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 Roxana Henriquez (RoxanaH4) The Bank of Nova Scotia
The Bank of Nova Scotia
CA
RoxanaH4 Member since 2018 2 posts
The Bank of Nova Scotia
Posted: December 11, 2018
Last activity: January 3, 2019
Posted: 11 Dec 2018 11:11 EST
Last activity: 3 Jan 2019 7:01 EST
Closed

Close interaction when call drops

Hi guys,

We are using PegaCRM 7.3.1 and have a business requirement that when a phone interaction is open if the call drops the agent should be presented with the Wrap up screen immediately and should not be able to see any customer information as the client is not on the line anymore.

Does anyone know if there is an out of the box way of achieving that?

Thanks!

Pega Customer Service Low-Code App Development
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Posted: 3 years ago
Posted: 3 Jan 2019 7:01 EST
Santanu Bhattacherjee (Santanu) PEGA Senior Manager, Cloud Engineering, Management Plane Services
Pegasystems Inc.
IN

Hello

I am not sure about the OOTB way, but there is quick wrap up functionality that you can think of using by putting some logic to check whether a call get dropped or not. If it dropped then impose this quick wrap up functionality. 

We'd prefer it if you saw us at our best.

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