Pega Call offers a core configuration for all supported
computer telephony integration (CTI) environments, as well as configurations and CSR
features that vary per CTI environment.
For an overview of the steps to implement Pega
Call, see Pega Call
Configuration features per CTI link type
Aside from Pega Call configurations that are applicable to
all computer telephony integration (CTI) links, like setting up the server connection,
configuring device capabilities and call treatment, and configuration wizard capabilities,
you can configure additional features that are available for your CTI link type.
Note: The Embedded UI link type is used for connections to Amazon Connect, Five9, and
Configuration features availability per CTI link typeNote: Keep in mind that ACD reporting, voicemail integration, voice transcript, and
supervisor features are not currently supported for any link type.
CSR configuration features per CTI link type
The Pega Call telephony features available to CSRs depend
on your computer telephony integration (CTI) link type.
For information about specific features of Pega Call that are
supported for each CTI platform, see the Pega Call Feature Matrix.