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Implementing call answering

Updated on October 7, 2021

With Pega Call you can initiate an automatic call process to answer calls on behalf of the customer service representative (CSR).

To use this feature, you need to configure call treatment rules to automatically answer the call when an interaction is presented or started.

  1. In Dev Studio, search for the AnswerCall activity in the OpenCTI adapter class.
    This activity is used to answer the specified call on the CSR's extension.
  2. Copy the AnswerCall activity into the OpenCTI adapter implementation class.
  3. On the activity page, add the required steps to call the Pega Platform 8.6 integration connector to send the answer call request to the CTI server.
  4. If the call to the CTI server results in an error, handle it as discussed in Handling Errors.

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