Configure the Pega Call computer telephony integration (CTI) UI to match the configuration of your telephony switch so that the CTI UI works as expected, in accordance with the capabilities that your switch supports.
- JTAPI (Avaya AES)
- Cisco Finesse
- Cisco Webex Contact Center Enterprise (WCCE)
- Cisco ICM/UCCE
- Genesys Engage Platform SDK
- Genesys Web Services
- OpenCTI Desktop
- OpenCTI Server
Each CTI link and telephony switch combination can only support a subset of the overall switch capabilities that Pega Call provides. Based on the features that a combination supports, Pega Call determines the default settings for that combination. However, depending on the physical equipment that you use, specific features that you enabled or disabled in your environment, the licenses that you purchased, and recent updates to your CTI system, your switch capabilities might be different from the default selections. Therefore, Pega Call provides an option to override the switch capability configuration to suit your telephony environment.
Proper configuration of switch capabilities ensures that the Pega Call CTI UI reflects login options, agent state options, and call options that are valid for your telephony environment. Enabling and disabling the right switch capabilities in your link settings is critical. If your telephony switch requires a specific feature that you do not enable in the link settings, your application might behave in a confusing manner. For example, if your switch requires agents to specify the reason on logout, and you do not enable this switch capability in your link settings, your agents might not be able to log out of the CTI system.
Additionally, if your switch supports a feature but that switch capability is not enabled in your link settings, your agents might not have access to useful features, which might adversely impact the quality of their work and, ultimately, your customer experience. For example, some telephony switches provide agents with an option to go on the after-call work (ACW) mode while they are not on a call to complete follow-up tasks from completed calls. If this switch capability is disabled in the CTI link settings, agents might receive one call after another with no time to complete follow-up tasks, increasing errors and the total resolution time.
- In the header of Dev Studio, click .
- On the CTI Links tab, in the Actions list in the row of the CTI link for which you want to edit the switch capabilities, click Edit.
- On the Switch Capabilities tab, select the check boxes associated with the features that you want to enable.
- Clear the check boxes associated with the features that you want to disable.
- Confirm your updates by clicking Save.
You can customize the phone login screen in the computer telephony integration (CTI) UI to match the login capabilities that your telephony switch supports, including fields that are displayed on the login screen, and which of those fields are required for users to be able to log in.
You can select from the following login options:
- Show Extension
- The login screen shows the Extension field.
- Show Place
- The login screen shows the Place field.
- Place refers to a desk or location.
- This option applies to Genesys Web Services connections only.
- Show CCTUser CCTPassword
- The login screen shows the User and User Password fields.
- Is Extension Required
- The login screen shows Extension as a required field.
- Is Place Required
- The login screen shows Place as a required field.
- Is CCTUser CCTPassword Required
- The login screen shows CCT user name and CCT password as required fields.
- Show AgentId AgentPassword
- The login screen shows the Agent ID and Agent Password fields, which represent the agent ID and password at the automatic call distributor (ACD).
- Show User
- The login screen shows the User field.
- Is User Required
- The login screen shows User as a required field.
- Show UserPassword
- The login screen shows the User Password field.
- Is UserPassword Required
- The login screen shows User Password as a required field.
- Show Agent ID
- The login screen shows the Agent ID field.
- Show Agent Password
- The login screen shows the Agent Password field.
- Is Agent Required
- The login screen shows Agent as a required field.
- Is AgentPassword Required
- The login screen shows Agent Password as a required field.
- Select Work Mode on Login
- The login screen provides the selection of a work mode (Auto In or Manual In) upon login.
- This option is only used with Avaya switches.
- Is AgentId AgentPassword Required
- The login screen shows Agent ID and Agent Password as required fields.
- Specify Queues on Login
- The login screen requires the user to specify the queues to which they want to log in.
Agent state options
You can define system behavior that is related to agent states, specifically, the available (ready), unavailable (not ready), after-call work (ACW), and logged out states.
You can select from the following agent state options:
- Specify Reason on Logout
- The agent state menu on the call control panel requires users to specify a reason while logging out of the automatic call distributor (ACD).
- Specify Reason on Unavailable
- The agent state menu on the call control panel requires users to specify a reason while setting themselves unavailable (not ready) for calls.
- Specify Work mode on Available
- The agent state menu on the call control panel requires users to select a work mode (Auto In or Manual In) when they set themselves available for calls.
- This option is used with Avaya switches.
- Allow Logout while Available
- The agent state menu on the telephony toolbar provides users with an option to logout while they are available to take calls (that is, while their state is Available).
- Allow ACW when not on Call
- The user can go to the after-call work (ACW) state any time they are not on a call.
You can specify the call control options that are available to users, including the types of calls that they can make and the actions that they can perform during the calls.
You can select from the following call options:
- Users can make consultation calls to other users. Consultation calls end with the user hanging up, completing a warm transfer, or conferencing.
- Call Hangup on Initiated
- Users can hang up the call when the call is initiated.
- Can Hangup on Held
- Users can hang up the call while the call is on hold.
- Users can initiate conferences.
- Can Hangup on Alerting
- Users can hang up the call when the call is in an alert (ringing) state.
- Blind Transfer
- Users can transfer calls to other users without consulting the receiving party.
- Place Calls while Available
- Users can place outbound calls while they are available to take customer calls, that is, while their agent state is Ready.
- Some automatic call distributors (ACD) require agents to be in Not ready (unavailable) state before they can place outbound calls; on these ACDs, clear this option.
- Can Send DTMF
- Selecting this option enables dual-tone multi-frequency (DTMF) signaling feature.
- When DTMF is enabled, users can press keys on their call control panel while on a call to achieve the same effect that pressing those keys on their phone does.