Idea

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NITESH AGARWAL Member since 2010 9 posts
Virtusa
Posted: February 1, 2017
Last activity: February 16, 2017

Option to Capture Call Reason before Transfer of Call

Brief Description
Option to Capture Call Reason before Transfer of Call
Detailed Description
When a Agent1 is in call with a customer and he have to transfer the call to Agent2, we dont get any option to capture the reason for transfer of the call. On Click of Warm Transfer button on CTI, call is directly connected to agent2. Business requested a option to capture the transfer of call reason before initiate of transfer.
Steps to Reproduce
1. Login to Application
2. Login to CTI
3. Make Status as Available
4. Get a Inbound Call from the Customer
5. Enter the Agent2 number in the dial to initiate the transfer
6. Click on "Warm Transfer"

Call will be directly connected to agent2. There should be a option to capture the reason for transfer

System in Use :
Pega 7.1.8 CPM: 7.1.3

***Updated by moderator: Lochan to add enhancement details***

Pega Customer Service
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