Call behavior in the Pega desktop

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.

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 open App Studio and review the call settings for Inbound calls. The Interaction behavior is set to Accept interaction through screen pop and Call handling is set to Manually answer through softphone.

These settings produce the desired call behavior.

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

You have an incoming call.

You click Accept to begin the customer interaction. 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 this case, you need to use the advanced settings in Dev Studio.

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 for incoming calls.

In App Studio, you open the Pega Call settings, and then access the Call and interaction settings.

You select Automatically start interaction, and select Do not display, and then save your changes.

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.