Question

Option to Capture Call Reason before Transfer of Call

Brief Description
Option to Capture Call Reason before Transfer of Call

Detailed Description

When a Agent1 is in call with a customer and he have to transfer the call to Agent2, we dont get any option to capture the reason for transfer of the call. On Click of Warm Transfer button on CTI, call is directly connected to agent2. Business requested a option to capture the transfer of call reason before initiate of transfer.

Steps to Reproduce

1. Login to Application
2. Login to CTI
3. Make Status as Available
4. Get a Inbound Call from the Customer
5. Enter the Agent2 number in the dial to initiate the transfer
6. Click on "Warm Transfer"

Call will be directly connected to agent2. There should be a option to capture the reason for transfer

System in Use :

Pega 7.1.8 CPM: 7.1.3

***Updated by moderator: Lochan to add enhancement details***

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Correct Answer
February 1, 2017 - 10:35pm

Hi Nitesh,

Thank you for raising this enhancement to the product on PSC. An enhancement request has been created on our internal portal. The request ID is attached to your post above (under Related Support Case Number field.)
Please refer this number to your Account Executive should you wish to actively follow up on this request.

Regards,
Lochan  |  Community Moderator  |  Pegasystems Inc.

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Mod
February 1, 2017 - 10:35pm

Hi Nitesh,

Thank you for raising this enhancement to the product on PSC. An enhancement request has been created on our internal portal. The request ID is attached to your post above (under Related Support Case Number field.)
Please refer this number to your Account Executive should you wish to actively follow up on this request.

Regards,
Lochan  |  Community Moderator  |  Pegasystems Inc.

Lochana | Community Moderator | Pegasystems Inc.