Support Article
Warm transfer to non-Pega user fails on using CSInteractionTimer
SA-56469
Summary
A PegaCall warm transfer to a non-Pega user fails when using the Customer Service Interaction Timer button. However, the transfer is successful when using the PegaCall toolbar.
Error Messages
[tp-apr-8080-exec-675] (a AES Test.core.SessionManager) INFO host|aaa.bbb.ccc.dd an_operator - TransferCall("SID=JTAPI_Avaya AES Test-ACD","DN=XXXXXX","TCID=","HCID=YYYYYY")
[tp-apr-8080-exec-675] ( avaya.AvayaJtapiDevice.539601) ERROR host|aaa.bbb.ccc.dd|JtapiSession.transferCall() |SessID=JTAPI_Avaya AES Test-ACD|JtapiDevice.transferCall() |DevId=XXXXXX an_operator - Specified talking call Id was either null or not valid.
com.pega.pegacti.error.InvalidCallException: Specified talking call Id was either null or not valid.
at com.pega.pegacti.jtapi.JtapiDevice.transferCall(JtapiDevice.java:982) [prchannelservices.jar:?]
at com.pega.pegacti.jtapi.JtapiSession.transferCall(JtapiSession.java:1872) [prchannelservices.jar:?]
at com.pega.pegacti.core.SessionManager.transferCall(SessionManager.java:2717) [prchannelservices.jar:?]
at com.pegarules.generated.activity.ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.step1_circum0(ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.java:170) [prgenclasses.jar:?]
at com.pegarules.generated.activity.ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.perform(ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.java:70) [prgenclasses.jar:?]
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3597) [prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10845) [prprivate.jar:?]
Steps to Reproduce
Use the Customer Service Interaction Portal to transfer a call to a non-Pega user.
Root Cause
A defect in Pegasystems’ code or rules.
Resolution
Apply HFix-43487.
Tags:
Published July 23, 2018 - Updated December 2, 2021
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