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.
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.
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.
- To automatically log in CSRs to Pega Call when they log in to Pega Platform, set the pyAutoLogin property to TRUE.
- 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.
- 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.