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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). 
  1. Accept an Inbound call. Navigate to 360. 
  2. Open a Service case.
  3. Log a second CSR2 with a different ID in to the system and in to the CTI. 
  4. Set CSR2 to Ready status. 
  5. 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.
  6. CSR2 receives a popup which indicates that the call received is a transferred call. 
  7. CSR2 clicks Continue (with Transfer) to take over the Interaction.
  8. CSR2 views the Interaction in the Review harness. The Accept button is disabled.
  9. CSR1 views the Interaction on the Recent Work in the portal. According to the Assignment, the Interaction is still with CSR1.
  10. 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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