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BIKASH88 Member since 2010 4 posts
Capgemini
Posted: 3 years ago
Last activity: 3 years 4 months ago
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Simple Telephony Case Transfer along with Call

In PegaCall 7.2.1 release notes following is mentioned:

Transferring Cases with Calls: The ability to transfer Pega Customer Services cases (interactions and service cases) with a call has been improved to make it more reliable. The user interface has been improved – transfers may be initiated from the PegaCS interaction header and the CSR is guided through the process. This capability may now be used with simple telephony modes (in addition to full telephony mode).

I have following queries related to this:

  • Does Simple telephony transfers the case along with the call if Call is transferred through hard phone?
  • I mean, How that will be synced with hard phone or the call itself we are not sure or rather not mentioned in the documentation.
Pega Customer Service
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