CTI link-specific features
Pega Call offers a core configuration for all supported computer
telephony integration (CTI) environments, as well as configurations and CSR features that
vary per CTI environment. For an overview of the steps to implement Pega
Call, see Pega Call
implementation path. Aside from Pega Call configurations that are applicable to all
computer telephony integration (CTI) links, like setting up the server connection,
configuring device capabilities and call treatment, and configuration wizard capabilities,
you can configure additional features that are available for your CTI link type. Embedded UI (includes Amazon Connect, Five9, and Genesys Cloud CX) The Pega Call telephony features available to CSRs depend on
your computer telephony integration (CTI) link type. For information about specific features of Pega Call that
are supported for each CTI platform, see the Pega Call Feature Matrix.Configuration features per CTI link type
Configuration features availability per CTI link type
CTI Link Available features AACC Avaya AES Cisco Finesse Cisco ICM/UCCE No additional features are available for this link type. Genesys Engage Platform SDK Genesys Web Services OpenCTI Desktop OpenCTI Server CSR configuration features per CTI link type
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