The Pega Customer Service interaction portal includes a telephony toolbar with three modes of configuration. The modes refer to the set of telephony capabilities presented to the user.
Simple telephony mode
This mode is intended for users (CSR) who use a different tool for call control operations (for example, placing calls on hold, transferring calls) and agent-state management (making themselves Available or Unavailable for customer calls). The user receives new call notifications (screen pop or automatic interaction start) when calls arrive at their phone. Agent state management and call control features are not available on the Pega desktop.
Simple telephony with Agent state management mode
This mode is intended for users who use a separate phone (hardware or software) for call control operations, but need to perform agent-state management from their Pega desktop. When this mode is selected, the user can manage their agent state (Available or Unavailable) from the Pega desktop. Call control features are not available from the Pega desktop.
Full telephony mode
This mode is intended for users who perform all telephony functions from the Pega desktop. When this mode is selected, the user can control calls (for example, Hold, Retrieve, Transfer, Hangup) on their phone and manage agent state from their Pega desktop. In addition, they receive call notifications the same way as simple telephony mode.
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