CSRs must log in to Pega Call to receive screen pops and control their telephones through their desktops.

For Amzon Connect, Avaya AACC, Cisco Finesse, Cisco ICM, Genesys, and Five 9, in simple telephony mode, because agent state is managed through another device or application, the agent ID and related fields are not displayed. For Genesys Web API, in simple telephony mode, because agent state is managed through another device or application, the user ID and related fields are not displayed. Instead, Pega Call requires only the extension as input. In this case, the phone login does not log an agent into the ACD. The phone login process monitors the phone extension and associates it with the Pega user (operator), and the user receives notifications for subsequent calls to that extension.