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Call types

Pega Call provides a call type that can be used to circumstance call treatment rules.

The pyCallType property on the call page specifies call types, which includes:

  • INBOUND – Inbound calls including customer calls that are routed through an ACD queue.
  • CONSULT – Consultation and transferred calls.
  • OUTBOUND – Calls placed from the contact center or the CSR's phone to an external phone number.
  • INTERNAL – Calls that are internal to the call center, such as calls from one CSR to another.
Embedded UI CTI links (for example CTI Link with Amazon Connect Contact Control Panel) only persist data and set call type for inbound calls.
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