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Support Article

Unable to close an Interaction through a warm transfer



When an agent transfers an Interaction through a warm transfer, the Interaction does not close. The agent must close the Interaction manually.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to Pega application and CTI.
  2. Create a case by placing a phone call.
  3. Open the case and the first agent performs a 'Warm Transfer with Interaction' to a second agent.
  4. The second agent receives the call.
  5. The first agent clicks the 'Complete Transfer' button. The open case did not close.

Root Cause

An issue in the custom application code or rules. The scenario had a custom activity which performed a Deferred Save which prevented the update from TransferInitiaite to take effect in the processing cycle.


Perform the following local-change: Remove the Deferred Save on the Pega Call object from the custom activity.

Published December 5, 2017 - Updated December 2, 2021

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