User device capabilities

A CSR logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the telephony controls and how you can modify these controls.

Beginner

English

After completing this module, you should be able to:

Describe the telephony controls available in the Pega Call™ desktop

Describe how a customer service representative uses the Phone login screen, the Agent State screen, and the softphone

Define the settings that modify the telephony controls in Pega Call Desktop

Available in the following mission:

Pega Call v6

Topics

Telephony controls

10 mins

Telephony controls in the Interaction Portal

5 mins

Module Quiz

5 mins