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.

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

• Enabling the Transfer tool
• Enabling the Accept button on the Review Harness
• Transfer reasons
• Setting a time limit for voice and data transfers