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.
The call type values depend on the CTI platform and link type – your platform cannot detect all of the above call types. Modify Pega Call's call type detection or add additional call types by modifying the decision tree ChannelServices-Event-CTILink • SelectCallType in your application ruleset.