Configuring a Phonebook in Constellation

Users with the Administrator role can configure phonebook records in the default directory of Pega Call 24.1. An agent can make use of the phonebook to search for contacts, which eliminates the need for the agents to remember extensions and simplifies the process of transferring calls to other agents or queues.

Configuring Phonebook records

In the navigation pane of Dev Studio, click App.
Search for ChannelServices-Admin-PhoneBook, then click the ChannelServices-Admin-PhoneBook class.
Click Default. This is the default directory.
Click Add record.
In the Name field, enter the name of the contact.
In the Phone number field, enter the extension.
In the Contact type drop-down list, select the type of contact.

Choose from: Agent, Customer, or ACDQueue/Skill.
Repeat steps 5-7 to add more contacts as needed.
Click Save.

You have successfully configured the Phonebook records.

Transferring a call using the Phonebook

In this example, the CSR will be utilizing the Cisco Finesse CTI link.

While on a call, click Actions in the Softphone.
Click Transfer, then click either Call and interaction or Call, depending on whether you want to transfer both the call and any associated interaction, or only the call.
In the Transfer calls and interaction window, in the Comments field, enter the reason for the transfer.
In the Search field, enter the name of the contact to whom you want to transfer the call.
Click the contact name, then click Transfer.

You have successfully transferred the call.