- In the navigation pane of App Studio, click .
- In the list of computer telephony integration (CTI) settings, click Device capabilities.
- In the Telephony mode list, select a telephony
Choices Actions Call control and agent state management in third-party software
Select Simple telephony mode.
In this mode, a CSR uses a different phone, software or hardware, for both call control operations and agent state management. Pega Call does not display agent state management or call control features.
Agent state management in Pega Call, call control through a hardware or software phone
Select Simple mode with agent-state management.
In this mode, a CSR uses a separate hardware or software phone for call control operations, and performs agent state management in Pega Call.
Call control and agent state management in Pega Call
Select Full telephony mode.
In the Number of concurrent calls list, select the number of simultaneous calls that the CSR can see and consult with other CSRs or third-party vendors, for example, airlines.
Note: Ensure that this value matches the number of concurrent calls supported by the hard or soft phone the CSR uses.
In this mode, a CSR performs call control operations and manages their agent state in Pega Call, so they do not need to switch focus to an external phone.
- Confirm your updates by clicking Save.