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Enabling voice and data transfer for Pega Call

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Customer Service Representatives (CSRs) can transfer a call to another CSR along with the associated interaction and call data using voice and data transfer. When you transfer a call with the associated interaction, the associated service cases are also transferred.

Ensure that Pega Call is installed, configured, and connected to a Customer Telephony Integration (CTI) platform that supports adding call data elements to a call.

Voice and data transfer supports both warm and blind transfers.

To transfer a call, ensure that the target 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 Customer Service, the interaction and service cases will remain open in the transfer work basket.

Save all changes before initiating a transfer. During the transfer, if unsaved changes are present in the interaction, a pop-up message is displayed with OK and Cancel buttons. Clicking the OK button transfers the interaction without the unsaved changes.

  1. In the navigation pane of App Studio, click Settings Pega Call Device capabilities .

  2. Select the Enable integrated voice data transfer check box.

You can set a time limit for voice and data transfers. If no CSR accepts the transfer within the time limit, the transferred call and interaction are returned to the CSR initiating the transfer. For more information, see setting a time limit for voice and data transfers.
If you are using a custom review harness, you need to include the PegaCA-Work.CPMWarmTransferAcceptButton rule in the harness to enable the Open button. The Open button lets recipient CSRs open transferred interactions in the perform harness.

Transfer reasons

When transferring a call with its associated interaction, a Customer Service Representative (CSR) selects a reason for the transfer.

By default, a CSR can choose from the following transfer reasons:

  • Escalate to supervisor
  • Customer needs additional services
  • Customer routed to wrong queue
  • Other

You can configure additional transfer reasons and set transfer reason availability for interaction channels. For instructions, see Configuring transfer reasons.

Setting a time limit for voice and data transfers

You can configure a time limit beyond which calls and interactions awaiting transfer are moved back to the Customer Service Representative (CSR) initiating the transfer.

When a CSR initiates a voice and data transfer for a call and its attached interaction, the transfer waits to be accepted by a different CSR. To shorten the time customers wait for assistance, you can configure a time limit after which the call and its interaction return to the CSR who initiated the transfer.

Pega Call provides a job scheduler, called ReassignToTransferor, which sets the default time limit for voice and data transfers to 15 minutes. You can enable that job scheduler and modify the time limit.

  1. In the navigation pane of Dev Studio click Records SysAdmin Job Scheduler .

  2. Click the ReassignToTransferor job scheduler.

  3. Click the Enable Job Scheduler toggle to switch on the job scheduler.

  4. Modify the time limit for voice and data transfers in minutes in the After every field.

  5. Set the Long running job scheduler threshold to the value of your time limit in milliseconds.

  6. Click Save.

If a transferred call is not accepted by another CSR within the set time limit, it returns to the CSR who initiated the transfer.
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