSR1) in Simple Telephony

Hi All,

We have implemented Simple Telephony Pega Call for Pega 7.31.

Issue:

Step1: CSR1 recieves an inbound call [New interaction case (I-1) created]

Step2: CSR1 transfers the call to CSR2. [New Inetraction Case(I-2) created for CSR2], along with another new interaction case (I-3) also created for CSR1 {Which is not expected}.

Regards,

Shiv

***Updated by moderator: Lochan to update platform capability***

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Conversational Channels

Posted: 6 years ago
Posted: 18 Oct 2018 12:48 EDT
Duarte Moita (DuarteM7)
Knowledge Expert

Knowledge Expert
FR

Hi Shiv,

Is the interaction case I-2 created by Pega as a standard behavior that occurs at every transfer or are you customizing the platform in order to achieve an wrap-up at the end of each call "leg"?

Regards,

Duarte

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