Pega Call provides robust computer telephony integration (CTI) support including adaptive screen pops, desktop telephony controls, and enhanced callout facilities. By using the business rules engine architecture, service cases and dialogs can be reused across channels from Interactive Voice Response (IVR) to the web.

• Implementing call duration goals
• Configuring the call verification method
• Defining Pega Call configuration (telephony integration)
• Pega Call configuration
• Configuring voice and data transfer for Pega Call