Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring login

Updated on July 12, 2022

You can configure and automate the way CSRs log in to Pega Call in all telephony modes.

In simple telephony mode, in which agent state is managed outside of Pega Call, the user ID and related fields are not displayed upon login. Instead, Pega Call requires the phone extension. Phone login does not log the CSR in to ACD. Instead, the phone extension is associated with the CSR and the CSR receives notifications for calls to that extension.

In full telephony mode, CSRs log in to Pega Call to receive screen pops and control their telephones through their desktops. You can retrieve phone login credentials from an external source or automate the login.

Note: For information of configuring login for Pega Call used with Pega Customer Service, see Saving login credentials to Pega Customer Service Preferences in the Pega Customer Service Implementation Guide on Pega Community.

Retrieving phone login credentials from an external source

You can retrieve phone login credentials for an external source, such as LDAP or Active Directory, by overriding the D_pyMyCTICredentials data page.

For more information on data pages, see Data pages in the Data management and integrationPega Platform guide on Pega Community.

Override the D_pyMyCTICredentials data page or the associated pyFetch activity in your application ruleset, and then configure it to retrieve login information from the external source.

At run time, the properties from the data page are loaded to the login screen and used as part of the Pega Call phone login process.

Automating the phone login

You can enable automatic phone login and pre-populate sign-on properties by modifying the D_pyMyCTICredentials data page.

  1. To automatically log in CSRs to Pega Call when they log in to Pega Platform, set the pyAutoLogin property to TRUE.
  2. To automatically log in CSRs to Pega Call when they click the phone button, without having to enter credentials on the login screen, set the pyQuickLogin property to TRUE.
  3. For either of the above options, ensure that adequate login information is provided in the other properties on the data page, such as pyExtension, pyAgentID, and pyAgentPwd.

If the above properties are set to TRUE, no further CSR action is required to log in to Pega Call. The values of other properties populated on the data page are displayed on the login screen.

If the pyAutoLogin and pyQuickLogin parameters are set to FALSE, the phone login screen displays when a CSR clicks the phone button. The CSR can then provide their credentials and log in to Pega Call. Values of any other properties populated on the data page are displayed on the phone login screen.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us