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Module

Telephony controls

Archived

2 Topics

20 mins

 Visible to: All users
Intermediate Pega Customer Service 8.4 English
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the telephony controls and how you can modify these controls.

After completing this module, you should be able to:

Describe the telephony controls available in the Pega Call™ desktop
Describe how a customer service representative uses the Phone login screen, the Agent State screen, and the softphone
Define the Dev Studio settings that modify the telephony controls in Pega Call Desktop

Available in the following mission:

Pega Call v1

Topics

Telephony controls

10 mins

Telephony controls in the Interaction Portal

5 mins

Module Quiz

5 mins

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