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Warm Transfer in UCCX environment

Hi,

Agent receives the external call (PSTN Call)  from the queue and can cold transfer to other agent with no issue. But warm transfer does not work and drops the caller and agent receives the prompt “Because of technical difficulties we are unable to route your call”.

We tested it with internal calls to the queue and did not have any issue. The problem is with external call from PSTN and warm transfer between the agnts.

Please let me know if you have experienced this issue or have any recommendation.

Thank you,

Hamid

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