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Desktop behavior on arriving calls

Updated on September 11, 2020

By using the configuration wizard, you can configure the desktop behavior for arriving calls to display a screen pop or to automatically start interaction processing.

Display Screen Pop

If you want the CSR to be notified with a screen pop as part of the Pega desktop, select Display Screen Pop option and then click Next. A list of properties is displayed. For each property on the list that is displayed, select the check box if you want Pega Call to map the call data value to the screen pop when a call is received. Properties that are not selected are available on the clipboard, but they do not appear on the screen pop.

Start Interaction processing

If you select this option, there is no screen pop that notifies the CSR of the call. Interaction processing starts immediately, based on information received through CTI. If you want to directly start the interaction processing, select this option and click Next.

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