Pega Call comes with a set of access permissions: group, role, and privileges.
Pega Call provides the CTIService access group, applicable to all link types.
You can update this access group to reference your application. You must ensure that your access group provides access to custom rulesets required for any rules you customize.
If you use Pega Call with Pega Customer Service, the default access groups provided with Pega Customer Service include Pega Call capabilities.
Pega Call provides the PegaCTI:CSR access role. Ensure that your CSRs have this role added to their access groups.
Pega Call provides the following privileges assigned to the PegaCTI:CSR access role:
|ChangeCTILink||Allows the user to change the computer telephony integration (CTI) link used to connect to the CTI server.|
|ChangeExtension||Allows the user to change their phone extension.|
|ChangeAgentID||Allows the user to change their Agent ID used to log in to the automatic call distributor (ACD).|
|ChangePassword||Allows the user to change their password used to log in to the ACD.|
|ChangeQueue||Allows the user to change the ACD queue they log in to.|
|ChangeWorkMode||Allows the user to change their work mode.|
|ChangeCCTUserName||Allows the user to change their username used to connect to CCT. This privilege applies only to AACC CTI links.|
|ChangeCCTPassword||Allows the user to change their password used to connect to CCT. This privilege applies only to AACC CTI links.|
|HasTelephony||Indicates whether the user has access to telephony tools in the Pega Customer Service Interaction Portal. This privilege applies only to Pega Call used with Pega Customer Service.|
|HasResyncSoftphone||Allows the user to refresh the call control panel. This privilege is useful when CSRs are experiencing issues with synchronization of the call control panel and their phone.|
To restrict any of the above privileges for users using a custom Pega Call login configuration, ensure that the data page is configured to load the appropriate login information from another source as explained in Configuring login.