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== Phase 2: Configure integrated voice data transfer == Using integrated voice data transfer, CSRs can transfer interactions and service cases with the calls. This allows for the CSRs to whom the calls are transferred to continue cases without having to repeat case steps and data entry. <br> It is important to remember that integrated voice data transfer is useful only if both parties, i.e., originating CSR and receiving CSR, use Pega. Otherwise, the transferred interactions and service cases will remain open. We recommend that you enable this feature only if all CSRs use Pega Customer Service or have a process ready to monitor and manage interactions and service cases that will remain open after transferring calls to CSRs who don’t use Pega Customer Service.

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