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Module

Configuring Pega Call

Archived

4 Topics

45 mins

Visible to all users
Advanced Pega Customer Service 8.4 English
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The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service. This module describes the settings for each step and provides an example configuration. 

Settings for basic call behavior are saved in a call treatment, which determines how an incoming call is handled on the CSR’s desktop. The call treatment defines how a call is answered and how the customer interaction is started.

After completing this module, you should be able to:

Configure Pega Call to use a Computer Telephony Integration (CTI)
Map CTI properties to Pega Call properties
Configure call behavior in the Pega desktop

Available in the following mission:

Pega Call

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