Support Article
Blind transfer issues - Work object is not moved to worklist
SA-104736
Summary
Pega Call 8.2 is set up on Pega Platform 8.2.2.
Consider two Customer Service Representatives, CSR1 and CSR2.
When CSR1 performs a Blind Transfer, the Interaction is not transferred to CSR2's work list.
Error Messages
Not Applicable
Steps to Reproduce
Log in to Computer telephony integration (CTI).
- Accept an Inbound call. Navigate to 360.
- Open a Service case.
- Log a second CSR2 with a different ID in to the system and in to the CTI.
- Set CSR2 to Ready status.
- Use the Transfer button below the Interaction timer to perform a Blind Transfer to the VDN that routes the Interaction to the skill that CSR2 is logged into.
- CSR2 receives a popup which indicates that the call received is a transferred call.
- CSR2 clicks Continue (with Transfer) to take over the Interaction.
- CSR2 views the Interaction in the Review harness. The Accept button is disabled.
- CSR1 views the Interaction on the Recent Work in the portal. According to the Assignment, the Interaction is still with CSR1.
- CSR1 attempts to reopen the Interaction from the Recent Work tab. Close is the only portal action available.
Root Cause
A defect in Pegasystems’ code or rules.
Resolution
Apply HFix-60902.
Published April 14, 2020 - Updated December 2, 2021
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