Pega Call supports call types that you can use to circumstance call treatment rules. The pyCallType property specifies the call types, which include:

INBOUND

For inbound calls

CONSULT

For consultation and transferred calls

OUTBOUND

For calls placed from the contact center or the CSR's phone to an external phone number

INTERNAL

For calls that are internal to the call center, such as calls from one CSR to another

Each call state activity in the Call Control Panel sends a request to the Computer Telephony Integration (CTI) server. The CTI server receives a call handling request, applies appropriate settings, and returns an event that instructs the Call Control Panel how to handle the call.

Basic call control includes the following call handling requests:

Answering a call

This request uses the answerCall function to answer an incoming call from the line that is in an alerting or ringing state.

Putting a call on hold

This request uses the holdCall function to hold and activate a call. The CTI server uses the CallId parameter to identify and place the call on hold.

Initiating a call (Make call)

This request uses the makeCall function to place or initiate a call. The CTI server uses the destination parameter to set the destination number on the server.

Concluding a call (Hang up)

This request uses the hangUpCall function to end a call.

Retrieving a call from a hold state

This request uses the retrieveCall function to release a call from a hold state and move it to an active state.

Sending a dual tone multiple frequencies (DTMF) tone when the call is on hold

This requests uses the sendDTMF function to send DTMF tones while the call is on hold.