Unable to transfer AWA work item to another agent

[abhinay_pandey]

Hi,

We’re integrating our CCaaS platform with ServiceNow Voice and have encountered an issue during implementation. The CCaaS platform manages routing, while we use AWA to offer work items to agents. The initial work offer to the first agent functions as expected; however, when we initiate a transfer to another agent, we consistently encounter the error shown below.

Could you please review this and advise on the next steps? Let me know if any additional details are required. Thanks.

We’re calling the following API:
https://{{instance}}.service-now.com/api/now/awa/documents/interaction/<interaction_id>/offer

Request payload:

{
  
  "transfer": {
    "source_queue_id": "external_queue_id",
    "target_id": "1ad2045e1b3c7290bbc4ea45624bcbfc",
    "target_type": "agent",
    "transfer_type": "blind"
  }
}

{
"result": {
"success": false,
"message": "Transfer failed - couldn't blind transfer to agent"
}
}