Telephony controls in the Interaction Portal

This video shows you the telephony controls that a customer service representative (CSR) uses to log in to the Computer Telephony Integration (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 the configuration wizard, you can select to use the Pega Call telephony controls. In this case, Pega Call provides dialog boxes that the CSR uses to log in, set availability, and control calls.

In the Pega Desktop, the CSR clicks the phone icon and logs in using the Phone login dialog.

The CSR then sets their availability in the Agent state dialog.

When a call comes in, the CSR uses the softphone to answer the call. The softphone provides call features, including answer, hold, and transfer.

Third-party controls (Amazon Connect)

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

Our example shows the call controls for the Amazon Connect CTI.

In the Pega Desktop, the CSR clicks the telephone icon and logs in using the Amazon Connect login dialog.

The CSR sets their availability.

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