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Support Article

SendDTMF behavior incorrect



DTMF is being sent to the wrong Line.

User is on Customer Process Manager (CPM)  7.1.3 on Pega 7.1.8
Deployment scenario:

Agent 1 is on Line 1 with customer. Agent 1 attempts to warm transfer to Agent 2 who's line 1 is occupied.
Agent 2 declines the call sending the call to voicemail. When Agent 1 attempts to navigate Agent 2's Voicemail IVR, DTMF tones are sent to Agent 1's Line 1 (user) instead of Line 2 (VM).

Error Messages

No error messages.

Steps to Reproduce

  1. When on line with a client, attempt a warm transfer to a second Agent. The second agent declines the call, sending it to voicemail.
  2. Navigate to the voicemail menu tree.
  3. DTMF tones are sent to client on Line 1, not voicemail on Line 2.

Root Cause

A defect in Pegasystems’ code or rules: PegaCall fails to detect which line is active to send the DTMF.


Apply HFix-25096.



Published January 31, 2016 - Updated October 8, 2020

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