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Fixed issues

Updated on May 18, 2021

This table describes issues resolved in this release that are of the most interest to and are likely to have the most impact on the Pega Call user and developer community.

Pega Call Release Notes

The following ID reference is used:

  • Reference numbers beginning with “ISSUE ” or “BUG” refer to bugs logged in the Pega issue-tracking system.
  • Reference numbers beginning with “INC-” or “SR-” refer to corresponding Support Requests logged in My Support Portal
Issue IDTitle and Description
The Pega Call configuration wizard now supports embedded UI Computer Telephony Integration (CTI) links.

Previously, for CISCO Finesse and Avaya AES CTI links, when an agent transferred a call via voice and data transfer (VDT) to an agent who was not logged in to Pega Call, the system only transferred the voice, without the interaction. This issue is now resolved.

Previously, when using a CISCO ICM with Avaya PBX CTI link, CSRs were unable to set their agent state during an active call. Now, CSRs can initiate agent state change while on a call, and the change takes effect when the agent wraps up the call.

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