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Call behavior in the Pega desktop

Introduction

This video shows how you can set call behavior in the Pega Desktop. The settings in the call treatment determine how the Pega Desktop responds to an incoming call.

Video

Transcript

Display pop up

Your team at U+ Bank asks you to configure the Pega Call Desktop behavior for incoming calls. The team wants the customer service representative (CSR) to control when the customer interaction begins. Also, the CSR must answer the call with the softphone,

To meet this request, you review the call treatment for Incoming and Other Calls, which the configuration wizard created. The option to Display pop up is selected and the Auto Answer option is set to Never.

These settings produce the desired call behavior.

To test the settings, you log in to the Customer Service Interaction Portal as a CSR. You set status to indicate you are available for a customer call.

You have an incoming call.

You click Accept to start the customer interaction. The customer interaction provides access to the customer information and service cases in Pega Customer Service™.

You answer the call using the softphone.

Timeout Disposition

After assessing the Pega Call configuration, the U+ team decides that they want to make a change. Often, when the CSR answers the call and begins talking to the customer, they forget to start the interaction. To avoid delays, the team wants the customer interaction to start automatically after 5 seconds.

To change the configuration, you modify the call treatment for incoming calls.

In Dev Studio, you open the call treatment and check out the rule.

In the Timeout Disposition section, you set the interaction to begin after 5 seconds. You save the rule and check it in.

You test your changes in the Interaction Portal.

You have an incoming call. The screen pop displays the caller information. You can still click Accept to start the customer interaction, but you take no action. After 5 seconds, the customer interaction begins, and the screen pop goes away. You answer the call with the softphone.

Automatically start an interaction

Next, the U+ team decides that they want to have the interaction immediately begin so that it is ready for processing when the call is answered. The screen pop does not need to be displayed. The CSR can still answer the call manually.

To change the configuration, you modify the call treatment for incoming calls.

In Dev Studio, you open the call treatment and check out the rule.

You select the Automatically start an interaction option, then save the rule and check it in.

You test your changes in the Interaction Portal as CSR.

You have an incoming call. Customer interaction starts automatically without displaying the screen pop. You answer the call with the softphone.

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