Pega Call 8.6 includes the product enhancements that are described in this section.
Call treatment configuration in App Studio
Business analysts and developers can now use App Studio to configure call start, interaction start, screen pop display, and interaction and screen pop timeout disposition settings for incoming and consult calls.
In Pega Call with Customer Service, business analysts and developers can also configure automatic number identification (ANI) lookup for incoming calls in App Studio.
For advanced settings, developers can continue to use Dev Studio to make configuration changes. If a custom configuration exceeds App Studio settings, a message guides users to Dev Studio.
The Call Treatment and Device Capabilities tabs in Dev Studio are deprecated, and more configuration will move to App Studio in future releases.
Reason code configuration for server-to-server CTI links in App Studio
Business analysts and developers can now use App Studio to configure reason codes for all server-to-server computer telephony integration (CTI) links when configuring the CTI link connection in App Studio.
Genesys Cloud support
Business analysts and developers can integrate Pega Call with Genesys Cloud by using a computer telephony integration (CTI) link.
CSRs can control calls with the Genesys Cloud softphone embedded in their Pega application.
CSRs can also receive screen pops or start interactions when a new call arrives at their Pure Cloud softphone.
In Pega Call with Pega Customer Service, business analysts and developers can enable voice and data transfer and click-to-call for configurations with Genesys Cloud.
Dynamic scaling for Genesys Engage Web Services
Pega Call now supports dynamic scaling for Genesys Engage Web Services.
With dynamic scaling, when a node fails, it automatically reconnects to another node on the load balancer so that system failures do not impact the agent state.
Improved call control panel
The call control panel is now floating, letting CSRs drag, close, expand, and collapse the panel so that it does not cover important data on their screen.
A call timer displays call duration for ongoing calls, or time held for calls put on hold. Agent state and call state information is visible to the CSR at all times.
Clickable call icons are converted into buttons for improved visibility.
Call control panel configuration options
You can now customize the call control panel behavior by editing the associated rules in Dev Studio.
- Use the HTMLDrag and JqueryDrag when rules to select the mechanism that you want to use for the dragging and dropping of the call control panel. For more information, see Defining drag and drop.
- Use the CCPPosition dyamic system setting to set the default position the call control panel on the Pega desktop. For more information, see Defining the default position.
- Use the CloseCCPOnLogin, CloseCCPOnLogout, CloseCCPOnNotReady, CloseCCPOnReady, and CloseCCPPendingStateOnCall when rules to set the call control panel to autoclose on specific agent state changes. For more information, see Updating automatic closing of the call control panel.
For more information, see Customizing the call control panel.