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Module

Configuring Pega Call

5 Topics

50 mins

Visible to all users
Advanced Pega Customer Service 8.6 Pega Call 8.6 Pega Customer Service 8.5 Pega Call 8.5 English

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 desktop of the customer service representative. 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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