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Support Article

Unable to transfer an interaction with Pega Call phone toolbar



Unable to transfer a call using the Pega Call phone toolbar.

Error Messages

Not Applicable

Steps to Reproduce

  1. Start an interaction. 
  2. Transfer the interaction to another Computer Telephony Integration (CTI) user.

Root Cause

A defect in Pegasystems’ code or rules.


Perform the following local-change: 
  1. Log in to the the Telephony toolbar. The user must be able to receive calls. The user receives the Interaction Accept popup and the call is in the Ringing state depending on the Call treatment.
  2. Click the Accept button.

  3. Answer the call

    The Transfer button displays next to the Interaction timer.

Published August 15, 2019 - Updated December 2, 2021

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