Configuring Pega Call

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.

Advanced

English

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 v4

Topics

Pega Call configuration wizard

15 mins

Viewing call data

10 mins

Call and interaction handling

10 mins

Call behavior in the Pega desktop

5 mins

Outbound calls

5 mins

Module Quiz

5 mins