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Support Article

Warm transfer to non-Pega user fails on using CSInteractionTimer



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( [prchannelservices.jar:?] 
at com.pega.pegacti.jtapi.JtapiSession.transferCall( [prchannelservices.jar:?] 
at com.pega.pegacti.core.SessionManager.transferCall( [prchannelservices.jar:?] 
at com.pegarules.generated.activity.ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.step1_circum0( [prgenclasses.jar:?] 
at com.pegarules.generated.activity.ra_action_transfercall_f3412a894c08035e77fe1d27a0183ea2.perform( [prgenclasses.jar:?] 
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity( [prprivate.jar:?] 
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity( [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.


Apply HFix-43487.


Published July 23, 2018 - Updated December 2, 2021

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