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Agent and Device State

Updated on September 11, 2020

Pega Call provides agent state management and call control with Avaya AACC. A toolbar user interface is provided that is embedded into your Pega Platform application or Pega Customer Service.

Device and agent state monitoring

When an agent logs into AACC through Pega Call, Pega Call monitors the user's device through the CCT interface. When the state of a call on the device changes, Pega Call updates the state of the call on the toolbar. For example, if the agent places a call on hold (either using the Pega Call UI or using the phone), the call state displayed in the Pega Call toolbar is updated.

Similarly, Pega Call reflects agent state in the toolbar. If an agent changes state to Unavailable using the Pega Call toolbar, the resulting state change is reflected in the toolbar.

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