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Support Article

Interaction closes after warm transfer of a voice call



Interaction closes (at the Customer Service Representative (CSR1) screen) after completing a warm transfer for a voice call.

Error Messages

Not Applicable

Steps to Reproduce

1. Log in to the portal (Pega Customer Service) as CSR1 and CSR2
2. Make an inbound call to CSR1 and answer the call
3. Perform a warm transfer to CSR2 and complete the transfer

Root Cause

The issue occurred because of a missing validation when performing a warm transfer.


Apply HFix-36271

Published September 27, 2017 - Updated December 2, 2021

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