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Configuring device capabilities

Updated on March 26, 2021

Accelerate case processing by adjusting the telephony mode. The telephony mode is a set of device capabilities displayed to a CSR in Pega Call.

You can select the telephony mode, meaning the way CSRs manage their availability to receive calls (agent state), and conduct call control operations. Call control operations include answer, initiate, hold, consult, conference, transfer, and hang-up.

You can also select the telephony mode in the Pega Call configuration wizard, but the Pega Call implementation path suggests completing the App Studio configuration before running the wizard.

  1. In the navigation pane of App Studio, click SettingsPega Call.
  2. In the list of computer telephony integration (CTI) settings, click Device capabilities.
  3. In the Telephony mode list, select a telephony mode:
    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.

  4. Confirm your updates by clicking Save.

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