Pega Call feature matrix
The Pega Call™ telephony features available to CSRs depend on your computer telephony integration (CTI) platform.
With Pega Call, you can connect Pega Platform with the CTI platform of your choice:
- Avaya Aura Contact Center (AACC)
- Avaya Application Enablement Services (AES)
- Cisco Intelligent Contact Management (ICM)/Unified Contact Center Enterprise (UCCE)
- Cisco Finesse and Webex Contact Center Enterprise (WCCE)
- Genesys Engage Platform SDK (Genesys SDK)
- Genesys Web Services (Genesys WS)
- Genesys Cloud CX
- Amazon Connect
- Five9
Pega Call features per CTI platform
| Feature | AACC | Avaya AES | Cisco ICM/UCCE | Finesse, WCCE | Genesys WS | Genesys SDK | Cloud CX | Amazon Connect | Five9 |
|---|---|---|---|---|---|---|---|---|---|
Login CSRs can log in to Pega Call in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Logout CSRs can log out of Pega Call in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Logout with reason code CSRS can log out of Pega Call after providing a reason code in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | No | No | No |
Availability state management CSRs can set their availability state based on the options provided by the CTI system. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Ready/Available with work mode CSRs can set their work mode as Auto In or Manual In when setting their availability to Ready/Available. | Yes | Yes | No | No | Yes | Yes | No | No | No |
Not ready/Unavailable with reason code CSRs can set their availability to Not ready/Unavailable after providing a reason code. | Yes | Yes | Yes | Yes | Yes | Yes | Yes1 | Yes1 | Yes1 |
After call work CSRs can set their availability to After Call Work (ACW) after disconnecting a call. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Make call CSRs can make a call using in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Pause call CSRs can put a call on hold in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Resume call CSRs can resume a call that is put on hold. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Hang up CSRs can disconnect a call in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Consultation call CSRs can perform a consultation call with another CSR. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Merge call CSRs can add another CSR to a customer call. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Drop party CSRs can drop a selected participant from a call with multiple participants. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Click-to-call CSRs can dial telephone numbers with a single click on a hyperlink. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Callback CSRs can handle callback requests in the call control panel. | Yes | Yes | Yes2 | Yes | Yes | Yes | Yes | Yes | Yes |
Warm transfer CSRs can communicate with a target CSR before transferring a call to them. Also applicable to the voice and data transfer feature available in Pega Customer Service. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Blind transfer CSRs can transfer a call to a target CSR without prior communication with the target CSR. Also applicable to the voice and data transfer feature available in Pega Customer Service. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | |
Screen pop A screen pop with caller details displays for an incoming call. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Phone books CSRs can store contacts in phone books. | Yes | Yes | Yes | Yes | Yes | Yes | Yes3 | Yes3 | Yes3 |
ANI lookup If a customer is not identified based on automatic number identification (ANI), CSRs can manually search for the customer using a phone number search field. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Send DTMF CSRs can send dual-tone multi-frequency (DMTF) signaling inputs by pressing keys in the call control panel. | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Supervisor monitoring Supervisors can join CSR calls for monitoring. | No | No | No | No | No | No | No | No | No |
Call park CSRs can park a call on one handset and pick it up on a different handset. | No | No | No | No | No | No | No | No | No |
Initiate call recording CSRs can initiate ad hoc call recording in the call control panel. | No | No | No | No | No | No | No | No | No |
Voicemail integration CSRs can access voicemail in the call control panel. | No | No | No | No | No | No | No | No | No |
- Available only for custom agent availability states.
- Available for Cisco UCCE; not supported for Cisco Unified Contact Center Express (UCCX).
- Available only for native phone books.