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Pega Call improvements

Updated on April 16, 2021

Computer telephony integration (CTI) capabilities in Pega Call have received the following new features and improvements:

Pega Customer Service Release Notes
Contact Search APIContact search via Automatic Number Identification (ANI) is available out of the box for clients who do not use IVRs. The contact search API allows CSRs to identify an incoming caller without having to manually perform a search, and engage with the customer more quickly, which improves CSR productivity and customer satisfaction, and can reduce implementation costs.

Click-to-Call automatically dials phone numbers for CSRs, increasing CSR efficiency and reducing errors. The new version of Click-to-Call provides more control over client configuration and easier implementation. Click-to-Call is useful when a CSR needs to reconnect with a customer after a call is dropped during an interaction, when a CSR is working through a work queue or work list and needs to contact a customer, or when a back office needs to talk to a contact for data collection and entry purposes.

Click-to-Call checks CTI and agent states, as well as contact communication preferences, before making a phone number Click-to-Call enabled, and is available in four service cases by default: Update Contact Profile, Open New Account, Schedule Activity, and Create Lead. In addition, by using the CPMMakeCall control you can easily implement Click-to-Call on other phone properties, for example, Customer Composite. By using an extension, the conditions can also be made more stringent, to better fit your business needs.

Note: In release 8.5, this feature is not included in the insurance application.
Pega Call Configuration in App Studio

Business analysts and developers can now use App Studio to configure the Pega Call settings that have the most visible impact for CSRs, including CTI links, device capabilities and call treatments. Redesigned user interfaces and questions mean that business analysts and developers can focus on one question at a time, on a user-friendly screen.

For advanced settings, developers can continue to use Dev Studio to make configuration changes. The Call Treatment and Device Capabilities tabs in Dev Studio are deprecated, and more configuration experiences will move to App Studio.

Removal of Decline from Incoming Call ScreenpopThe previous screenpop had a Decline button, causing user confusion and setting an incorrect expectation that CSRs can decline calls. In 8.5, the Decline button has been removed from screenpops for incoming calls.
pop-up WindowThe pop-up window option for a screenpop has been deprecated in this release. The inline pop up option will continue to be supported.

Note: Deprecated features are features that the product team no longer actively develops or adds functionality to in future releases. Pega Call continues to support the feature for this release, but at a future date will stop support entirely.
Adopt URL Tampering prevention techniques from Pega PlatformRules that were exposed and vulnerable to URL tampering have been fixed. The Basic Access Control (BAC) feature is now permanently turned on to prevent future accidental URL risks to your application, even if you have extended it.
Adopt New Operator PresenceThe operator presence infrastructure has been changed from Hazelcast to database. Database is more reliable than Hazelcast.
Lock key rules and provide extension pointsTo ensure consistent implementations and extensions and to improve the update process, several rules that should not be overridden have been locked, and new rules with editable extension points have been added.
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