Support Article

"Warm transfer with interaction" shows up twice

SA-28167

Summary



When using the Customer Service Interaction Portal, it is observed that when trying to perform a " Warm Transfer with Interaction" on the Pega Call toolbar the option is shown twice.


Error Messages



Not Applicable


Steps to Reproduce

  1. Log in to Pega Call using the Auto-In.
  2. Receive an inbound call on line one.
  3. Accept the call.
  4. Interaction 1 opens up on the screen.
  5. Attempt to transfer the call with the Interaction using the "Warm Transfer with Interaction" option.


Root Cause



An issue in the custom application code or rules. A customization was performed to the PegaCallActionOptions DynamicMenu rule to have the "Warm Transfer with Interaction" option available on the main menu, instead of being available only conditionally and added by the event processing in pega_cti_callEventHandler js. The processing from the event handler still occurs and as such the duplication is seen.

Resolution


 

Local change:

Remove customizations form the PegaCallActionOptions DynamicMenu​.

Published September 20, 2016 - Updated September 30, 2016

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.