Telephony controls in the Interaction Portal

This video shows you the telephony controls that a CSR uses to log in to the CTI and control calls. You can configure Pega Call™ to use its telephony controls for the phone login, agent state, and softphone dialog boxes. You can also have the CTI provide its telephony controls. The video demonstrates both scenarios.

Pega Call controls

In App Studio, you can select to use the Pega Call telephony controls. In our example, Pega Call provides controls that the CSR uses to log in, set availability, and control calls.

In the Pega Desktop, the CSR clicks the phone panel icon and logs in using the phone login controls.

The CSR then sets their availability in the softphone.

When a call comes in, the CSR uses the softphone to answer the call. In this case, incoming calls are set to answer automatically and the interaction starts automatically. The softphone provides call features, including conference, consult, and transfer. When the call ends, the softphone changes to the After Call state. The CSR completes the case and sets the state to ready.

Third-party controls (Five9)

Your customer can choose to use the telephony controls from their CTI system. In this case, the CTI provides the controls that the CSR uses to log in, set availability, and control calls.

Our example shows the call controls for the Five9 CTI.

In the Pega Desktop, the CSR connects to the CTI and then logs in using the Five9 login dialog.

The CSR sets their availability.

When a call comes in, the CSR uses the Five9 softphone to answer the call. Call control features are provided by the Five9 softphone.

The CSR completes the case and finishes the call.

This concludes the demonstration. You learned about the different softphone interfaces available to Pega Call users.