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Editing default device capabilities record

Updated on October 12, 2021

With API-based CTI link implementation, you can define the default device capabilities and simplify Pega Call deployment.

Note: Full telephony is not currently supported with Web API Genesys CTI links.
  1. Click Edit for the Default Device record.
  2. If you choose For Amazon Connect, select the Full Telephony mode, configure the following settings in addition to other configuration settings:
    1. 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.
    2. 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.

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