Skip to main content


         This documentation site is for previous versions. Visit our new documentation site for current releases.      
 

Pega Call

Updated on January 6, 2022

Pega Customer Service provides support for a wide range of telephony use cases, including inbound and outbound calls, through Pega Call. Pega Call comes with a large set of pre-packaged connectors to popular CTI platforms and extensibility to other platforms and custom features through Open CTI APIs.

Pega Customer Service Product Overview
CapabilitiesAvaya AACAvaya AES JtapiGenesys PureEngageCisco ICM/UCCCisco Finesse / Webex CCE
Login
Ready/available and other availability state management
Ready/available with work mode
Not Ready/unavailable with reason code
Logout
Logout with reason code
Screen pop
ANI lookup / search
After call work
Make/place call
Hold/pause
Consultation call
Hang up/release
Drop party
Retrieve/resume
Merge/conference
Send DTMF (Digits/Tones)
Warm transfer
Blind transfer
Phonebooks
Click to call
Callback (on disconnect)

In addition, Pega Customer Service for Healthcare also supports leading embeddable cloud CTI technologies and embedding native web call controls into the Pega Customer Service Interaction Portal.

CapabilitiesGenesys Cloud CXFive9Amazon Connect
Login
Logout
Screen pop
ANI lookup / search
Warm transfer / blind transfer, voice and Data transfer (illustrated in the figure after this table)
Click to call
Callback (on disconnect)

The following figure shows a transfer of voice and data through a Pega feature used alongside the Genesys Cloud CX embedded call control:

Transfer voice and data
Three images of the mobile UI that show the voice transfer process

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us