Implementing call treatment
The incoming call event from a CTI server should be passed to the Pega Platform. Use the Event callback function to forward the event the Pega Platform layer. When the Pega Platform layer receives an offering event (Inbound) it applies the call treatment rules and processes it.
Pega Call supports a call type that can be used to circumstance call treatment rules. The pyCallType property on the call page specifies call types, which include:
- For inbound calls.
- For Consultation and transferred calls.
- For calls placed from the contact center or the CSR's phone to an external phone number.
- For calls that are internal to the call center, such as calls from one CSR to another.
With Pega Call you can initiate an automatic call process to answer calls on behalf of the customer service representative (CSR). This feature can be used only when OpenCTI desktop implementation configures Call Treatment rules to automatically answer the call when an interaction is presented or started. For more information to implement call answering, see the answerCall function.
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