Support Article

Warm Transfer not functional when multiple lines are active

SA-36114

Summary



In a Pega Call 7.21 application, when an agent has more than one line activate, the Warm Transfer function is not working as the Complete Transfer action is not able to identify which line contains the Consultation Call ID.

Error Messages



Not Applicable

Steps to Reproduce



1. Receive a Call and trigger an interaction.
2. Initiate a Warm Transfer with another extension.
3. Complete the transfer.


Root Cause



A defect in Pegasystems’ code or rules.

Resolution



The issue is resolved in PegaCALL 7.2.1 ML1. If upgrade is not an option, then install HFix-32546 which is compatible with PegaCALL 7.2.1.

Published April 6, 2017 - Updated May 10, 2017

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