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Updating automatic closing of the call control panel

Updated on April 18, 2022

Minimize manual effort for CSRs by configuring the call control panel to automatically close once a change in the agent state occurs.

When CSRs use a physical phone to perform call actions and use the call control panel only to change their state, setting up the call control panel to automatically close on login, logout, and other agent state changes prevents CSRs from manually minimizing the call control panel multiple times.

By default, all the call control panel settings for automatic closing have a value of false so that the call control panel never closes automatically.

Note: This feature is available in Pega Call version 8.6.1 and later.
  1. In the navigation pane of Dev Studio, click RecordsDecisionWhen.
  2. Configure the scenario in which the call control panel closes:
    ChoicesActions
    Close the call control panel when a CSR logs in
    1. In the Name column, click the Filter icon, and then, in the Search Text field, enter CloseCCPOnLogin.
    2. Click CloseCCPOnLogin.
    3. Click the Advanced tab.
    4. In the expression for the rule, in the value field, enter false.
    Close the call control panel when a CSR logs out
    1. In the Name column, click the Filter icon, and then, in the Search Text field, enter CloseCCPOnLogout.
    2. Click CloseCCPOnLogout.
    3. Click the Advanced tab.
    4. In the expression for the rule, in the value field, enter false.
    Close the call control panel when a CSR sets themselves unavailable for calls (not ready state)
    1. In the Name column, click the Filter icon, and then, in the Search Text field, enter CloseCCPOnNotReady.
    2. Click CloseCCPOnNotReady.
    3. Click the Advanced tab.
    4. In the expression for the rule, in the value field, enter false.
    Close the call control panel when a CSR sets themselves available for calls (ready state)
    1. In the Name column, click the Filter icon, and then, in the Search Text field, enter CloseCCPOnReady.
    2. Click CloseCCPOnReady.
    3. Click the Advanced tab.
    4. In the expression for the rule, in the value field, enter false.
    Close the call control panel when a CSR changes their state during a call (pending state)
    1. In the Name column, click the Filter icon, and then, in the Search Text field, enter CloseCCPPendingStateOnCall.
    2. Click CloseCCPPendingStateOnCall.
    3. Click the Advanced tab.
    4. In the expression for the rule, in the value field, enter false.
  3. Confirm your updates by clicking Save.

Tags

Pega Call 8.6

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