Hi @Devika,

We have verified from OPS Team below following steps we have checked.

1. If call landed in 104 and beneficiary disconnected the call (application will redirect to closer screen and the transfer call drop down is disabled (This is scenario is correct).
2. If call landed in 104 and something happened and agents will go to closure screen and he/she is selecting call type ‘transfer’ and call sub type ‘CO’,’MO’ or anything) and Transfer call is enabled, So in transfer call drop down agents are selecting (MO,CO, or any categories under transfer call) It shouldn’t transfer in this case.  Please find below screen shot and Video for your reference. Please think on it and let us know.

1.Point below screen shot.

2.Point below screen shot.