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Support Article

Unable to warm transfer call to a mobile phone number

SA-61609

Summary



In Pega Call 7.31 application with HFix-43487, unable to transfer a call to a mobile number using the Customer Service Interaction Timer button in the Interaction portal. 

When CSR clicks the Complete Transfer button to finalize the transfer, the agent still has the mobile number in a call, the user who called the agent is still on hold, and the Interaction case is still open.



Error Messages



Not Applicable


Steps to Reproduce

  1. Log in to the Pega Call application in the Pega Customer Service Interaction portal.
  2. Place a call to the agent.
  3. Agent accepts the call and initiates a warm transfer (for this call) to a mobile number.
  4. Agent completes the transfer to the mobile number.


Root Cause



This behavior is as per Pega product design.

The Transfer button in the Interaction portal is to transfer a call along with data to another Call ID. When transferring the call to a mobile number through this interface, the Interaction ID and other properties data is not transferred to the other Call ID. This is because the Call Object does not exist. As a result, despite clicking the Complete Transfer button, the call is not transferred and Interaction is not closed.



Resolution



Perform the following local-change:

To Transfer the call without any data, a warm transfer option exists in the Pega Call toolbar.

On click of the Pega Call icon, the WarmTransfer option displays. This option only transfers the call and does not transfer data.

After transferring the call to the mobile number and clicking the Hand off option, the first call with the user to the CSR ends and Line 2 (mobile call) is connected automatically with the user.

Published January 3, 2019 - Updated December 2, 2021

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