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Support Article

Interaction tab does not close correctly after Call transfer



After Call transfer, the Interaction tab  does not close correctly and a locking error displays on the screen.

Error Messages

Not Applicable

Steps to Reproduce

Warm transfer a call between two operators (Agent 1 and Agent 2):
  1. Accept an incoming phone call from a user.
  2. Confirm the user.
  3. Start a customized service case (your_service_case = callback request)
  4. Initiate a warm transfer with the unfinished service case still open. Agent 2 accepts the call of Agent 1 and Agent 1 initiates the transfer. The Interaction tab at Agent 1 does not close.
  5. Agent 2 accepts the warm transfer of the call. The user is connected to Agent 2. However the interaction that displays at Agent 2 is read-only with the message that Agent 1 still has the lock.

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-47498.


Published November 29, 2018 - Updated December 2, 2021

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