Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring user-specific device features

Updated on April 14, 2022

You can tailor the telephony mode, meaning the way that a CSR manages their availability to receive calls and conduct call control operations, to each user.

  1. In the navigation pane of Dev Studio, click ConfigureChannel ServicesPega CallAdministration & Configuration.
  2. On the Telephony Experience tab, in the User device capabilities section, click Edit by the Default telephony mode.
  3. Click Save as.
  4. On the New tab, in the Short description field, enter a meaningful explanation.
    For clarity, you can use the ID of the user to whom you wish to assign this configuration.
  5. In the Name field, enter the ID of the user to whom you wish to assign this configuration.
  6. Click Create and Open.
  7. Select the Telephony Mode for the specific user.
  8. If you selected the Full telephony mode, select the Number of concurrent calls for the specific user.
  9. Click Save.
  10. Optional: You can also configure the decision rule that maps a user to a device feature by clicking Configure in the Telephony Experience tab.
    For more information, see About Decision Trees.
Result: The selected device capabilities are applied to the user with the user ID set as the Name.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us