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Configuring voice and data transfer for Pega Call

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You can transfer a call to another CSR along with the associated interactions using voice and data transfer. When you transfer a call with the associated interaction, the associated service cases are also transferred. Use Pega provided telephony toolbar to transfer the call.

To transfer a call, ensure that the CSR is logged into the same portal and use the same navigation method. Do not use integrated voice data transfer for transferring a call to parties who do not use Pega Customer Service. If the CSR to whom the call is transferred does not use Pega, the interaction and service cases will remain open.

Before you configure and use voice and data transfer, ensure that Pega Call is installed, configured, and connected to a CTI platform that supports adding call data elements to a call.

Voice and data transfer supports both warm and blind transfers. Perform the following tasks to configure voice and data transfer.

Enabling the Accept button on the Review Harness

For warm transfers, the receiving party can view the interaction or service process in a Review harness during the consultation call. After the call transfer is complete, click Accept on the harness to open and continue processing the interaction and related service cases.

The Review harness provided in PegaCA-Work and PegaCA-Work-Interaction include the Accept button. If you have customized the Review harness in PegaCA-Work-Interaction, ensure that the PegaCA-Work.CPMWarmTransferAcceptButton section is included in your custom harness.

In addition, if you use Classic navigation and customized the Review harness for a service process, ensure that it includes the PegaCA-Work.CPMWarmTransferAcceptButton section.

Transfer reasons

When transferring a call with its associated interaction, you can select a reason for the transfer. The reasons are listed in the ChannelServices-Device-Phone-UI.pyCPMTransferReason property. Save the property to your ruleset and modify the table values to suit your needs.

Setting a time limit for voice and data transfers

Configure a time limit beyond which work objects in the transfer workbasket are moved back to the user who initiated the transfer. The PegaCS default time is set to 15 minutes in an activity rule.

  1. click App and enter PegaCA-Work in the search field.

  2. Click Technical > Activity > CACTIReassignToTransferor.

  3. Click Save As to save the activity to your ruleset.

  4. On the Steps tab, expand Step 1.

  5. Update the PropertiesValue for the param.TimeDiff2 property. The last two parameters of the @addToDate value represent minutes and seconds.

    Ensure that you update the values as negative integers to reflect the desired transfer time in minutes and seconds.
  6. Click Save.

Enable the ReassignToTransferor Agent, which is included in the PegaAppCA Agents rule to run the activity periodically. If you modify the activity in your custom ruleset, ensure that the service package used by that rule can access your ruleset.

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