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Massimiliano Donatiello (MassimilianoD1690)
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MassimilianoD1690 Member since 2016 7 posts
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Posted: October 1, 2019
Last activity: October 2, 2019
Posted: 1 Oct 2019 10:38 EDT
Last activity: 2 Oct 2019 5:47 EDT
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Transfer an Interaction to a Worklist / Work Queue

Hello,
we have a Call Interaction that auto-launches a custom Intent Task on its start. At some point during the Task lifecycle, we need to blind transfer both the Interaction and the Task to another CSR (routing the Interaction to both a Worklist or to a Work Queue). In our scenario Interaction is manually started from the CSR and there's no integragtion with any CTI/IVR, so we cannot use the OOTB functions that trasfer a call to another phone number.
Is there a function that allows us to achieve this?

Thanks,
Massimiliano

***Edited by Moderator Marissa to update platform capability tags***

Pega Customer Service Case Management
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