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Telephony experience configuration

Updated on September 11, 2020

Ensure that the basic configurations are completed as part of the Pega Call configuration wizard steps. In the User device capabilities section, you configure which device capabilities are available to each operator.

Telephony modes

The telephony modes refer to the set of device capabilities presented to a user. Pega Call supports various telephony modes.

Note: Ensure that the user has the HasTelephony privilege that is required to view the telephony tools in the portal. Without this privilege, telephony tools will not be displayed in the Pega Customer Service interaction portal. To provide appropriate privileges, add the PegaCTI:CSR role to the user's access group. For more information, see Telephony privileges and roles.

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