Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

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.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the Pega Customer Service application with agent 1 and agent 2.
  2. Call agent 1, who accepts the call.
  3. 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.
  4. Agent 1 cancels the call by pressing the Cancel button. The popup closes, but the phone continues to ring.

Root Cause

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.


Published March 29, 2019 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us