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Configuring voice and data transfer for Pega Call

Updated on March 25, 2020

You can transfer a call to another CSR along with the associated interactions using voice and data transfer. When you transfer a call with the associated interaction, the associated service cases are also transferred. Use Pega provided telephony toolbar to transfer the call.

Before you begin: Note: To transfer a call, ensure that the CSR is logged into the same portal and use the same navigation method.

Before you configure and use voice and data transfer, ensure that Pega Call is installed, configured, and connected to a CTI platform that supports adding call data elements to a call.

Voice and data transfer supports both warm and blind transfers. Perform the following tasks to configure voice and data transfer.

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