Comments
Correction: If you look at the documentation, the pop-up message is technically correct because even if the conversation is closed, it remains in the queue. However, this pop-up is still misleading for end users, who do not understand this and fear that someone else might take the call after it is “released.” Additionally, the message displayed on the timeline during an external transfer is also somewhat misleading. It only says “Customer put on hold,” which is technically true, but there is no follow-up message indicating that the hold has ended and the call was successfully transferred. This lack of clarification increases confusion.
Another reason for changing the current state in BC is the situation with renaming a user specified in Job Queue Entry via Codeunit9800 User.RenameUser. Even though the original user ID (already renamed) remains the same in Job Queue Entry, after renaming, the task starts running under a different user—the one who performed the renaming. I have already added my voice to this, there are already many applicants, so please: Change your behavior in this area. Thank you.