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.