Mission
Pega Call
Archived
6 Modules
2 hrs 15 mins
Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless customer experience.
Available in the following mission:
Pega Call introduction
-
Module
Pega Call introduction
3 Topics
25 mins
-
Many customers still prefer to speak with an agent because they believe it helps them get to resolution faster. Customers expect a seamless experience...
Configuring a CTI Link
-
Module
Configuring a CTI Link
Archived
2 Topics
15 mins
-
The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...
User device capabilities
-
Module
User device capabilities
2 Topics
20 mins
-
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...
Call treatment settings
-
Module
Call treatment settings
2 Topics
20 mins
-
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...
Call transfers
-
Module
Call transfers
Archived
2 Topics
15 mins
-
Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Screen pops
-
Module
Screen pops
2 Topics
15 mins
-
Learn how to use screen pops to provide a summary of information to agents when a call arrives.
