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The transferCall activity

Updated on October 7, 2021

The transferCall activity is used to complete the call transfer from one CSR to another in a warm transfer call.

This activity uses the CallID property to identify the call that is put on hold and the consultCallId property is used to temporarily hold the caller details of the consultation call.

  1. Map the CallID and HeldCallID properties of the OpenCTI adapter page to the corresponding request parameters of the Pega Platform 8.6 integration connectors.
  2. Build a request appropriate for your connector.
  3. Invoke the appropriate request to the CTI server using Pega Platform 8.6 integration connector.
  4. Identify errors and handle it as discussed in Handling Errors.

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