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Implementing the transferInitiate activity

Updated on December 28, 2022

Pega Call uses the transferInitiate activity to initiate a warm transfer call. A warm transfer is a call between the customer and a CSR where the CSR transfers an active call to another CSR through an alert.

This activity requests a consultation call to another party which places the active call on hold. This activity uses the CallID and the DestinationNumber properties to complete the request.

  1. In Dev Studio, map the CallID and HeldCallID properties of the OpenCTI adapter page to the corresponding request parameters of the Pega Platform 8.7 integration connectors.
  2. Build a request that is appropriate for your connector.
  3. Invoke the appropriate request to the CTI server by using an integration connector for Pega Platform version 8.7.
  4. Identify and resolve errors.
    For more information, see Handling Errors.

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