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Call types

Updated on October 12, 2021

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 Panel) only persist data and set call type for inbound calls.

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