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Call types

Updated on September 11, 2020

Pega Call provides a call type that can be used to circumstance call treatment rules.

The pyCallType property on the call page specifies call types, which includes:

  • INBOUND – Inbound calls including customer calls that are routed through an ACD queue.
  • CONSULT – Consultation and transferred calls.
  • OUTBOUND – Calls placed from the contact center or the CSR's phone to an external phone number.
  • INTERNAL – Calls that are internal to the call center, such as calls from one CSR to another.
Note: Embedded UI CTI links (for example CTI Link with Amazon Connect Contact Control PanelFive9 Contact Center with native UI) only persist data and set call type for inbound calls.

The call type values depend on the CTI platform and link type – your platform cannot detect all of the above call types. For Avaya, modify Pega Call's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink-JTAPI • SelectCallType in your application ruleset.

For Avaya AACC, modify Pega Call's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink • SelectCallType in your application ruleset. Ensure that the service package used to process CTI events has access to your application ruleset.

For Cisco ICM, modify Pega Call's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink • SelectCallType in your application ruleset.

Pega Call maps call types determined by Cisco ICM to Pega Call call types using the map value ChannelServices-Event-CTILink-CiscoCTI • ConvertCallType. Modify that rule in your application ruleset to suit your needs.

Ensure that the service package used to process CTI events has access to your application ruleset.

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