Call is not dropped when agent cancels call transfer
On clicking the Cancel button during a call transfer from one agent to another, the call is not dropped.
Steps to Reproduce
- Log in to the Pega Customer Service application with agent 1 and agent 2.
- Call agent 1, who accepts the call.
- Agent 1 performs a warm transfer to agent 2 through the Pega Customer Service Transfer button. The phone rings at agent 2 and the agent does not answer the call.
- Agent 1 cancels the call by pressing the Cancel button. The popup closes, but the phone continues to ring.
This behavior is as per Pega product design.
Here's the explanation for the reported behavior:
When the agent declines a call transfer, the agent has only declined the Interaction and not the call itself. The agent must hang up the call manually.
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