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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.

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