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Call treatment and screenpops configuration

Ensure that you complete basic configuration of Pega Call as part of the configuration wizard steps. Apply circumstancing to these rules to process different call types, for example, consultation calls and transferred incoming customer calls, when a phone call arrives at a CSR's phone.

Configuring screen pops

To configure Pega Call to trigger a screenpop on the CSR’s desktop, select the Display pop up radio button. Configure the parameters of the pop-up window, including size and position, in the Pop-Up Details section.

Some parameters depend on your browser and security settings. Pega Call 8.5 deprecates the Use pop up window option, which is supported only for earlier versions.

Inline popup

To configure the screenpops to use an inline popup window rather than a separate browser window, select the Use inline pop up radio button.

Pega Customer Service CSR portal and Pega Call without Pega Customer Service do not support this functionality. Only Pega Call used with the Pega Customer Service interaction portal supports inline pop-up windows.

Timeout Disposition

You can configure a timeout interval and behavior in the call treatment rule. If the CSR does not click Accept in the screenpop within the timeout interval, the timeout behavior launches. The options for timeout behavior are:

  • Take no action – No action triggered by the timeout. The pop-up window remains open.
  • Close the window – Closes the screenpop window and does not trigger further processing for the call. This option does not apply to inline pop-up windows.
  • Set focus to the popup window – Depending on your browser and operating system, this option foregrounds the screenpop window. This option does not apply to inline pop-up windows.
  • Start the interaction – Starts Pega Customer Service interaction processing for the call.

Screenpop user interface

Depending on your call class, for example ChannelServices-Interaction-Call or PegaCA-CTI-Call, the pop-up window displays an OFFERING section. To configure the user interface elements and information displayed in the pop-up window, you modify the section or its component rules in your application ruleset. You can add circumstancing to the section based on call type, or include elements conditionally if you need different information displayed for different types of call. The sample sections in ChannelServices-Interaction-Call use circumstancing, and the sample section included in Pega Customer Service (PegaCA-CTI-Call) uses conditionals. If you use the Pega Customer Service interaction portal, customize the included CPMToasterContent section.

Starting interaction processing automatically (auto-accept)

If you use Pega Call with Pega Customer Service, you can configure the call treatment rule to automatically initiate Pega Customer Service interaction processing for a call. In this case, no screenpop window displays.

Select the Automatically start an interaction radio button to configure this behavior. For more information about setting timeout options and behavior, see the Pega Customer Service Implementation Guide that is available on Pega Community.

No call processing

For some calls, such as internal calls, you do not need to trigger any pop up windows or interaction starts. To configure this behavior, add circumstancing to your call treatment rules and then select the Take No Action check box.

Answering calls

You can configure the call treatment rule to answer some or all calls on the CSR's behalf. To answer all calls to which a call treatment rule applies, select the Always when condition in the Auto Answer section of the call treatment rule. To not answer calls, select the Never when condition. To answer a subset of calls, define or use another When rule.

To configure Pega Call to wait until interaction processing starts before answering the call, select the but wait until the interaction is started check box. You can use this option with screenpops to answer a call when the CSR clicks Accept, and with auto-accept.

If your telephone equipment is set to automatically answer calls, do not configure Pega Call to automatically answer consultation calls and transferred calls, as this function can cause problems in blind-transferred calls.

ANI Lookup

Automatic Number Identification (ANI) Lookup allows non-IVR clients to automatically look up an incoming caller and display the caller's information on the screenpop and in the interaction. The lookup is applicable only to incoming calls, i.e. calls from customers or potential customers. The ANI format is determined by the client’s telephony system.

To configure ANI Lookup, navigate to Call Treatment, Incoming and Other calls, and select the Enable ANI Lookup check box. Select the applicable when rule in Enable Lookup Based on this When Rule.

When a customer call is received and ANI Lookup is enabled the following scenarios occur:

Automatic Number Identification(ANI) matching no customer records

If a CSR receives an incoming call and the contact number is not registered to any customer, then by default the Contact search is displayed the contact search page is displayed for the CSR to manually search for the customer record. If there is no match, then the screen pop displays unknown caller as well as a search screen for CSRs to manually search for the customer record.

ANI matching a unique customer record

If a CSR receives an incoming call and the contact number is registered with a unique customer, then the customer account details are displayed on the screen pop.

ANI matching multiple customer records.

If a CSR receives an incoming call and the contact number is registered with multiple customers, it shows all the possible matches using that phone number for CSRs to easily select the correct customer record. For example, in the case of a family sharing their phone numbers, it displays unknown caller on the screenpop, but in the customer search it shows all possible matches for that phone number.

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