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Initiating a phone call from a messaging interaction

If your organization has messaging and call implementations in customer service, you can enable your CSRs to initiate mid-chat phone calls to the customer. The CSRs can use a phone number that is already associated with the contact or dial in any number that the customer provides.

The ability to start a call from a messaging interaction improves the level of support that CSRs can give customers and can reduce the amount of time that they spend resolving an issue.

Video

Transcript

This demonstration shows you how a customer service representative can initiate an outbound phone call from a messaging interaction.

Consider a scenario in which Myco, a telecommunications company, wants its CSRs to initiate a mid-chat phone call with a customer if the customer asks for a phone call facility.

Note: Before implementing the business scenario, assign the click-to-call skill to the CSR and enable computer telephony integration (CTI). For more information, see click-to-call and CTI.

To implement the business scenario, log in to the Interaction Portal as a Customer Service Representative, and then, in the upper-right corner of the portal, click the phone icon to access the Phone Log in dialog box.

The CSR enters such information as the CTI link, extension, agent ID, password, queues, and work mode to support customers.

The CSR logs in to accept the incoming chat requests. During the chat interaction, the customer asks whether they can have a phone call. On the Other actions menu, the CSR selects the Initiate Phone Call option.

The default phone number from the customer's account is populated, but the representative can dial in any number that the customer provides.

By initiating a phone call, the CSR creates a separate call interaction that is associated with the messaging interaction. All parties see a system message that indicates that the outbound call has been initiated. The call interaction is concurrent with the messaging interaction, so the representative and customer are still free to exchange messages even though they are on a call. The CSR automatically has their availability changed to temporarily unavailable for the duration of the call.

This action stops any new messaging interactions while the CSR is focused on the call. When the call ends, the system sends another message and automatically updates the representative's availability status to available.

You have reached the end of this demo. You have learned how a customer service representative can initiate an outbound phone call from a messaging interaction.


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