With API-based CTI link implementation, you can define the default
device capabilities and simplify Pega Call deployment.
- Click Edit for the Default Device record.
If you choose
For Amazon Connect, select the Full Telephony
mode, configure the following settings in addition to other configuration
- To allow the user to transfer the Pega Customer Service interaction and cases associated
with a call along with the call, select Allow user to
transfer interaction with call.
To change the number of concurrent calls that you want to show on
the CSR's desktop, select the Number of Concurrent
Calls list. The minimum number of calls that can be
configured is 2 and the maximum is 4.
Amazon Connect supports only 1 call. This configuration must
match the capabilities of the user's phone.