Telephony controls
When you configure the Computer Telephony Integration (CTI) link, you can choose to use the telephony controls provided by the CTI vendor or the Pega Call controls. A customer service representative (CSR) uses the telephony controls to log in to the CTI, set their availability, and answer, mute, hold or transfer calls. CTI vendors provide their own interface for telephony controls. Pega Call seamlessly integrates the controls.
Phone login
In the Interaction Portal, you use the Phone panel to connect to a CTI link, then log in to the telephony system, as shown in the following figure:
To log in, you enter the credentials for the telephony system. The following figure shows the login dialog for the Amazon Connect CTI.
The extension, agent ID, and password are defined in the telephony system.
Agent state
After the CSR logs into the phone system, the Interaction Portal display the softphone. The CSR sets availability as shown in the following figure:
The CSR can set different statuses to indicate availability. The Agent State settings are dependent on the CTI.
Softphone
When a CSR has an incoming call, the softphone displays the call information. In the example, the softphone shows the agent state (Available), and the caller phone number. After the CSR answers a call, the softphone actions are available, as shown in the following figure:
The phone control features depend on what is offered by the CTI and can include call control, such as answer, hold, mute, end call and feature controls, such as consult and transfer.
Telephony capabilities
You can set basic telephony capabilities for the phone login, agent state, and the softphone. In App Studio, click Control Panel > Voice, and then click User device capabilities. The following figure shows the settings:
Telephony mode determines the call capabilities available to the customer service representative on the Pega Desktop. Capabilities are also dependent on the type of CTI used.
- Full Telephony Allows the user full control over call and agent state from the Pega Desktop. Users receive notification of new calls (screen pop or automatic interaction start) with CTI data associated with the call.
- Simple Telephony with Agent State Management Allows the user to manage agent state (Available/Unavailable) from the Pega Desktop. Users receive notification of new calls (screen pop or automatic interaction start) with CTI data associated with the call. This option does not provide telephony control (softphone) on the Pega Desktop. The CSR controls calls by using a third-party CTI dialog or hardware.
You can experiment with these settings in a test system by selecting a setting, and then logging in as a CSR to the Interaction Portal to see the result.
Advanced configuration
You can also set these properties in Dev Studio if you need to customize the device capability configuration. For example, you can create multiple device capability records if different users need different telephony configurations.
In Dev Studio, click Configure > Channel Services > Pega Call > Administration and Configuration. Then, click the Telephony Experience tab. The following figure shows the settings:
The User device capabilities section shows the Default record. The record, shown in the following figure, displays the current settings for Pega Desktop call controls.
Here, you have a third option named Simple telephony. If you select Simple telephony, users receive new call notifications (screen pop or automatic interaction start) with CTI data associated with the call. This option does not provide the softphone or agent state management in the Pega Desktop. The CSR logs in by using a third-party CTI dialog box and controls calls using a third-party CTI dialog or hardware.
補足： You can edit the default record to change the basic settings. If you need to create additional records to customize settings, click Configure. You can create a record with custom settings from your CTI.
Switch capabilities
The Switch capabilities tab of the CTI configuration shows the current settings for the Phone login, Agent State, and Softphone dialogs.
The settings must match the requirements for the associated CTI. For example, if users must log in with an agent ID and password, the Phone login dialog box must show the associated fields.
To change the settings, in Dev Studio, click Configure > Channel Services > Pega Call > Administration and Configuration. On the CTI Links tab, select the link, and then click Actions > Edit. Click the Switch capabilities tab.
The following figure shows the settings for the example CTI Link.
このトピックは、下記のモジュールにも含まれています。
トレーニングを実施中に問題が発生した場合は、Pega Academy Support FAQsをご確認ください。